It's time to get emotional with your customers

Abstract

In the era of the highly connected and informed consumer, where choice is endless and loyalty is in short supply, the challenge lies in how to take the leap from having passive customers with low engagement to ones that will advocate for you.

There needs to be an unprecedented focus on the customer to accelerate growth and meet the needs of consumers against a backdrop of economic, regulatory and technological change.

Organisations must bring together new capabilities across strategy, experience, operations and technology to unite the delivery of compelling propositions that deliver value for customers, employees and the company itself.

The key is creating an emotional connection to your company and being transparent on where you are now, where you want to go and how you will involve your employees, your customers and the wider community along the way.

So what are the new expectations of consumers? Who are your stakeholders and what do you know about them? How do they behave? What do they expect from you? How are you using data to drive decision making? How is value being created and how is value being shared? Do you bring together your customers, people and partners to co-design the future? Are you experiences, operations and technology platforms connected to bring your strategy to life? Do your customers and people believe you have the conviction to stay the course and deliver?

Christine will share her experiences and lessons learnt along the way. To view the video, click the link on the right.