By Lisa Leslie Henderson & Larry Weber Published July 23, 2014 12:00 p.m.
“To succeed in a customer-centric world, we must truly see our customers. Not stalk them, but understand them. As customer experience architects, we must collaborate to design and deliver products, services, environments, and personalized experiences that truly meet our customers’ needs. As we do, we will transform a traditionally passive and transaction-oriented association into a productive, profitable, and mutually beneficial collaboration with our customers.
To See ( sē/ verb): to understand
Now that we have entered what Forrester describes as the age of the consumer, those organizations that are able to really see their customers will be the ones that succeed. Indeed, the ability to see—to know where to look, to decode meaning from a glut of information and interactions, and reflect that understanding in our customer experience—is today’s primary source of competitive advantage.”
About Lisa Leslie Henderson & Larry Weber |
Lisa Leslie Henderson (@ljlhendo) and Larry Weber (@thelarryweber) are the co-authors of The Digital Marketer: 10 New Skills You Must Learn to Stay Relevant and Customer-Centric.
Be a part of the conversation at #thedigitalmarketer, lisalesliehenderson.com, and thedigitalmarketer.racepointglobal.com.