Accenture just published (January 21st, 2015) their findings from the 10th annual Global Consumer Pulse Research . While the findings are geared toward retail some important insights can be gleaned for any competitive business landscape. According to Robert Wollan from Accenture Strategy, "... many companies have been chasing the opportunity digital brings, but they have not addressed the root causes of the problems that are exposed when they don’t execute well. Companies have been focused only on ‘doing the same things better’ when these issues really require them to ‘do things differently.” In the past, business leaders had to choose which "off the shelf" solution to configure to meet their business needs. However, they quickly learned that configuration now means rigidity and incompatibility with future upgrades (see our previous post regarding legacy ERP ). Fortunately, the proliferation of cloud computing coupled with agile methodologies has created the perfect opportunity for businesses to "do things differently."
Kevin Quiring, managing director of Accenture Strategy continues, “Today’s customer’s sense of loyalty to an existing provider is often eclipsed by a competitor’s personalized and tailored experience." This willingness on consumers behalf to switch providers based on better and differentiated service presents an enormous opportunity for opportunistic companies. Contact Kinetech now to see how we can help you create a custom experience for your customers.