In today’s Internet-focused world, consumers have more authority and less patience than ever before. The line that once differentiated consumers from B2B buyers has been blurred, and businesses must remain agile enough to easily adapt to these changes, or risk falling behind. For independent packaging manufacturers specifically, it’s about employing a business practice that focuses on the customer—not just in the value that a business offers (quality products and service), but realizing the long-term value the customer will provide in return. It’s about open lines of communication and a mutually beneficial relationship. It’s about customer-centricity.
Forbes, customer-centricity means a better understanding and engagement of customers, as well as enhancing capabilities for serving customers. E-commerce giants Amazon.com and Zappos are great examples of companies that have successfully employed a customer-centric approach. Jeff Bezos, CEO of Amazon, famously said his goal was to become the “Earth’s most customer-centric company” and would do so by “focusing obsessively on the customer.” In the end, what really differentiates these companies is that they do not just claim to provide the greatest customer experience—they deliver it.
Packaging manufacturers, too, can deliver such an experience to their customers by adopting a customer-centric model based on four key principles: self-service, real-time access, collaboration, and business agility. The importance of the customer experience cannot be overemphasized, and it has become vital that businesses make their products and services easily accessible.