Customer centricity: key in a competitive market -Ashley Dudarenok

 

Ashley Dudarenok

Customer centricity is key in a competitive markets, more than customer friendliness, says marketing expert Ashley Dudarenok on her weblog. “China’s approach to customer centricity has been transformative, driven by a combination of technological integration and a deep understanding of consumer behavior,” she writes.

Ashley Dudarenok:

At the core of customer centricity is the focus on meeting customer needs. By truly understanding and fulfilling customer expectations, businesses can enhance customer satisfaction. Improved customer satisfaction brings numerous benefits, including increased customer loyalty and retention.

Satisfied customers are more likely to become brand advocates and provide positive word-of-mouth referrals, contributing to the growth of the business. Moreover, businesses that prioritize customer satisfaction create a distinct competitive advantage by differentiating themselves from rivals.

Hgh levels of customer satisfaction lead to a higher likelihood of customer forgiveness in the event of occasional service issues or mistakes. When customers feel valued and their needs are consistently met, they are more understanding and forgiving of any shortcomings.

More at Ashley’s weblog.

Ashley Dudarenok is a speaker at the China Speakers Bureau. Would you like her to be at your meeting or conference? Contact us or fill out our speakers’ request form.

Are you looking for more marketing experts at the China Speakers Bureau? Do check out this list.

Travel industry: in need of a post-corona rethink - William Bao Bean

William Bao Bean

Many industries have to rethink the way their business and business models are organized when they resume action as the coronavirus crisis subsides. The travel industry is one of them, says Shanghai-based VC-veteran William Bao Bean, at WebInTravel. "Travel needed to solve a very big problem – high customer acquisition costs – and he said it needed a new model in which everyone wins, and not like now “where everyone loses but the platform”.

WebInTravel:

William Bao Bean, partner, General Partner, SOSV Capital said travel needed to solve a very big problem – high customer acquisition costs – and he said it needed a new model in which everyone wins, and not like now “where everyone loses but the platform”... 

Bao Bean spoke of one of his investments, Travelflan, a new superapp-like model which worked on revenue share to offer distribution reach to travel suppliers to sell services. “It doesn’t make money on advertising, it works on revenue share. We have industry players who are under such pressure from Google, Facebook, Taobao, all the big giants that they are willing to trust each other and work together.” 

Their secret sauce is zero customer acquisition cost, he said. “We should take advantage of this difficult time and come around a trust-based model, stay profitable and serve customers.”

More in WebInTravel.

William Bao Bean is a speaker at the China Speakers Bureau. Do you need him at your (online) meeting or conference? Do get in touch or fill in our speakers' request form.

Are you looking for more experts to help you after the coronavirus crisis? Do check out this list.

At the China Speakers Bureau, we start to organize online seminars. Are you interested in our plans? Do get in touch.