Research by Deloitte found that businesses satisfying an accepted criterion for being considered ‘customer focused’ are 60% more profitable than those not focused on the customer. This study also found that 64% of businesses with a customer-focused CEO are more profitable than those without. Research has also highlighted the power of personalised marketing, with 80% of consumers more likely to […]

  Research by Deloitte found that businesses satisfying an accepted criterion for being considered ‘customer focused’ are 60% more profitable than those not focused on the customer. This study also found that 64% of businesses with a customer-focused CEO are more profitable than those without. Research has also highlighted the power of personalised marketing, with 80% of consumers more likely to buy a brand that provides a personalised experience; 90% of consumers finding personalisation appealing, and 72% of consumers only engaging with personalised messaging.   A customer-focused approach to addressing customer needs requires a detailed understanding of them and strategies specifically designed to address them. A personalised marketing approach requires understanding the customer journey expectations at each touchpoint. The larger the market, the more diverse the needs, expectations, and requirements and the more difficult it is to be truly customer focused and to adopt a personalised marketing approach. As such, a truly customer-focused strategy, providing a high level of customer focus, should…