Customer

Oriented
Strategie
s
Custom
er
Customer - a
person or
organization that
buys goods or
services from a
store or business.
Strateg
ies
Strategy - a plan
of action or policy
designed to
achieve a major or
overall aim.
Customer Oriented
Strategy
– observing the wishes and
needs of the customer,
anticipating them and then
acting accordingly.
4 Steps to
Create
Customer
Strategy
1. Build
Trust
before
Pushing
2. Be Where
Your
Customers
Are
3.Do
Good
Things
4. Always
Be
Authentic
Principles of a
Customer
Strategy
1. Master the art of
possible - the most
successful
companies
continually
experiment with
innovations that
make life better for
2. Know your
customers at a
granular level - Seek
out data from a
variety of sources at
the most granular
level.
3. Link your company’s
customer strategy to
its overall identity -
aligning the emotional
elements of your
customer strategy, and
all customer touch points
including pricing, with
the strongest capabilities
4. Target customers
with whom you have
the “right to win.”-
when your company has a
strong identity, you don’t
need to compete in every
marketplace — only in the
categories where you are
reasonably confident of
4. Target customers
with whom you have
the “right to win.”-
when your company has a
strong identity, you don’t
need to compete in every
marketplace — only in the
categories where you are
reasonably confident of
Custome
r
Oriented
Strategie