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Waiting for #SAPPHIRE NOW to kick off with Bill’s keynote, they play a pop song “You fit me like a glove. Oh, it must be love.”  Well, that’s customer engagement in a song.


Is this a topic for mill products  companies? Very much so. We see this happening in building products companies – from flooring, to windows & doors, ceramics and faucets. They sell multichannel today, and they  need to reach through to the end-consumers.


“When was it when my customer knew me better than I know him?”

I liked this tag line in Bill’s keynote. Inspiring and a little frightening, right?


Knowing a customer is today defined by consumer products companies. In our private shopping experiences we already enjoy smart commerce where sales , social media and service  come together. If we try to do this with legacy software, we will run in silos – some information in CRM, some ERP, some in social media or email.


I don’t want to deep dive into digital data platforms and seamless processes – just this: “Knowing your customer” is for me a combination of “knowing”- being data driven and seamless, and empathy.

Empathy may mean just this: leading by being “the easiest” to do business with. This is a lot relevant to mill product companies. It may be your most important differentiator. It is already a strategy for a number of heavy manufacturing mill products companies


I hope you are at SAPPHIRE NOW in Orlando. This is an excellent chance to learn from Mohawk’s journey to amazing customer experience with SAP, get a first hand demo of hybris software, or talk to our Mill Products experts in the industry campus.



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