Heard about Mystery Shoppers? Ever wondered what makes great brands spend a huge amount on asking people to fake as shoppers and even provide them with goodies? What do Mystery Shoppers bring back to the organization? And if at all they bring back something, what is it and to what part of the organization does it effect?
The only answer to all of the above questions is to be able to empathize with the customer. You ask why? Well, not only because “customer is the king” and you should be able to understand what she/he wants, but precisely to gauge customer insights in order to provide them with only what they value and in turn hit the bulls eye with your marketing budget as well as future inventory forecasts. Not long ago, many businesses did things because they thought those things will work for them. The scenario has now changed and the idea is to start from the customer and not end at them. This is where rose today’s buzzword “personalization”.
Personalization is now the key to success and successful customer relationships (read loyalty). It is the era of customer-focused organizations. A customer/client is not a onetime affair, it is rather a journey. McKinsey studies the importance of the same and gives a list of managing customer relationships.
Long-term customer relationships lies at the crux of personalization. To get a better understanding of the same – Let us now go through McKinsey’s detailed research on the same!
Let’s all see the world as our customers do – http://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do
Let us know in the comments below, if you can relate to the same!
Until we meet again!
XavThought 
[…] Source: DO YOU CARE ABOUT THE CUSTOMER’S POINT OF VIEW? […]