The Path to Customer Obsession
Test-and-learn strategies for meeting customer needs
As the Optimizely Digital Experience Partner of the Year, we help brands orchestrate, monetize, and experiment at scale.
Everyone wants to know what customers want. It’s a truth as lasting as commerce itself.
Today, the dictum has turned its head: customers expect that you know what they want, and can deliver it to them seamlessly. What’s more, they expect this level of service at every touchpoint from organizations large and small, from high tech to healthcare to financial services and beyond.
To keep up, business leaders must keep a finger on the pulse of a market that’s always in flux. In this environment, only customer-obsessed companies will rise to the challenge and thrive.
While there isn’t a magic customer-obsession switch, there are strategies to set you on the path to success. These tried-and-true approaches ensure your organization moves from a product orientation toward customer obsession.
Customer-obsessed companies use test-and-learn ecosystems to uncover truths about what customers truly desire. In the age of AI and ML-based tools, every touchpoint is an occasion for testing, and every employee is a purveyor of data insights. Likewise, every process and decision, save the most strategic ones, must pass the touchstone of testing.Â
Hero Digital’s The Path to Customer Obsession report helps business leaders discover the needs of the people they serve.
Read this report to discover tangible strategies for accelerating your customer focus, creating bullet-proof value for those you serve, and building test-and-learn systems everywhere in your company.
Listen to customers, regularly
Every interaction is an opportunity to record feedback, implicit and explicit.
Pivot swiftly and fearlessly
Changes are not failures, but steps along the path to discovery.
Have clear internal alignment
Every employee is aligned to serving customer needs.
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