{"id":4610,"date":"2019-10-24T15:10:52","date_gmt":"2019-10-24T14:10:52","guid":{"rendered":"http:\/\/whataboutthecustomer.com\/?p=4610"},"modified":"2019-10-25T18:25:57","modified_gmt":"2019-10-25T17:25:57","slug":"customer-centricity-for-retailers","status":"publish","type":"post","link":"https:\/\/whataboutthecustomer.com\/de\/2019\/customer-centricity-for-retailers\/","title":{"rendered":"Customer Centricity for Retailers"},"content":{"rendered":"\n

How important is customer centricity for retailers? Stationary retail businesses have been under pressure for quite some time now. And there is no end in sight. This warrants the question what it takes for them to do better – or for a number of retail companies even what it takes for them to survive. Not very surprisingly, the answer is customer centricity. And that\u2019s not just because our company\u2019s name is \u2018What About The Customer\u2019. It\u2019s because the concept of customer centricity includes a number of valuable levers a retail business can pull in order to improve its position. <\/p>\n\n\n\n

A recent article by Ron Jacobs on \u2018Retail Customer Experience\u2019, a web portal specialised on the topic, lists four steps for a retailer to become customer-centric and hence more successful: <\/p>\n\n\n\n

  1. Investing in data and data analytics<\/li>
  2. Personalising customer experiences<\/li>
  3. Building emotional connections with\ncustomers<\/li>
  4. Rethinking loyalty programs<\/li><\/ol>\n\n\n\n

    As a regular reader of our blog, you will know about the importance we place on fact-based decision-making, on an inclusive organisation and on mutual value creation. We would therefore fully support the first point about investments in data and analysis. Points two to four are definitely crucial for creating value both for the organisation and for its customers. So, there is another tick mark. The elements we are missing, though, is the cultural aspect. In retail, the coordination and cooperation of all involved stakeholders \u2013 namely suppliers, business enablers, staff and customers themselves \u2013 is both particularly important and especially complex. Hence, it is vital for retail businesses to put special focus on this cultural aspect. In addition to the four valuable points brought forward by the author. <\/p>\n\n\n\n

    If you would like to read the article mentioned in this blog, please click here<\/a>. For another interesting blog post on customer centricity for retailers, follow this link<\/a>. <\/p>\n","protected":false},"excerpt":{"rendered":"

    How important is customer centricity for retailers? Stationary retail businesses have been under pressure for quite some time now. And there is no end in sight. This warrants the question what it takes for them to do better – or for a number of retail companies even what it takes for them to survive. Not […]<\/p>\n","protected":false},"author":1,"featured_media":4611,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[56,48,59,187,186,101],"yoast_head":"\nCustomer Centricity for Retailers | WATC Consulting AG<\/title>\n<meta name=\"description\" content=\"How important is customer centricity for retailers? The answer of course is \u2018very important\u2019. 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