With our support, you engage the fast-moving consumer.
As individual as your customers: Customer Centricity.
Hardly any other industry is as affected by digitalization as consumer goods manufacturers and retailers. The digital customer is better informed and only one click away from the next shopping opportunity. In order to remain future-proof and competitive in such an environment, it is necessary to merge the online and offline worlds in the form of seamless and consistent omni-channel strategies with a consistent customer focus.
Key questions that consumer goods manufacturers must answer in order to gain customer favor beyond the sheer power of the brand include: How is their own interface to the customer designed? What services do customers expect from a branded product today? How can the brand product be successfully differentiated from the retailer’s own brands?
Key questions that retailers must answer in order to differentiate themselves from online pure players are, for example: How does the point of sale (POS) become a point of experience (POX)? How much digitization does the POS of the future need? How do the expectations of the older target group differ from those of digital natives?
Prerequisites for answering these questions and implementing them accordingly are: A data-supported 360-degree customer view, an optimized customer experience at all contact points for the different target groups, the introduction of digital offers and services both on and offline. The latter can be, for example, clienteling solutions in stores, content platforms and ecosystems, and cross-channel services such as e-reservation services. The goal of these measures is to holistically improve and manage the interaction with the customer in order to realize higher customer satisfaction and thus customer loyalty.
As a strategic partner, we actively accompany retailers and wholesalers as well as luxury and consumer goods manufacturers on the path to digital transformation.
