Being in tune with the consumer
By Global Trust Association
12 April, 2019 | 14:04hrs
The scope of a consumer-based strategy requires discussing the aspects defining the final perception of those who will interact with our products, services, or the channels set up by our company. The objective is to make the consumers have a great experience in every respect, based on what we are able to provide.
In order to achieve this purpose –and as mentioned in our last post–, it is necessary to know firsthand the need, the problem, and not less important, the context. In this regard, empathizing with the consumer is one of the most general ways to define a strategy, which –because of the word meaning– aims to provide our best effort to be in line with the person and share its feelings, desires, needs, and problems. Since this is a clear strategy, it is possible to use several means, techniques, and tools to be able to explore the consumer’s insight, such as the currently famous empathy maps, customer journey maps, among others.
Each of these tools, according to their approach, allow us to develop powerful schemes that represent –and usually analyze– the consumer’s experience, perception, expectations, and feelings related to its environment, context and reality. Knowing and understanding the requirement is not enough, but –as already said– having a deep knowledge of the factors triggering it, so that the customer’s interactions with our products, services, or the company, always get to be attractive enough in every respect.