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Igniting customer centricity through personalization

This article was based on the interview with Sri Narasimhan by CVS Health by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:

Brands are constantly looking for ways to stand out and differentiate themselves from their competitors. One of the most effective ways to do this is by igniting a culture of customer centricity, where the customer is at the center of everything the brand does. This approach involves personalizing the customer experience, simplifying interactions, and empowering employees to deliver exceptional service.

In this article, we will explore how brands can ignite customer centricity through personalization, using insights from a podcast featuring Sri Narasimhan, Vice President, Head of Enterprise Customer Experience at CVS Health.

Customer centricity can be defined as a business approach that focuses on creating a positive customer experience at every touchpoint. It involves understanding the needs and preferences of customers and tailoring products, services, and interactions to meet those needs. At CVS Health, customer centricity is a top priority, with a focus on improving the overall experience for consumers, patients, and clients. Sri Narasimhan, in his role as Head of Enterprise Customer Experience, is responsible for collecting feedback from customers and using that data to drive improvements in the customer experience.

To measure customer centricity, CVS Health uses a variety of key performance indicators (KPIs) to track progress and success. Some of the primary KPIs include customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value. These metrics provide valuable insights into how well the brand is meeting customer expectations and where improvements can be made.

One of the key strategies for igniting customer centricity is through personalization. Personalization involves tailoring products, services, and communications to individual customer preferences and behaviors. By understanding the unique needs and preferences of each customer, brands can create a more personalized and engaging experience that builds loyalty and drives repeat business.

In the podcast, Sri Narasimhan discusses how CVS Health is using data and analytics to personalize the customer experience. By collecting feedback from customers and analyzing that data, CVS Health can identify trends and patterns that help them better understand customer needs and preferences. This data-driven approach allows CVS Health to make informed decisions about how to improve the customer experience and drive customer loyalty.

Personalization also extends to the employee experience, as empowered employees are more likely to deliver exceptional service to customers. CVS Health empowers its employees to make decisions and take action to improve the customer experience, creating a culture of customer centricity that is ingrained in the organization.

Igniting customer centricity through personalization is a key strategy for brands looking to differentiate themselves in today’s competitive marketplace. By focusing on understanding customer needs and preferences, tailoring products and services to meet those needs, and empowering employees to deliver exceptional service, brands can create a more personalized and engaging experience that builds loyalty and drives repeat business. CVS Health’s data-driven approach to personalization serves as a model for other brands looking to ignite a culture of customer centricity and drive success in the customer experience.

House of the Customer by Greg Kihlström is now available.
House of the Customer by Greg Kihlström