We’ve now entered into the age of the customer, an era where a focus on customers matters more than any other strategic imperative. The old adage where the customer is always right? Well, today’s customers often know your business, services, pricing, and your competitors as well as you do. Whether it’s a B2B or B2C/retail, savvy customers have access to the world’s information at their fingertips, and as marketers, we no longer have the luxury of relying on a great product to sell itself.
We all know when customers aren’t happy. They don’t hesitate to crucify brands on social media channels like Facebook, and Twitter. Because of commoditization, most brand differentiation, and traditional industry boundaries have dissolved. These same customers have more power and greater leverage than ever.
So what’s the solution? Throw your hands up and not even try? Of course not, but a few simple changes in mindset from the C-level down to the mail clerk need to take place. It starts with creating a “customer-centric experience”. You now need to involve your customer in defining how to better serve them, not just make assumptions. That is the key. You, as a consumer, as well as your customers, are generally concerned about 2 things. First, what’s in it for me, and second, what makes me feel good about myself, and my decisions. If you allow your customers to provide the framework of their experience, you will create customer loyalty. This will translate into better brand equity, and a boost to your marketing ROI. If you can be more focused when targeting in on how to serve your customers, then you can market to them more efficiently. It starts with personalization and one2one Marketing can help make that happen. For more details on how to target your customers with highly relevant, personalized messages that leads them to a call to action, and track and measure their activities, contact us and we can set up a free customer experience analysis. It’s time to get personal!
We all know when customers aren’t happy. They don’t hesitate to crucify brands on social media channels like Facebook, and Twitter. Because of commoditization, most brand differentiation, and traditional industry boundaries have dissolved. These same customers have more power and greater leverage than ever.
So what’s the solution? Throw your hands up and not even try? Of course not, but a few simple changes in mindset from the C-level down to the mail clerk need to take place. It starts with creating a “customer-centric experience”. You now need to involve your customer in defining how to better serve them, not just make assumptions. That is the key. You, as a consumer, as well as your customers, are generally concerned about 2 things. First, what’s in it for me, and second, what makes me feel good about myself, and my decisions. If you allow your customers to provide the framework of their experience, you will create customer loyalty. This will translate into better brand equity, and a boost to your marketing ROI. If you can be more focused when targeting in on how to serve your customers, then you can market to them more efficiently. It starts with personalization and one2one Marketing can help make that happen. For more details on how to target your customers with highly relevant, personalized messages that leads them to a call to action, and track and measure their activities, contact us and we can set up a free customer experience analysis. It’s time to get personal!