PR ON THE GO • October 8, 2026

What Are Great Examples Of Customer-Centric Communications?

Build stronger connections with these insights

Whether B2B or consumer brand, purchasing decisions are people-driven. We asked our PR and growth experts about great customer-centric communications strategies and PR campaigns.

Get inspiration for a customer-centric approach and use these insights to build stronger connections with your customers.

Simply listening is the best customer-centric strategy

Emily Reynolds, Owner at R Public Relations

"I think one of the best customer-centric PR strategies is simply listening. Pay attention to the questions customers ask, the problems they’re trying to solve, and the language they use to describe their experiences. Those insights can shape everything from media stories and thought leadership to social content and customer communications.

I also love brands that make customers part of the story by sharing real experiences and feedback. People connect with people, and authentic customer voices can be incredibly powerful."

Recognize that you are dealing with an individual

Deepak Shukla, Founder & CEO at Pearl Lemon PR

"Firstly, for me, the customer-oriented approach is about recognizing that you are dealing with an individual, not with a lead number. The first and foremost lesson I have learned in the PR field is that time is of utmost importance, especially when the contact has already been made. The company that replies fast enough can gain a certain advantage among other competitors since the prospects usually have multiple providers and the company that listens to them and reacts appropriately gets its chance.

Secondly, the successful PR campaign should reflect the language of the customer, not the company. In particular, the campaign we developed for our wealth management client included the cold emails, messages on LinkedIn, calls and content creation, meanwhile, maintaining constant communication with the client to change the strategy if needed. We were able to get 8 qualified leads within 10 days from the start of the campaign."

Transparency and accountability are at the core

Jodi Lynn Karpes, Owner at GreenQueen PR

"Customer-centricity starts internally, within the PR business, where it is part of the culture. There are many ways to build a business, and GreenQueen intentionally uses an open-book approach, where transparency and accountability sit at the core of how we work, alongside a willingness to learn and grow with the people we serve. That internal value shows up as authentic communication, and it's the reason clients stay. From there, PR is the coming together of minds with a shared vision, and that takes time and commitment, building real relationships always does. The results then speak for themselves. However, layers of “unwritten policies” dictating what can or cannot be shared with a client cultivate an unhealthy environment for the team. And, it's archaic.

GreenQueen client Tracy Wood, CEO of The DNA Company, applies individualized communication in her business by looking at it from her customers perspective, “"We don’t simply tell someone what genes they have. We help answer what it means for them. When health is involved, credibility isn't a marketing strategy. It's an obligation."

Once a partnership is mutually centric, agency, client, and every stakeholder at the table, the results grow. And they compound, because customer-centric PR, and communication by extension, is a value system built from the inside out."

Random Acts of Kindness Program

Melanie Marten, Owner at The Coup Public Relations

"Reddit users have frequently cited the pet brand Chewy for their Random Acts of Kindness ("WOW" program), in which they send free gifts such as pet portraits to customers who upload pictures of their pets to their profiles. Users also report that the brand sends floral bouquets and condolence cards when a pet food subscription is canceled due to the passing of a pet. These tailored actions and occasional handmade gestures can be applied to every business, whether consumer or B2B, and should also be applied internally to increase employee satisfaction."