Email
sinha.rk.dr@gmail.com
Are you comfortable in sharing your KPIs with consumers?
It appears to be a simple question, but the answer could lead to profound insights in making your company truly consumer centric. If consumers were to find out the goals you are working on, how would they feel?
If you are working on improving on-shelf availability at the retail outlets or in ensuring that stocks on the shelves have at least 75% balance shelf life, I am sure it will bring a smile on their face.
What if you are working on relaxing the quality standards to save a few crores for the company? Or lowering service standards for some customers (to match the competition), which could lead to more frequent stockouts?
My experience in working with several consumer companies indicates that it pays to wear the ‘Consumer Hat’ and have a relook at your KPIs. This simple action will surely lead to insights in making your company more consumer centric.