I am a documentary filmmaker and the Founder of Studio 15, a socially responsible fashion brand. After leaving behind a 15-year career in the corporate fashion world, I started a company that focuses on doing good and supporting women.
). However, in recent years, companies have shifted their focus away from customer experience . In 2024, 44% of consumers said they believe customer service has declined in recent years, compared to just 24% who said customer service has improved, according to results from a
“This approach requires more than just a passing interest in your customers. You must deeply understand their needs, continuously engage with them, and commit to delivering value at every interaction. Rather than simply reacting to client demands, a client-first strategy anticipates these needs and proactively addresses them,” says Lucas Grizz, founder ofOne of the most compelling advantages of a client-first strategy is its ability to build strong customer loyalty.
Zappos, the online shoe and clothing retailer, is a textbook example of a company with a profoundly ingrained client-centric culture. Zappos encourages its employees to do whatever it takes to make their customers happy, even if it means deviating from standard procedures. This empowerment has led to numerous instances of exceptional customer service, such as representatives spending hours on the phone with customers to ensure their needs are met.
Client-Centricity Customer Loyalty Zappos Customer Experience Competitive Advantage
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