Customer Centricity Strategy along the Customer Journey
Through the more intensive partnership, shop operators can benefit from the customer-centricity strategy and tailor the entire customer journey of their customers to their needs. “With the help of personalisation, the customer can be placed in the centre at all times. For this, it is important to recognise the customer’s needs in every phase of the customer journey and to address them specifically with relevant content. Personalised content that takes customer-specific preferences into account meets the needs of customers and thus ensures customer centricity along the entire customer journey,” states Thorsten Mühling, CEO & Founder of epoq.
In the product research phase, for example, epoq supports shop operators with an intelligent search that guides customers quickly and easily to the desired product in the form of personalised result lists, among other things, and thus fulfils the need for orientation. Y1 also ensures customer-oriented category management. In the phase of readiness to buy, the structure and content of the product detail page, which is geared to the customer’s needs, is of great importance. Here, Y1 can use its expertise to ensure a customer-centric design. In addition, epoq addresses the need for inspiration with the help of personalisation by providing relevant recommendations that take customer-specific preferences into account.