Post by account_disabled on Dec 23, 2023 11:14:33 GMT
Customer Centricity has become the true protagonist of marketing strategies after the pandemic. The digital environment that has been formed as a result of the first wave has forced Marketing Departments to promote the Customer as the main axis of any strategy. But what does it mean for the customer to become the center of a company's strategy? To learn more about this new marketing trend, we have conducted an interview with three great professionals in the sector. Máximo Gómez Pardo (General Director for Southern Europe of J&J Vision), Pedro Esquivias (General Customer Director of TENDAM) and Fernando Alonso-Cortés Rodríguez (Managing Director of Findfor, Customer Centricity consultancy of Padre Group) tell us about the importance of Customer Centricity in different sectors.
Customer Centricity is the great marketing trend in the new normal , where human relationships between the brand and the customer have been affected by digitalization. But it is precisely Phone Number List technological innovation that can re-forge this union, maintaining all the facilities of the digital environment to which we have already adapted, but reoriented to our needs as consumers , leaving us with a great result: brands that are more humanized than ever. Without a doubt, Customer Centricity is too broad a term to establish an exact definition, or to be used by different sectors in the same way . But we can establish some fundamental pillars: «It is about moving from words and purposes to actions, but not only marketing, commercial or customer service actions, but also logistics, billing and, in addition, it is also about to promote organizational culture and business processes.
It means putting the consumer at the center of all decision-making in the company,” says Fernando Alonso-Cortés. "Putting the customer at the center of decision-making and seeing the business through the customer's eyes" is the fundamental pillar for Máximo Gómez, who tells us about Customer Centricty in the health sector. It is important that there is a cultural change in which we have to " touch processes, people and tools, but where perhaps the starting signal is to ask ourselves who the client is ," he adds. Thus, we must be clear that the client has changed, has different expectations and a more active attitude. He wants to be a participant and not a mere observer . The key is to combine these pillars and deliver a truly superior experience. Something that Pedro Esquivas agrees with. The General Customer Director of TENDAM tells us how this change has become very notable in recent years in the retail sector.
Customer Centricity is the great marketing trend in the new normal , where human relationships between the brand and the customer have been affected by digitalization. But it is precisely Phone Number List technological innovation that can re-forge this union, maintaining all the facilities of the digital environment to which we have already adapted, but reoriented to our needs as consumers , leaving us with a great result: brands that are more humanized than ever. Without a doubt, Customer Centricity is too broad a term to establish an exact definition, or to be used by different sectors in the same way . But we can establish some fundamental pillars: «It is about moving from words and purposes to actions, but not only marketing, commercial or customer service actions, but also logistics, billing and, in addition, it is also about to promote organizational culture and business processes.
It means putting the consumer at the center of all decision-making in the company,” says Fernando Alonso-Cortés. "Putting the customer at the center of decision-making and seeing the business through the customer's eyes" is the fundamental pillar for Máximo Gómez, who tells us about Customer Centricty in the health sector. It is important that there is a cultural change in which we have to " touch processes, people and tools, but where perhaps the starting signal is to ask ourselves who the client is ," he adds. Thus, we must be clear that the client has changed, has different expectations and a more active attitude. He wants to be a participant and not a mere observer . The key is to combine these pillars and deliver a truly superior experience. Something that Pedro Esquivas agrees with. The General Customer Director of TENDAM tells us how this change has become very notable in recent years in the retail sector.