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.

 

Enjoy SAPPHIRE NOW!

To report this post you need to login first.

Be the first to leave a comment

You must be Logged on to comment or reply to a post.

Leave a Reply