Customer centricity is putting the customer at the center of everything you do.
It can be achieved through in-person interactions or through technology.
But the goal remains the same—the customer should be delighted.
This blog delves into inspiring examples of customer centricity in action. We’ll explore how leading brands are exceeding expectations in industries like healthcare, finance, travel, and more.
Get ready to discover innovative strategies that put the customer at the center of every interaction, fostering trust, satisfaction, and long-term relationships.
21 Real-life Examples of Customer Centricity in Various Industries
1. Healthcare
A customer-centric approach in healthcare prioritizes the patient’s experience. This translates to clear explanations of diagnoses and treatment options, and ensuring they feel heard and understood by their providers.
Here are a few examples of brands doing it right.
Cleaveland Clinic
Cleveland Clinic is a leader in patient education with its vast library of easily digestible healthcare information.
Their website offers content on various conditions, treatment options, and wellness tips, all presented in a clear and understandable way.
This empowers patients to make informed decisions about their health and actively participate in their care plans.
Humana
Humana, a major insurance provider, has focused on simplifying the often-confusing world of medical billing. Their online portal allows patients to easily access their explanation of benefits (EOBs) and track their out-of-pocket costs.
Additionally, they’ve implemented clear communication channels to answer patient questions and address concerns promptly. This focus on transparency and ease of use reduces patient frustration and fosters trust.
CVS Health
CVS Health has expanded its reach beyond pharmacies by offering innovative in-home care solutions.
Their program allows patients with chronic conditions to receive regular check-ups, medication management, and remote monitoring from healthcare professionals in the comfort of their own homes.
This patient-centric approach caters to the desire for convenient and accessible healthcare, particularly for those with mobility limitations.
2. Banking
A customer-centric bank prioritizes making their customer’s financial life easier. This means offering user-friendly tools, clear communication about fees, and helpful customer service that listens to the customers’ needs.
Nubank
This Brazil-based digital-first bank prioritizes financial inclusion by offering accessible and transparent banking services. Their mobile app provides a user-friendly interface for account management, money transfers, and bill payments, all without hidden fees.
Additionally, Nubank empowers customers with educational resources to improve their financial literacy, demonstrating a genuine focus on their financial well-being.
Ally Bank
Ally Bank prioritizes customer convenience and satisfaction. They offer 24/7 customer support through various channels, including phone, online chat, and social media.
Additionally, Ally consistently ranks high in customer satisfaction surveys due to their commitment to resolving issues quickly and efficiently.
3. Insurance
The customer-centricity in insurance translates to offering personalized coverage options, clear explanations of policies, and efficient claims processes.
Lemonade
Lemonade focuses on a completely digital experience, streamlining the process for busy customers. Their mobile app allows for easy policy management, claim filing, and even AI-based claims resolution.
This focus on user-friendly technology removes friction from the insurance experience, making it more convenient and accessible.
Progressive
Progressive is known for its innovative approach to customer service. Their usage-based insurance programs, like SnapShot, track driving habits and reward safe drivers with lower premiums.
This personalization reflects an understanding of individual needs and goes beyond traditional one-size-fits-all plans.
4. Lending
A customer-centric lender tailors loan options to a customer’s current situation, considering their goals and financial health. This usually means clear communication about terms, flexible repayment plans, and helpful support throughout the borrowing process.
SoFi
SoFi personalizes the loan application process by considering factors beyond just credit score. They take into account income, education, and career history to offer competitive rates and flexible repayment options.
This focus on understanding individual circumstances allows them to serve a wider range of borrowers and ensures loan terms are manageable.
Zidisha
This microlending platform prioritizes transparency and customer connection. They connect borrowers directly with lenders, allowing for personalized loan requests and stories.
Borrowers can explain their needs and goals, fostering a sense of community and trust.
This human-centric approach goes beyond traditional loan applications and builds relationships with borrowers.
5. Real-estate
Customer centricity in real estate means agents listen to your needs, offer personalized property searches and guidance. They prioritize clear communication throughout the buying or selling process, ensuring customers feel informed and supported every step of the way.
Redfin
Redfin takes a customer-centric approach to the home buying and selling process. They offer a full-service brokerage with a twist: a refund on the agent commission if you choose to sell your house yourself after using their services.
This unique model prioritizes customer choice and satisfaction over simply securing a sale. Additionally, Redfin’s online platform provides a wealth of data and tools to empower homebuyers and sellers to make informed decisions.
Compass
Compass, a real estate brokerage, focuses on creating a seamless and personalized experience for both buyers and sellers.
Their agents leverage technology like 3D tours and virtual staging to allow long-distance clients to explore properties conveniently.
Additionally, Compass offers a concierge service that connects clients with moving companies, lawyers, and other resources needed throughout the real estate transaction. This focus on comprehensive support demonstrates a commitment to making the entire process less stressful and more efficient.
Opendoor
Opendoor, an iBuyer company, offers a customer-centric solution for those seeking a faster and more certain home selling experience.
They provide instant cash offers based on an online home valuation tool, eliminating the traditional listing process and showings.
