We live in a world that is motivated by technology. People and businesses share various information online and many of them are completely transparent with everyone. However, there are brands that have not fully embraced customer centricity. These businesses are more likely to be faced with problems because customer centricity is important for a number of reasons:
- The availability of new technologies can cause a disruption in various marketing channels if your practices and policies are not updated to accommodate the evolution of digital. Old policies can not withstand the shift in consumer behavior and holding on to those policies could impact your bottom line.
- The balance of power has shifted to the consumer. Customers have more access to information than they previously did and are now able to express their feelings and the experiences they have had on your network or a network they are a part of. If you are not active in the digital spaces your consumers are, then you are loosing important interactions that could strengthen your relationships with your customers.
- It is important that you create a great relationship with your customers. Customer centricity is the cornerstone in which you build a lasting relationship. Without it you risk loosing not only a customer, but also loosing potential customers who may have heard negative remarks from unsatisfied consumers.
Joining forces with your customers can be a challenge, especially when certain practices have been in place for a long time and creating a corporate shift in mindset can take a large amount of stakeholder buy-in. However, it is important that you make the effort to gather around your customers and create long-lasting relationships. This step is not only important to your customer, but it is increasingly important to your profit margins.
To learn more about how your organization can become truly customer centric register to attend Digital Pharma Europe. The 2016 event is hosted by AstraZeneca at the Alderley Park Facility in Cheshire, UK this 1-3 March and brings together over 200 life science leaders from across Europe and around the world who are implementing the latest trends in digital and social channels to enhance customer experience. To learn more about this event please visit the website. Click here to register and be sure to mention Priority Code C791BLOG.
