Business Transformation in the Interest of the Customer in Key Industries of the Retail Market
Customer centricity is now an essential element for any successful business. By focusing on the customer and their needs, companies increase loyalty and trust in the brand, which leads to a boost in business performance. As a result, both the customer and the business benefit. In recent years, leading digital companies have made great strides towards accommodating the customer’s needs by improving the quality and level of services. However, there is still a huge growth area in the market: reducing the asymmetry of information, which is now a market standard, which works to the advantage of the business side. Offerings are growing geometrically, products are becoming more complex, and it is becoming increasingly difficult for the customer to understand them. The customer becomes a weak link operating in a market with a high asymmetry of information and marketing mechanics that use psychological techniques to attract customers. All of this is a market standard that needs strong leaders willing to change the rules in order to alter the trend. But who will be the first? How ready is the industry for change? What can we start doing now in order to reduce the asymmetry of information in the markets and why should we do it? How do we balance customer focus with the objectives of the commercial organization? How can we increase the accessibility of communicating the value proposition to the customer? What should honest advertising and honest price tags look like in reality?
Moderator
Kirill Tsarev,
First Deputy Chairman of the Board, Sberbank
Panellists
Tatyana Bakalchuk,
General Director, Wildberries (online)
Alexey Malinovskiy,
Chairman of the Board of Directors, TKS Holding
Sergey Piven,
Managing Partner for Business Support, Avito
Maxim Protasov,
Head, Russian Quality System (Roskachestvo)
Andrey Chikhanchin,
First Deputy Chief Executive Officer for Commerce and Finance, Aeroflot