Becoming Hyper Customer Centric [REPORT]

To compete in a global marketplace with shifting demographics, even today’s best-in-class consumer companies require a deeper, multi-dimensional understanding of their customers. Hyper customer-centricity brings the customer into sharper focus through the use of advanced data analytics and smart technologies to track and anticipate consumer behavior in near-real time and deliver personalized products and experiences when, where, and how the customer wants them.

However, keeping up with fast-changing customer demands can be a challenge, as our survey results show. For example, although half of the surveyed companies believe their customers want better in-store service and experiences, only one-third say they are successfully meeting these demands. Similarly, 42 percent of respondents said their customers want to shop online to find the lowest price and best value, yet only 27 percent felt they were successfully responding. Other areas in which companies were falling short include delivering an omni-channel experience, offering new business models and providing options for picking up or returning products.

To download report CLICK HERE.