close up shot of a person holding a credit card

How customer insights can drive brand success

This article was based on the interview with Laura Ritchey of Radial by Greg Kihlström for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:

The podcast emphasizes the importance of understanding customer insights in driving brand success. The guest speaker, Laura Ritchey, EVP and COO of Radial, emphasizes the need for brands to consider the life cycle of their products and how they can contribute to the overall brand and customer experience. This includes thinking about what happens to the product once it is used up or reaches the end of its useful life. By incorporating sustainability into their brand story, brands can not only benefit from encouraging customers to replace or upgrade their products but also demonstrate their commitment to protecting the planet.

One key piece of advice that Laura offers to brands is to ask their customers what they want. In an era where customer expectations are constantly evolving, it is crucial for brands to gather customer insights and understand their preferences. This can help brands avoid speculation and ensure that they are meeting their customers’ expectations. For example, brands should question whether customers truly expect two to three-day delivery for all products or if they value the unboxing experience. By gathering customer insights, brands can make informed decisions about their operations and focus their energy on delivering what their customers truly want.

Laura also acknowledges that the pandemic has disrupted traditional ways of interacting with customers, particularly in the e-commerce space. With customers not physically present, brands need to find alternative ways to engage and understand their customers. This further emphasizes the importance of gathering customer insights and adapting to changing customer behaviors and preferences.

The podcast highlights the abundance of data available to brands and the importance of using this data to drive decision-making. In the past, brands could rely on in-person focus groups and spending hours in stores to gather customer insights. However, with the shift to e-commerce and the limitations imposed by the pandemic, brands need to find new ways to interact with customers and understand their needs. Leveraging data analytics and customer feedback can provide valuable insights into customer preferences, allowing brands to tailor their offerings and experiences accordingly.

Ultimately, the podcast emphasizes that customer insights are crucial in driving brand success. By understanding what customers want and investing in sustainable practices, brands can create memorable experiences that foster brand loyalty. By focusing on the top two or three items that will create brand loyalty and increase the value of the customer relationship, brands can position themselves for long-term success in the market.

The interview highlights the significance of customer insights in driving brand success. Brands that prioritize understanding their customers’ preferences and investing in sustainable solutions can create memorable experiences that foster brand loyalty. By gathering customer insights and adapting to changing customer behaviors and preferences, brands can position themselves for long-term success in the market.

House of the Customer by Greg Kihlström is now available.
House of the Customer by Greg Kihlström

Leave a Reply