Know Your Customer | Risk Advisory | Deloitte Southern Africa has been added to your bookmarks.
Know Your Customer
‘Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves’. – Steve Jobs (Co–founder, Chairman and past CEO of Apple)
5 Essential Truths
- Customer and brand loyalty are in decline.
- Customers are more informed, more demanding, more fickle, and more tuned in to one another’s opinions.
- Companies in virtually every industry are feeling the heat from more discerning—and often less loyal—customers.
- Chalk it up to globalisation, social media, economic uncertainty, and product commoditisation.
- Companies need a more complete, intimate understanding of their customers and customer behaviour to get them, grow them, and keep them.
5 Immediate Check Points
- Do you take the time to walk in your customers’ shoes? Do you know customer behaviour and trends affecting your customer?
- Are you asking the right questions? Do you know which are the right questions to ask?
- Do you underestimate the strength of your current data; it doesn’t have to be complete to be valuable?
- Are you planning for how you can turn the insights into actions?
- Do you picking a tight, focused project that can generate valuable insights and recommendations that will likely be easier to execute?