Can a company compete nowadays without having a customercentric point of view?
Companies exist because of their customers. I think we should put a lot of focus on understanding their needs, and above all making the employees of any team have this mentality.
This culture has been fostered in any company to pursue and achieve success. For me, the keys lie in knowing your buyer persona perfectly and knowing their consumption habits. Understand what needs they have, why they buy your products and above all, how we can help them both in the present and in the future.
A customer-centric way of doing business is focused on providing a positive customer experience before and after the sale in order to drive repeat business, enhance customer loyalty, build long-term relationships and improve business growth. When you put your customer at the core of your business, and combine it with Customer Relationship Management (CRM), you collect a wealth of data, which gives you a full 360 view of the customer. This data can then be used to enhance your customer’s experience. In Stanhome I applied a digital business Customer centric transformation, first of all, through a customer segmentation that gives us a vision of 360 degrees, which helps me to identify consumers interested in the brand and build appropriate channels for each target.
This provides us with the opportunity to give them an omni-channel marketing journey and to bring personalisation and closeness to each one of the segments.??We also use analytics to design loyalty programs and engagement journeys.?
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The metrics should be focused not only on knowing the numbers of the company, but should also have a part dedicated to the NPS. Knowing the Net Promoter Score of the company helps to make decisions that improve understanding how customers see us, what we can do to improve our products and our processes and as a consequence improve the profitability of the company.
I would like to know your opinion...
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International Promotion , Catalog and Consumer Communication Director presso Stanhome
3 年In highly competitive Market the successful Company won’t be only the one with the best product but the one deeply knows its Costumers to proactively respond to their needs. If a Company manage to establish relationships with customers then will be really able to offer a real 360 degrees Costumer experience.