General Management - Meeting every need of every customer sounds customer-centric, but it ends up being just the opposite. Here's a look at what being customer-centric really means.
Where businesses are coming from vs where the customer expect them to be:
"While businesses struggle with silos, consumers are defying them. Customers intrinsically reject the notion of a business-directed channel and demand visibility and interactivity at all touchpoints during their commerce experience. They expect to be identified when purchasing—regardless if they're online or using a smartphone. They demand real-time access to product inventory and data to help them in their purchase and delivery decision, regardless of how retails manage their supply chain.
Unfortunately, while commerce moves at lightning speed, most commerce platforms do not. As e-commerce moves more into the marketing function, the benefits of a perfected omnichannel experience will provide…Consumers with a consistent, seamless brand experience across all platformsBusinesses with a better understanding of customers needs and behaviorsA quick ramp-up to test new markets, benefiting both consumers and businesses
Businesses must be prepared to respond quickly to the consumer-driven marketplace. As distribution and purchasing channels continue to consolidate, the possibilities become limitless.
To develop long-term relationships with customers, marketers must provide added value to the individual and remove the silos within the business and between the business and the consumer."
There are numerous opportunities for companies to assist those businesses in need, but don't take too long as your #customers loyalty will only last until their next negative experience.
Do you agree?