Opendoor also offers a flexible option to sell your home traditionally with the help of their agent network. This focus on catering to various selling needs and timelines provides customers with greater control and convenience.
6. Manufacturing
Customer-centric manufacturers don’t just make products, they create solutions for their customers. Here are some inspiring customer centricity examples.
Levi Strauss & Co.
Levi’s prioritizes customer longevity and sustainability through its repair and customization programs. They offer in-store tailoring services and online tutorials for basic repairs, empowering customers to extend the life of their Levi’s garments.
Additionally, Levi’s launched a customization platform allowing customers to personalize their jeans with embroidery, patches, and other unique touches. This focus on garment longevity and individual expression demonstrates a commitment to building lasting relationships with customers.
Patagonia
Patagonia is a leader in customer centricity through its commitment to transparency and repairability. They openly share information about their manufacturing processes and materials used.
Additionally, Patagonia offers a robust repair program, encouraging customers to fix worn gear rather than replace it. This reduces environmental impact and fosters a sense of responsible consumption among their customer bases.
LEGO
LEGO prioritizes customer creativity and play through its open-ended building system and extensive parts library. Their classic bricks allow for endless possibilities for creative construction, fostering imagination and problem-solving skills in children.
Additionally, LEGO offers replacement parts for lost pieces, ensuring customers’ sets remain playable for years to come. This focus on open-ended play and product longevity demonstrates a commitment to nurturing a lifelong love of LEGO in their customers.
7. Education/EdTech
A customer-centric approach in education puts students at the core. This means offering flexible learning styles, catering to diverse needs, and providing clear explanations. By prioritizing student understanding and engagement, this approach empowers them to achieve their academic goals and thrive.
Duolingo
Duolingo gamifies the language learning experience, making it fun, engaging, and accessible for a wide range of users. They offer bite-sized lessons, gamification elements like points and leaderboards, and personalized learning paths that adapt to individual progress.
Khan Academy
Khan Academy provides a completely free, high-quality educational platform with a mission to make education accessible for everyone. They offer video lectures, practice exercises, and personalized learning pathways for a variety of subjects and grade levels.
Khan Academy also recognizes the needs of educators by providing free teaching resources and professional development tools. This focus on open access and supporting both learners and educators showcases a deep commitment to educational equity and empowerment.
8. Travel & Hospitality
When travel and hospitality prioritize the guest, it creates unforgettable experiences for them. Precisely that’s what is expected of customer centricity in travel and hospitality business.
Airbnb
Airbnb goes beyond traditional hotels by offering unique and personalized accommodation options. Their platform allows travellers to choose from a vast array of listings, from cozy apartments to luxurious villas, catering to diverse budgets and travel styles.As part of the Airbnb business plan, the company strategically leverages these varied listings to meet market demands and drive growth.
Additionally, Airbnb often integrates local experiences like cooking classes or guided tours, immersing guests in the culture and fostering connections with local communities.
Booking.com
Booking.com focuses on customer convenience and peace of mind. Their platform offers a wide range of cancellation policies, allowing travellers to book with flexibility, especially important in today’s uncertain travel climate.
Booking.com also prioritizes transparency by clearly displaying all fees and taxes associated with a booking, avoiding any surprise charges and fostering trust with customers.
9. Automotive
In a customer-centric car industry, customers’ needs are in the driver’s seat. Imagine carmakers offering features you truly use, providing clear information about vehicles, and prioritizing user-friendly technology.
Tesla
Tesla takes a customer-centric approach to servicing their electric vehicles. Recognizing the inconvenience of traditional service appointments, Tesla offers mobile technician services for many repairs.
Additionally, Tesla leverages over-the-air (OTA) software updates to improve features and address vehicle issues remotely. This eliminates the need for physical visits to service centers and keeps Teslas running optimally.
Subaru
Subaru understands the importance of building relationships with customers beyond the sale. They actively engage with their audience on social media platforms.
They use social media to answer questions, address concerns, and even showcase customer stories and experiences. This human touch and two-way communication foster loyalty and build a strong sense of community among Subaru owners.
CRM Software: Your Secret Weapon for Customer Centricity
Are you feeling inspired looking at these customer centricity examples?
Are you thinking: how can we put the customer at the heart of everything we do?
Well, we have a solution.
And that’s CRM software.
Customer relationship management (CRM) software emerges as a powerful tool for brands to achieve this goal.
Here’s how.
- CRM consolidates customer data from various touchpoints – sales interactions, support tickets, website visits, and social media engagement. This unified view allows businesses to understand individual customer needs, purchase history, and preferences.
- It empowers businesses to segment customers based on their unique profiles and tailor marketing campaigns accordingly.
- CRM streamlines communication and improves customer service efficiency. Support agents have instant access to customer history, allowing them to resolve issues faster and provide more informed assistance.
- Businesses can leverage CRM data to identify customer trends, predict buying patterns, and tailor their offerings accordingly.
By implementing CRM software and utilizing its capabilities, businesses can shift their focus from transactions to building genuine customer relationships. This customer-centric approach fosters loyalty, boosts brand reputation, and drives sustainable growth in today’s competitive market.
If you’re looking for such a tool to level up your customer centricity approach, contact us.
