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Podcast: "Are You 'Customer Centric' Enough?"
PHOENIX (June 16, 2021) - Are you "customer centric" enough?
Sean Rogers and Tim Trull of LAVIDGE join Jeff Bickel, SVP Customer Success at Claritas, to discuss just that as guests of Monique Ruiz on the June episode of The Marketing Insider, a Claritas podcast.
Ruiz, marketing director of Claritas, hosts a monthly podcast featuring experts who help listeners understand consumers. This month, insights from Rogers, a client service director, and Trull, strategy managing director, follow remarks from Bickel with 15:16 remaining in the 27:55 podcast.
“Consumers are taking action to take more control,” Bickel said. “Marketers need to pay attention to what consumers' attitudes are on how their data is used.”
Following Bickel’s remarks, Rogers and Trull share details on what it takes to keep consumers happy, which in turn keeps B2B clients happy.
For Rogers, being customer centric is like three-dimensional chess. “LAVIDGE has to be customer centric, and the clients have to be, for it to be effective,” he said.
Trull noted that being customer centric also requires an all-hands-on-deck effort.
“First of all, you’ve got to have leadership buy-in, and you’ve got to have buy-in across the organization,” Trull said. “It can’t be something that marketing/communications drives. It really does have to be something the entire organization is committed to.”