The culture around products is rooted in the financial industry. In this model, the focus is not so much on delivering the best possible experience to customers as on achieving specific goals. As a result, the customer experience is often shaped by internal goals.
For example, if the company needs to sell more of a certain product, it malta mobile database tend to offer it to as many people as possible, even if it does not meet their needs and is not suitable for their profile.
This is a model that prioritizes the product over the customer's needs and therefore does not always add real value. On the contrary, the chances of it generating negative experiences, such as the feeling of having a product “pushed” onto you without criteria, are very high.
And this can be a real disaster for companies. After all, customers are not satisfied when they are directed to solutions that do not fully meet their expectations.
In contrast, a needs-driven experience puts what really matters in a business at the center: the customer. This involves analyzing data, understanding consumer behavior in depth, and, based on that, identifying which solution makes the most sense for each profile.
For example, instead of offering the same credit card to all customers, it is possible to identify, through their data and consumption habits, who is really interested in that product and is ready to convert.
This personalized approach not only improves the customer experience, but also builds trust and loyalty. After all, when their needs are prioritized, the customer is assured that they are being understood and valued by the company.
This directly impacts the principle, since customers tend to prefer institutions that truly understand them. Just to give you an idea, according to a Salesforce study , 53% of consumers in the financial sector say they would change institutions in search of better digital experiences.
Thus, we can see that an approach oriented towards the real needs of customers is much more advantageous than a product-oriented approach, both for companies and for consumers themselves.