{"id":13578,"date":"2023-02-20T13:56:04","date_gmt":"2023-02-20T13:56:04","guid":{"rendered":"http:\/\/dev.stories.amorepacific.com\/en\/?p=13578"},"modified":"2023-06-28T15:40:38","modified_gmt":"2023-06-28T06:40:38","slug":"customercentricity-m","status":"publish","type":"post","link":"https:\/\/dev.stories.amorepacific.com\/en\/customercentricity-m\/","title":{"rendered":"\u2018Customer-centricity\u2019: making customer-first is a timeless classic"},"content":{"rendered":"<p><style type=\"text\/css\"><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\">\ufeff<\/span> \/* common : S *\/ .responsive_column_wrap { margin: 0; max-width: 900px; margin-left: auto; margin-right: auto; padding-bottom: 100px; font-size: 17px; color: #555; line-height: 1.65; word-break: keep-all; } .responsive_column_wrap.zh { word-break: break-all !important; } .responsive_column_wrap span { margin: 0; } .responsive_column_wrap .fw600 { font-weight: 600; } .responsive_column_wrap .c111 { color: #111; } .responsive_column_wrap .ptc01 { color: #63caf5; } .responsive_column_wrap .ptc02 { color: #30aadd; } .responsive_column_wrap .fz18 { font-size: 18px; } .responsive_column_wrap .fz20 { font-size: 20px; } .responsive_column_wrap .underL { text-decoration: underline; text-decoration-skip-ink: none; } .responsive_column_wrap .italic { font-style: italic; } .responsive_column_wrap .taL { text-align: left; } .responsive_column_wrap .taR { text-align: right; } .responsive_column_wrap .taC { text-align: center; } .responsive_column_wrap .inner30 { margin-left: 30px; margin-right: 30px; } .responsive_column_wrap .inner50 { margin-left: 50px; margin-right: 50px; } .responsive_column_wrap .hash_text { font-size: 18px; font-weight: 600; letter-spacing: -0.02em; color: #111; } .responsive_column_wrap .star { color: #30abde; } .responsive_column_wrap .img_area>div { margin: 0 auto; text-align: center; } .responsive_column_wrap .img_area .img_desc { display: block; margin-top: 10px; font-size: 16px; text-align: center; color: #555; } .responsive_column_wrap .box_area { margin: 0 30px; padding: 30px; border: 1px solid #c0c0c0; box-sizing: border-box; line-height: 1.7; } .responsive_column_wrap .source_area { margin: 0 30px; } .responsive_column_wrap .source_area .box_in { border-top: 1px solid #999; padding-top: 5px; } .responsive_column_wrap .video_area { position: relative; } .responsive_column_wrap .video_area iframe { position: absolute; top: 0; left: 0; width: 100%; height: 100%; } \/* common : E *\/ .responsive_column_wrap .sec_tit::before { content: ''; display: block; width: 50px; height: 40px; margin: 0 auto; background: url('http:\/\/dev.stories.amorepacific.com\/wp-content\/uploads\/contents\/674071bd-7037-4cf2-9481-792bdb938212.jpg') no-repeat center \/ cover; } @media (max-width:768px) { \/* common : S *\/ .responsive_column_wrap { padding-bottom: 50px; } .responsive_column_wrap .inner30, .responsive_column_wrap .inner50 { margin-left: 0; margin-right: 0; } .responsive_column_wrap .img_area .img_desc { font-size: 14px; } .responsive_column_wrap .box_area { margin: 0; padding: 15px; } .responsive_column_wrap .source_area { margin: 0; } .responsive_column_wrap .source_area .box_in { padding-top: 2px; } \/* common : E *\/ }<\/style>\n<\/p>\n<div class=\"responsive_column_wrap\">\n<div class=\"img_area\">\n<center><br \/>\n<img decoding=\"async\" class=\"onlyW\" src=\"http:\/\/dev.stories.amorepacific.com\/wp-content\/uploads\/contents\/e68703a2-22d2-42bd-84b9-95ebf64e1a2b.jpg\" alt=\"\" \/><br \/>\n<img decoding=\"async\" class=\"onlyM\" src=\"http:\/\/dev.stories.amorepacific.com\/wp-content\/uploads\/contents\/6b890902-5fb2-44a0-9bc0-c24426d07327.jpg\" alt=\"\" \/><\/center><\/div>\n<p>&nbsp;<\/p>\n<div class=\"text_area inner50\">\n<p>A \u2018customer-centric\u2019 culture has always been our top priority. Over the past 90 years, we have been able to surmount whatever challenges throw our way by putting the customers first, holding dear to our hearts the following words of the founder: \u2018We are right about being wrong. Customers are always right.\u2019 Then why are we facing this crisis when our priority hasn\u2019t changed?<\/p>\n<p>That is because the customers have completely changed. The pandemic brought about profound changes in the customers\u2019 daily lives. Hence, the question we need to ask ourselves is: aren\u2019t we the ones dwelling in the past and the old ways of serving customers? Let us be humble and <span class=\"underL\">go back <span class=\"fw600\">to the basics of customer centricity.<\/span> <\/span> We must clearly understand <span class=\"underL\">who our customers are, what they want, what values they aspire to,<\/span> and restructure the business to adapt to the changing world.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"text_area inner50\">\n<div class=\"sec_tit taC fz20 c111 fw600\">Vision execution is the first step towards<br \/>\n<em class=\"ptc01\">\u2018fully understanding customers in the new era\u2019<\/em><\/div>\n<p>As I mentioned in my previous letter, a company\u2019s or industry\u2019s success or failure depends on its vision. As we endured challenges over the past few years, the company took some time to re-assess customer expectations and evolving needs, and created a New Beauty vision that builds on three pillars: Life, Digital, and Empathy. Vision must be executed with speed, as it is <span class=\"underL\">the first step into a new era of customer centricity.<\/span><\/p>\n<p>The value that we want to capture is the yearning for \u2018authentic self.