Hershey's trade promotion management transformation yields sweet rewards
An enhanced trade promotion management solution with SAP technology and ongoing managed services help Hershey streamline operations and boost revenue.
The competition for customers is fierce in today's rapidly changing technological landscape, where consumers have more choices than ever before. With high expectations from customers, it is crucial to find ways to retain existing customers and attract new ones to drive positive outcomes.
Successful companies that excel in customer attraction have a strong allure that draws in fiercely loyal customers who become advocates for their brand. This can be achieved by delivering a unique customer experience and displaying core values that align with their customers' beliefs.
At PwC, we believe in a future where our clients can become the ultimate customer attractors by being outcomes obsessed. By focusing on delivering results that matter to their customers, businesses can overcome the challenges of attracting new customers and ensuring the satisfaction of existing ones.
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What obstacles do businesses face in their pursuit of attracting new customers and keeping existing customers happy?
As a tech-powered community of solvers, we continuously experiment with emerging technologies and capabilities that can disrupt the customer experience. Our tailored customer transformation approach is designed to tackle your organization’s most pressing customer challenges, going beyond traditional customer service or satisfaction measures to create a fundamental shift in how you engage with and serve your customers.
Explore our suite of cutting-edge solutions to take your customer attraction strategy to the next level.
A powerful platform designed to help improve pricing and promotion decisions. Predictive technology, unified data and actionable insights enable smarter decision-making—and help drive higher profits and revenue.
Companies that aren’t focused on customer attraction may be taking customer relationships for granted with only 20% of consumers saying they’re more loyal than before the pandemic, our 2023 PwC Customer Loyalty Survey found. Businesses must recognize the various touchpoints with customers as loyalty opportunities and understand what can help drive customer attraction, not just retention.
“What capabilities allow you to attract and keep your customers happy?”
Many organizations exclusively focus on capabilities attraction - developing capabilities that deliver differentiated products, services, or experiences. This is where innovation is key in order to keep up with continuously evolving customer expectations. Think customer insights generation; digital product innovation; process and system digitization; customer experience personalization. In the quest to understand “what” customers will do in given circumstances, capabilities are prioritized around fundamental demographics, or demonstrated customer behaviors.
But adjusting capabilities around customer and competitor moves is no longer enough to sustain customer attraction. To understand the demonstrated behaviors of your customers, you should understand the underlying factors that influence and drive "viewable behavior."
To be a more effective customer attractor, you should also focus on bringing values into the ongoing consumer experience conversation.
AI is rapidly evolving into a key driver of business success, transforming strategies and operations across sectors. Join PwC and industry leaders in the 30-minute webcast "AI is calling. Are front-office jobs ready to answer?" to hear real-world examples of how AI is reshaping customer experience and redefining front-office roles. Sign up to view the webcast replay.
PwC offers a wide range of business and technology transformation services, with a recent emphasis on experience design and build.
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