{"id":2701,"date":"2024-02-02T11:26:46","date_gmt":"2024-02-02T03:26:46","guid":{"rendered":"https:\/\/staging.limlogesmasters.com\/?p=2701"},"modified":"2024-02-10T15:14:04","modified_gmt":"2024-02-10T07:14:04","slug":"changing-how-companies-connect-with-the-new-consumer","status":"publish","type":"post","link":"https:\/\/limlogesmasters.com\/zh\/2024\/02\/02\/changing-how-companies-connect-with-the-new-consumer\/","title":{"rendered":"Changing How Companies Connect With The New Consumer"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"2701\" class=\"elementor elementor-2701\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-16670f50 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"16670f50\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container 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data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\t\t\t\t<div  class=\"elementor-author-box__avatar\">\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/limlogesmasters.com\/wp-content\/uploads\/2024\/02\/Lelia-1-1.png\" alt=\"Picture of Lelia Lim\" loading=\"lazy\">\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<div >\n\t\t\t\t\t\t<h4 class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tLelia Lim\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-249c444d elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"249c444d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Changing How Companies Connect With The New Consumer<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7562199b elementor-mobile-align-center elementor-align-center elementor-widget elementor-widget-post-info\" data-id=\"7562199b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-fab9d35 elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/limlogesmasters.com\/zh\/author\/lelialim\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t<span class=\"elementor-post-info__item-prefix\">By<\/span>\n\t\t\t\t\t\t\t\t\t\tLelia Lim\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-ba9c996 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/limlogesmasters.com\/zh\/2024\/02\/02\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t<span class=\"elementor-post-info__item-prefix\">,<\/span>\n\t\t\t\t\t\t\t\t\t\t<time>2 2 \u6708, 2024<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-afbda51 elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t<span class=\"elementor-post-info__item-prefix\">,<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=\"https:\/\/limlogesmasters.com\/zh\/category\/articles\/\" class=\"elementor-post-info__terms-list-item\">Articles<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af2a0a1 elementor-widget elementor-widget-text-editor\" data-id=\"af2a0a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; background-color: #ffffff; text-align: center;\"><em style=\"border: 0px; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\"><span style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #333333;\">In a recent webinar held with AmCham Singapore, Lelia Lim-Loges chatted with leading executives at three global organisations to discuss the new consumer \u2013 David Tung, Corporate VP of Beauty Care in Asia Pacific, Henkel; Amy Zheng, General Manager, Cochlear; and Olivier Dubos, Senior Vice President for Global Travel Retail, Parfums Christian Dior. This is an overview of the second part of the discussion. To read the first part, please\u00a0<\/span><span style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #ff6600;\"><a style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #ff6600;\" href=\"https:\/\/limlogesmasters.com\/zh\/articles\/covid-what-does-the-new-consumer-look-like\/\" target=\"_blank\" rel=\"noopener\"><u>click here<\/u><\/a>.<\/span><\/em><\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">The current shifts in consumer behaviour and mindset caused by Covid have changed how people interact with brands. How are these changes forcing you to re-think how, where, and when you connect with your consumers?\u00a0 What is your organisation doing to manage these new approaches?\u00a0<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\"><span style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #ff6600;\"><span style=\"border: 0px; font-style: inherit; font-weight: bold; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\"><em style=\"border: 0px; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\">Amy Zheng, Cochlear:<\/em><\/span><\/span>\u00a0regarding the change in consumer behaviour, we realised that we must innovate the way we approach and where and how we engage with our consumers and patients.\u00a0 Therefore, we have invested in our talent and presence and a more digitalised journey for our consumers.<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Previously, we only focused on the late stage of the consumer journey \u2013 after they had already decided to go through with the surgery \u2013 and provided them with the product features, what we do, our service reliability, etc.\u00a0 However, in the digital world, we can engage with our consumers from early on \u2013 when they start worrying about their child\u2019s hearing loss, for example \u2013 and manage the consumer journey holistically.\u00a0<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Also, when we deal with our recipients, those patients who already have an implant, we have developed stronger relationships through our CRM system. This enables us to keep track of every touchpoint the recipient has with Cochlear through troubleshooting, an inquiry, or their experiences.<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">We invested in call centres.\u00a0In the height of the pandemic, when all the customer service centres had to close, we proactively contacted our recipients to inform and reassure them that Cochlear could still support them. This improved the brand\u2019s advocacy, encouraging customers to share their positive experiences with the brand in person or on social media platforms.<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Ultimately, the pandemic has led us to expedite our learning about consumer trends and become more agile and adaptive, and providing a more personalised approach to remain the industry leader during this time.