CUSTOMER
CENTRICITY
RETAILERS ARE LEAVING
MONEY ON THE TABLE
CUSTOMER
CENTRICITY
SHOPPERS WANT NEW
RETAIL PRACTICES BASED ON
1
80%
WANT PERSONAL DATA TO
DECIDE PRODUCT AND SERVICE
OFFERINGS AT RETAILERS
94%
WANT A LOYALTY CARD OR APP
WITH THE ABILITY TO EARN AND
REDEEM POINTS
92% WANT RELEVANT COUPONS
AFTER THEY SHOP
94%
WANT TECHNOLOGY ENABLED
ASSOCIATES WHO CAN CHECK
INFORMATION AS NEEDED
2
HUGE
OPPORTUNITIES WITH ADOPTING
CUSTOMER CENTRICITY ARE
1-4%
WITH CUSTOMER
CENTRICITY, THERE IS A
INCREASE IN GROSS SALES
$80 MILLION
FOR A $2 BILLION
GROCER, THIS MEANS
IN ADDITIONAL SALES
3
FIVECHALLENGES RETAILERS NEED TO
OVERCOME TO ACHIEVE
CUSTOMER CENTRICITY
STRATEGY OR BRAND
PROPOSITION ISN’T
FOCUSED ON A
CUSTOMER-CENTRIC
APPROACH
#1
A SHIFT IN
ORGANIZATIONAL
MINDSET IS
NECESSARY FOR
ADOPTION
#2
INTERNAL-
OPERATIONAL
INFRASTRUCTURE
IS REQUIRED
#3
REMOVING
OPERATIONAL SILOS
TO ALLOW CROSS-
ORGANIZATIONAL
ALIGNMENT AROUND
THE CUSTOMER
#4
DIFFICULTIES
INCORPORATING THE
CUSTOMER INTO
STRATEGY
#5
4
CLOSERTHAN YOU THINK
THE JOURNEY TOWARDS
CUSTOMER CENTRICITY IS
<1 YEAR
WE KNOW IT TAKES
TO SEE IMPACT
SUBSCRIBE TO
LOYALTYONE INSIDER
STAY CONNECTED
loyalty.com/subscribe
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Customer Centricity

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Customer Centricity

  1. 1. CUSTOMER CENTRICITY RETAILERS ARE LEAVING MONEY ON THE TABLE
  2. 2. CUSTOMER CENTRICITY SHOPPERS WANT NEW RETAIL PRACTICES BASED ON 1
  3. 3. 80% WANT PERSONAL DATA TO DECIDE PRODUCT AND SERVICE OFFERINGS AT RETAILERS
  4. 4. 94% WANT A LOYALTY CARD OR APP WITH THE ABILITY TO EARN AND REDEEM POINTS
  5. 5. 92% WANT RELEVANT COUPONS AFTER THEY SHOP
  6. 6. 94% WANT TECHNOLOGY ENABLED ASSOCIATES WHO CAN CHECK INFORMATION AS NEEDED
  7. 7. 2 HUGE OPPORTUNITIES WITH ADOPTING CUSTOMER CENTRICITY ARE
  8. 8. 1-4% WITH CUSTOMER CENTRICITY, THERE IS A INCREASE IN GROSS SALES
  9. 9. $80 MILLION FOR A $2 BILLION GROCER, THIS MEANS IN ADDITIONAL SALES
  10. 10. 3 FIVECHALLENGES RETAILERS NEED TO OVERCOME TO ACHIEVE CUSTOMER CENTRICITY
  11. 11. STRATEGY OR BRAND PROPOSITION ISN’T FOCUSED ON A CUSTOMER-CENTRIC APPROACH #1
  12. 12. A SHIFT IN ORGANIZATIONAL MINDSET IS NECESSARY FOR ADOPTION #2
  13. 13. INTERNAL- OPERATIONAL INFRASTRUCTURE IS REQUIRED #3
  14. 14. REMOVING OPERATIONAL SILOS TO ALLOW CROSS- ORGANIZATIONAL ALIGNMENT AROUND THE CUSTOMER #4
  15. 15. DIFFICULTIES INCORPORATING THE CUSTOMER INTO STRATEGY #5
  16. 16. 4 CLOSERTHAN YOU THINK THE JOURNEY TOWARDS CUSTOMER CENTRICITY IS
  17. 17. <1 YEAR WE KNOW IT TAKES TO SEE IMPACT
  18. 18. SUBSCRIBE TO LOYALTYONE INSIDER STAY CONNECTED loyalty.com/subscribe

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