\u2019 We must push into new frontiers of customers\u2019 \u2018Life\u2019 and explore new opportunities so that they fully unlock their beautiful authentic self. We also need to make good use of \u2018Digital\u2019 technology to quickly grasp and cater to the needs and wants of customers. Last but not least, we need to win customers with \u2018Empathy\u2019 by understanding the everyday problems they face.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"text_area inner50\">\n<div class=\"sec_tit taC fz20 c111 fw600\">We must constantly doubt and ask questions to<br \/>\n<em class=\"ptc01\">\u2018optimize customer experience in the new era\u2019<\/em><\/div>\n<p>Amid a changing world, we must never stay in the comfort of past success. We must constantly doubt and ask questions to deliver the best possible outcome. In other words, we have to transform us from the inside out and undergo \u2018internal innovation\u2019 if what we do is outdated. We must closely examine customers of the past, present, and future, and <span class=\"underL\">keep offering innovative products and services<\/span> that satisfy them by making drastic changes when customers are not interested.<\/p>\n<p>China\u2019s fast-fashion app \u2018Shein\u2019 is a successful brand example that disrupted the fast-fashion market with internal innovation. Shein aggressively used big data to rapidly identify customer needs and deliver trendy products. The Chinese retailer also built a flexible supply chain to reduce its garment-to-delivery cycle to be as short as seven days, which typically takes 2-3 weeks with other brands. As a result, Shein initiated a new era of \u2018real-time fashion.\u2019<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"text_area inner50\">\n<div class=\"sec_tit taC fz20 c111 fw600\"><em class=\"ptc01\">\u2018Customers of the new era must guide our decision-making process\u2019 <\/em><br \/>\nevery step of the way<\/div>\n<p>In times of great uncertainty, finding the right answer that everyone agrees on is next to impossible. In particular, companies must make infinite decisions when developing and executing new strategies, which is highly likely to breed conflict, thereby causing organizational silos.<\/p>\n<p>Times like these hence require us to <span class=\"underL\">define the problems from the customers\u2019 point of view and stay aligned.<\/span> Only by putting our heads together as customers \u2013 not as each function or organization \u2013 can we reframe our perspectives and soberly assess reality. In addition, this approach finally allows us to reach a consensus on the challenges to tackle and to identify clever solutions as \u2018One Team.\u2019 A customer-oriented mindset will be the only answer for both the customers, the employees, and the company.<\/p>\n<p>Dear \u2018Team Amore\u2019,<br \/>\nWe must put the customers at the heart of our business as they are the only ones able to make or break our business. <span class=\"underL\">We need to know today\u2019s customers, not yesterday\u2019s customers. Let us stay up to date when approaching the customers.<\/span> Making the best use of digital and data technology will allow us to genuinely understand each and every customer\u2019s life moments and respond to their needs and expectations in real time.<\/p>\n<p>Let us live by the spirit of \u2018pioneer craftsmanship\u2019 which confidently pioneers the future of beauty based on long-standing expertise. When each and every one of us become \u2018pioneer craftsman,\u2019 we will go beyond customer satisfaction, far exceed customer expectations, and bring New Beauty to life.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"img_area\">\n<div>\n<p><img decoding=\"async\" class=\"\" src=\"http:\/\/dev.stories.amorepacific.com\/wp-content\/uploads\/contents\/49e26866-7ef6-45a3-9b5a-dad8ec0d0c6c.jpg\" alt=\"\" \/><\/p>\n<p class=\"img_desc\">Founder\u2019s note in 1969<\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; A \u2018customer-centric\u2019 culture has always been our top priority. Over the past 90 years, we have been able to surmount whatever challenges throw our way by putting the customers first, holding dear to our hearts the following words of the founder: \u2018We are right about being wrong. Customers are always right.\u2019 Then why are [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":13580,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"post_list_apon":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[23],"tags":[],"post_series":[],"class_list":["post-13578","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ceomessage"],"aioseo_notices":[],"acf":[],"jetpack_featured_media_url":"https:\/\/dev.stories.amorepacific.com\/en\/wp-content\/uploads\/sites\/2\/\/contents\/0ff14f05-6e96-413f-bc0f-c924fb2047c9.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/posts\/13578","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/comments?post=13578"}],"version-history":[{"count":7,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/posts\/13578\/revisions"}],"predecessor-version":[{"id":19789,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/posts\/13578\/revisions\/19789"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/media\/13580"}],"wp:attachment":[{"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/media?parent=13578"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/categories?post=13578"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/tags?post=13578"},{"taxonomy":"post_series","embeddable":true,"href":"https:\/\/dev.stories.amorepacific.com\/en\/wp-json\/wp\/v2\/post_series?post=13578"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}