Keeping the customer happy and retaining him are the key challenges that many businesses face today. In such times, the synergy of culture, data analytics and technology to achieve customer centricity, comes into play
The customer is at the center of any business transaction today. The three key enablers that were highlighted at the Customer Centricity World, by Hansa Cequity and ET NOW in Mumbai, were culture, big data and analytics and technology, as catalysts for achieving customer centricity. In today's time and age, providing innovative customer value is the key to business success; retaining a customer is more important than acquiring a customer. Additionally, the most important aspect is to move from creating tangibles to intangibles that stay with the customer for a long time and in turn, make him a promoter of the company.
It is essential to consider the importance of data analytics, as a value proposition in the long term, if a company is to achieve customer-centricity. An organisation should leverage on data analytics in a more intelligent manner, so that in the long run, it can improve customer experience.
When it comes to technology, there is a wrong notion that dehumanises an experience. On the contrary, adopting technology, makes a transaction more personal and customised and thereby, helps in integration of customer information. Additionally, culture leads to values which in turn, makes a person behave in a certain way, and when these three get together, they cumulatively drive a business enterprise.
Gone are the days when the success story of any business was crafted in their ability to provide customer satisfaction, word of mouth and the testimonials that were given for them. Today, customer satisfaction is passe. As he has become more demanding, customer euphoria is the buzzword.
Thus, today, organisations all over are moving from brand equity towards data equity.
http://m.economictimes.com/news/press-releases/customer-centricity-a-new-business-mantra/articleshow/46685237.cms
The customer is at the center of any business transaction today. The three key enablers that were highlighted at the Customer Centricity World, by Hansa Cequity and ET NOW in Mumbai, were culture, big data and analytics and technology, as catalysts for achieving customer centricity. In today's time and age, providing innovative customer value is the key to business success; retaining a customer is more important than acquiring a customer. Additionally, the most important aspect is to move from creating tangibles to intangibles that stay with the customer for a long time and in turn, make him a promoter of the company.
It is essential to consider the importance of data analytics, as a value proposition in the long term, if a company is to achieve customer-centricity. An organisation should leverage on data analytics in a more intelligent manner, so that in the long run, it can improve customer experience.
When it comes to technology, there is a wrong notion that dehumanises an experience. On the contrary, adopting technology, makes a transaction more personal and customised and thereby, helps in integration of customer information. Additionally, culture leads to values which in turn, makes a person behave in a certain way, and when these three get together, they cumulatively drive a business enterprise.
Gone are the days when the success story of any business was crafted in their ability to provide customer satisfaction, word of mouth and the testimonials that were given for them. Today, customer satisfaction is passe. As he has become more demanding, customer euphoria is the buzzword.
Thus, today, organisations all over are moving from brand equity towards data equity.
http://m.economictimes.com/news/press-releases/customer-centricity-a-new-business-mantra/articleshow/46685237.cms
