Customer centricity: how customers can make or break a business today
Digitalisation in society and the business world has led to people forming their own opinions through all digital touchpoints. To a great extent, they make purchase decisions on their own and are extremely difficult to influence via traditional marketing. The current relationship between buyers and sellers is shifting: companies need to engage in much more genuine dialogue with their target audiences. Many have now recognised how important this is for companies in theory, but they must now ask themselves what the specific consequences of this will be for them. They need to focus on their customers in a new way, but what are the after-effects of this?
Customer focus in itself is nothing new, yet the magnitude and the process are. Our business partners worry about how to logically digitalise business processes and practices, rethink marketing (and often the entire business model) and find new sales and/or distribution channels. We can help them with this. Ultimately, marketing is an integral part of our DNA and our knowledge spans the entire marketing matrix.
The digital transformation to customer centricity is no mean feat for many companies because they are traditionally product-oriented. Global leaders in the automotive industry, in machinery and plant engineering and in electrical engineering have managed it through state-of-the-art technology. But until now, sectors such as finance, cosmetics and jewellery have focused purely on the product. This will no longer be enough going forward: the product will need to be flanked with a smart digital strategy that elevates the customer to a completely different position and facilitates conversation no matter the platform used. This concerns all touchpoints, including the product itself. Retail business, which is increasingly being replaced by e-commerce, is just one aspect here. Consultation with the aid of digital tools, or sometimes digital tools offering the consultation, can now help customers look for solutions around the clock.
In addition, there are now completely new product requirements, even for B2B companies. The increasing levels of networking require new digital business models and supplemental offerings to be developed. They also involve the transition from excellent technology to smart customer-centric technology, from products to solutions.
A united force to help leaders flourish in a digital world
This is our holistic approach. This is our internal and external motto, which we use as a basis for all our work. To us, this doesn’t mean keeping pace with digitalisation. It means always being one step ahead of it. For us and for our customers. And for a world in which digitalisation improves all our lives.
The digital transformation has an impact on all areas of business
Many companies are still not coming to terms with the digital transformation. They know that the topic concerns more than just redesigning their website. But they need a sparring partner to help them define specific fields of action. We can show them all they need to know with an explanation of all practical implications. As an agency, we can work in interdisciplinary teams to analyse all areas in question and thus find the appropriate solutions for each company.
Focal points relevant to almost all companies:
A large number of companies continue to sell their goods or services via their own branch offices or bricks-and-mortar stores. Yet e-commerce, and increasingly m-commerce, are calling into question many principles of previous sales, and perhaps even corporate, strategies. As sales channels are rapidly changing, barriers to entry are also vanishing and many companies are seeing intense competition from industry newcomers. Never before has the fight for the customer been so tough, direct or challenging. Technically refined and customer-friendly solutions are the key to customer loyalty.
Traditional marketing is declining in importance, while personalised communication and content is becoming more relevant. However, this is only the case if both topics are genuinely approached from a customer-centric perspective, in other words the customers see added value in the goods or services. Perfect targeting across all touchpoints is the only way to ensure that the right target audiences find the right content. This corresponding added value then increases the brand recognition.
We believe in…
Long-term customer relationships
We work in a number of areas for the following customers. As a leading agency with a knack for digitally transforming brands and business models. As an excellent agency specialising in certain touchpoints. And as a one-stop shop for digital transformation services. Always with genuine experts on hand.
Technology and service partnerships
With an analytical view on future-oriented technology and market developments, we evaluate innovations and continuously expand our strategic portfolio of trusting partnerships for our customers and ourselves.
Continuing professional development
We develop sophisticated and technically sustainable software solutions of the highest quality for our customers' individual digital business. To achieve this, we continuously invest in our expertise and the certification of our implementation teams in close partnership with market-leading technology manufacturers.
The strength of the PIA Group
Since 2019 UDG United Digital Group is part of the Performance Interactive Alliance (PIA Group) as PIA UDG. The PIA Group is the leading digital service provider in Germany and combines strategy, creativity and technology to Data Driven Marketing. With analytical and technological know-how, the 1200 experts of the PIA Group support customers and partners in the digital transformation of their business models, contribute to new business and customer acquisition and optimize customer value and relationships. The group is united by the claim to sustainably improve the efficiency and effectiveness of all digital sales and marketing activities of customers (B2C & B2B).