<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\"><span style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #ff6600;\"><span style=\"border: 0px; font-style: inherit; font-weight: bold; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\"><em style=\"border: 0px; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\">David Tung, Henkel:<\/em><\/span><\/span>\u00a0In the past 10 years, digital transformation has become essential; however, with so many stores and salons closing due to Covid over the last year, it\u2019s also about where consumers can purchase their products.\u00a0At Henkel, we engage with both the hairdresser in the salon and with retail. However, with consumers looking for more premium self-care products at home, we decided to offer much of our professional salon range online.\u00a0But we needed to ensure we could provide the self-care home-care products directly to the consumer without alienating the salon industry.\u00a0Luckily, we found that consumer awareness of our products and services actually promoted the salons\u2019 services once they reopened.\u00a0<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Secondly, we focused on brand activation and education. This became a necessity because of Influencers and 24-hour streaming. During Covid, our specialist hairdressers and store beauty advisors could not interact with offline touchpoints. Therefore, our online services needed to be clear and focused and had to adapt to different audiences. \u00a0For example, with our specialist hairdessers in Japan, where salons never really closed during the pandemic, we had to train almost all of them online.\u00a0Training could not occur in person because, despite remaining open, there were social distancing measures<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Lastly, the whole online to offline synchronisation has become vital. As salons and retailers reopen, consumers will have higher expectations and demand the same brand services, messaging, and support when they visit the customer outlet. We are working hard at Henkel on that synchronisation and how we can drive direct promotion messaging but also that our portfolio offering is not just online but also offline.\u00a0 We intend to do this by working closely with key customers, like Watsons, to activate that intensity and synchronisation.<\/p><p><span style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #ff6600;\"><span style=\"border: 0px; font-style: inherit; font-weight: bold; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\"><em style=\"border: 0px; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\">Olivier Dubos, Global Travel Retail, Parfums Christian Dior<\/em><\/span>:<\/span>\u00a0the pandemic has forced us to increase the speed at which we address new customer needs and become truly customer-centric.\u00a0 We have advocated for Key Opinion Leaders (KOL) to become spokespersons for our make-up \u2013 Lee Ying became our spokesperson for skincare.\u00a0 These KOL\u2019s have been instrumental in developing our communication on all the online oriented platforms and demonstrate the importance of bonding with our customers.<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Although bricks and mortar are still fundamental to us, omnichannel presence is essential. We have massively developed the boutique network of Parfum Christian Dior.\u00a0The cosmetics business is primarily wholesale \u2013 we sell to department stores or Sephora, and they then sell to our consumers and customers.\u00a0 But by developing our own network of boutiques and e-commerce site, we can control the experience and offer new services and a new level of personalisation, for example, engraving.\u00a0 You buy your mist, your bottle, and you could have something engraved on the note on top of the bottle for your loved one; or you could have your name engraved on the lipstick, which makes it a unique product.\u00a0 This strengthens our relationship with the customer while being able to capture the data effectively. The pandemic has accelerated the importance of the customer itself and connecting with the customer; capturing the customer within the CRM programme and nurturing this relationship all the way, which is either online or offline, you bond the channels together.<\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\"><em style=\"border: 0px; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\">These are just three global organisations in different market segments that have re-thought their strategy with their consumers. Find out in the final part of this interview how leaders should navigate the complexities of the new reality and the new consumer mindset, and the people strategies needed to manage these new consumer demands<\/em><\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\"><span style=\"border: 0px; font-style: inherit; font-weight: bold; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\"><em style=\"border: 0px; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline;\"><span style=\"border: 0px; font-style: inherit; font-weight: inherit; margin: 0px; outline: 0px; padding: 0px; vertical-align: baseline; color: #ff6600;\">About Lim-Loges &amp; Masters<\/span><\/em><\/span><\/p><p style=\"font-size: 18px; font-style: normal; font-weight: 400; color: #000000; text-align: start; background-color: #ffffff;\">Lim-Loges &amp; Masters is an award-winning boutique agency offering expertise in Executive Search, Transition Management and Disruption Management across Asia Pacific. LLM works with multinational companies seeking to transform their organisations through their people. Focusing on Asia, the LLM team helps companies minimise risks and manage talent through a deep understanding of Asia Pacific\u2019s business climate. LLM has a presence in Indochina, South East Asia, China, Hong Kong, India and its regional HQ, Singapore, with international affiliates in the UK<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-19066b91 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"19066b91\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3f3ba96d\" data-id=\"3f3ba96d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c4e90b3 elementor-widget elementor-widget-heading\" data-id=\"4c4e90b3\" 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