Consumer centricity is all about putting your consumers at the heart of everything your organisation does.
But, that's easier said than done when your company sells primarily through retailers and owes its growth in large part to skillful management of B2B relationships.
To continue growing now and into the future manufacturers must also build and nurture direct relationships with consumers - regardless of whether they sell through retailers or directly to end-users.
This requires a fundamental rethink of how best to meet consumers' changing needs in the pre-sale, at-sale, and post-sale journeys.
In home appliances, this has led to a sharpened focus on the consumer experience throughout the entire ownership period.
Olga Potaptseva and Chris Dunn recently wrote a short white paper to highlight how investing in the ownership journey results in enhanced consumer-centricity and increased customer lifetime value.
It's based on the well-publicised Electrolux transformation towards consumer-centricity and contains insights that apply more widely to branded manufacturers of consumer durables.
It's worth bearing in mind that consumer-centric organisations don't define themselves as B2B, B2C, or even B2B2C because when consumers truly are at the heart of your operations, you aim to serve them better through every channel and at every touchpoint.
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For help with your consumer-centric transformation, please call Chris on 07927 638711 or book an online Teams meeting through the Chris Dunn Consulting website https://www.chrisdunnconsulting.co.uk
