At myAshisuto, we aim to redefine how businesses build customer relationships to foster a harmonious society—one where humans interact seamlessly with both other humans and machines, called Society 5.0 in Japan. Inspired by the vision of a human-centric society, we aspire to use technology to respond dynamically to customers’ emerging needs in real time, cultivating trust-based relationships rather than transactional ones.
The Challenge: Bridging the Crisis of Relevance
Many companies face a significant gap between their assumptions about customers and customers’ actual needs. As Accenture highlights in their Human Paradox report:
A Crisis of Relevance
Consumers are showing they are comfortable being multi-dimensional, but many businesses continue to see them in just one way: as walking wallets.
Companies are focused on finding simple ways to define consumers and predict their behaviors. But our research reveals a major disconnect between what consumers say they most value from companies and what companies appear to be investing in.
This disconnect is costly. Customers increasingly expect companies to meet their dynamic needs, with 45% of customers willing to switch brands if a company fails to measure their satisfaction effectively (Forrester).
Yet, companies that succeed in understanding and addressing customer needs reap substantial rewards. According to ChaiOne, companies earning $1 billion annually can generate an additional $700 million per year within three years of investing in customer experience.
To remain relevant and thrive, businesses must bridge the gap between assumptions and reality by objectively understanding customer needs. This not only strengthens customer lifetime value but also opens new revenue opportunities through customer-centric products and market expansion.
The Solution: Customer Relationship Intelligence (CRI)
Customer Relationship Intelligence (CRI) transforms how companies understand and engage with their customers. Just as Google Ads revolutionized online marketing in 2000 by unlocking digital consumer insights, CRI extends this capability to the physical world, capturing emotional and environmental context to:
- Identify lead customers.
- Uncover competitive triggers.
- Drive customer-centric product development.
CRI combines environmental and biometric data to pinpoint a customer’s key moments, enabling companies to understand customers’ points of interest (PoI) and points of need (PoN).
The CRI Product: Insights as Side Effect of Daily Life
CRI offers ways to collect customer key moments objectively and understand the shared insights objectively.
CRI Key Moments Capture Glasses
Our smart glasses are designed to collect PoI and PoN. Triggered by biometric data, video footage recordings will be initiated with context from IoT sensors to gather customer insights.
CRI Software Components
Two software solutions work with these captured moments to provide actionable insights for sales, marketing and product teams:
- Enhanced Experiential Video Software
- Overlays biometric and contextual data as motion graphics.
- Enhances engagement and empathy in customer and business interactions.
- Automated Journey Maps
- Generates journey maps combining timeline and spatial data.
- Provides insights into PoI and PoN and their triggers.
Building Trust-Based Relationships
By integrating cutting-edge technology with a human-centric approach, CRI empowers companies to build trust-based relationships that adapt to dynamic customer needs. This not only strengthens connections with customers but also unlocks new business possibilities, paving the way for a truly harmonious society.
Are you ready to rebuild customer relationships and elevate them to the next level? In our next blog post, we’ll explore specific use cases for product development, marketing, and sales teams. Stay tuned!
We aim for a future where companies and customers can build trust-based relationships. Through technology, we reestablish human connections and unlock new business possibilities. Are you ready to rebuild customer relationships and take it to the next stage?
In our next blog series, we are going to share stuff like use cases and products. Please stay in touch!