There are twelve points that should be considered and aligned in a company for the maximum value of consumer centricity to be realized.

  1. Realize that consumers are in control and they expect friction-free, meaningful experiences
  2. Health is personal, trust must be earned before engagement
  3. Create a company consumer-focused culture
  4. Partner, do not collide
  5. Understand what motivates consumers – behaviors
  6. Engage with a consumer in their lifestyle
  7. Loyalty requires relationships and trust
  8. Communications and interactions must be relevant
  9. Consistent experiences with channel unity
  10. Coordinated interactions across business and it’s partners
  11. Offer usable tools and information to consumers
  12. Support for engagement comes from localization and community