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Customer-centric and customer-focused approaches are marketing strategy that may sound similar, however, the concepts behind them are quite different.
In customer-focused strategy, you aim to deliver great experience to your customers in all touch points or interactions they have with your company. You look at what the customer wants and how they can benefit from you.
On the other hand, customer-centric strategy looks at the customers at a life-time value, aiming to satisfy their needs all through out their customer journey. You invest on your services and products to deliver a greater value and put the customers in the center of your marketing efforts making them the catalyst for a bigger ROI.
Customer Centric and Customer focussed are two different phenomenon though both pertain to customers. A business constituent brings in to market a particular product after careful study of the customer behaviour, likes, dislikes, requirement etc can be brought into this category. He produces things based on the customer's wants.
Alternatively, a business constituent considers the satisfaction of the customers post sale is customer focussed. Here he follows the customer and ensures that the customer puts his product into use without any hassles and takes care of after sales service and carefully attends to the after sales service etc., so that the customer does not repent for his purchase from a particular outlet or purchases a particular brand. This post sale care may not attract customer's attention as any product working well and is taken care subsequently, it is the general tendency to forget the person who sold the item since every thing has been taken care with due care. But the absence of customer focus will bring in a very bad situation when the customer reacts.
All those who are customer centric need not be customer focussed but on the contrary customer focussed will try to improve upon based on the feed back received from the customers.
It defines your approach towards customers as well as your business priorities further more your target market condition. In the competitive environment where customers have the choices then your have to be focused on the customer's priority e.g. may be price, in that case you to be customer focused. Other hand you want to sell your product or service on your own price then you have to make it customer's need hence you have to be customer-centric.
You can be focused on the client but not considering that he is the central part of any business. Both have the customer as an "object" of attention, but they have very different ways of seeing it
Thanks for the invite ............................ agreed with the answers Mr. Manzoor Alam
Agreed with the experts answer!
Agree on experts answers. Thanks for your invitation.
