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Mind The Gap – Consumer Centricity in a nutshell
The document discusses the importance of consumer centricity in business strategy, emphasizing the need for organizations to understand and collaborate with consumers to address their frictions effectively. It highlights the significance of closing various gaps such as empathy, relevance, and experience to create a consumer-intuitive culture and improve business performance. Real-time consumer feedback and a focus on collective needs are key to developing impactful solutions and enhancing customer satisfaction.
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Mind The Gap – Consumer Centricity in a nutshell
- 1. Mind The Gap ConsumerCentricity in a nutshell Tom De Ruyck InSites Consulting Festival of NewMR April 2021
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- 3. MIND THE GAP(S)! TOWARDSCONSUMER CENTRICITY Tom De Ruyck, InSites Consulting
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- 8. Connect business stakeholders withconsumer reality to develop a consumer intuitive organization culture CLOSE EMP THY GAP
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- 10. YOU ARE NOT YOURCONSUMER
- 11. Collaborate with consumersto 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
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- 13. COLLECTIVE NEEDS SELF-FULFILLMENT NEEDS PSYCHOLOGICALNEEDS BASIC NEEDS SOCIETY LIFE EXPERIENCE PRODUCT/SERVICE NEEDS PYRAMID
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- 16. Collaborate with consumersto 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
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- 19. Support me to make theright 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
- 20. TOUCH POINT SATISFACTION + PERFORMANCE ON CONSUMERNEEDS DRIVE 60% OF NPS D r e a m i n g
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- 23. MIND THE GAP(S)! TOWARDSCONSUMER CENTRICITY
- 24. Q & A TomDe Ruyck InSites Consulting Sue York The Research Society
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