Business leaders have all been told to be obsessed with what consumers want. ‘Consumer centricity’ is often cited as the pillar for building a good business. But there’s a slight problem. Consumers say one thing and do the exact opposite. It’s called the ‘say-do’ gap or hidden tensions in consumer behaviour. Following are four of the most common gaps in ‘say-do’ behaviour that exist with modern-day consumers.
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Disclaimer
Views expressed above are the author’s own.
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