Presented by Tom De Ruyck, Managing Partner, InSites Consulting, Belgium
In this presentation Tom will discuss the 3 gaps between brands and consumers that need to be closed in order to become a true consumer-centric organization: the empathy gap, the relevance gap and the experience gap.
Access the recording of this presentation via the NewMR Play Again page: https://newmr.org/play-again/
11. Collaborate with consumers to
better understand their frictions and
develop the most impactful
solutions to address these frictions
CLOSE RELEV NCE GAP
Connect business
stakeholders with consumer
reality to develop a consumer
intuitive organization culture
CLOSE EMP THY GAP
16. Collaborate with consumers to
better understand their frictions and
develop the most impactful
solutions to address these frictions
CLOSE RELEV NCE GAP
Listen to (real-time) consumer feedback
about their experiences and trigger (real-time)
actions to improve business performance
CLOSE EXPER ENCE GAP
Connect business
stakeholders with consumer
reality to develop a consumer
intuitive organization culture
CLOSE EMP THY GAP
19. Support
me to make
the right
choice
Keep
me excited
and looking
forward
Help me
escape from
everyday
routine
Stay
within the
holiday mood
afterwards
To what extent do you agree with
the following statements about TUI?
CONSUMER NEEDS
BECOME KPIS