There are twelve points that should be considered and aligned in a company for the maximum value of consumer centricity to be realized.
- Realize that consumers are in control and they expect friction-free, meaningful experiences
- Health is personal, trust must be earned before engagement
- Create a company consumer-focused culture
- Partner, do not collide
- Understand what motivates consumers – behaviors
- Engage with a consumer in their lifestyle
- Loyalty requires relationships and trust
- Communications and interactions must be relevant
- Consistent experiences with channel unity
- Coordinated interactions across business and it’s partners
- Offer usable tools and information to consumers
- Support for engagement comes from localization and community