Today, customers are interacting with brands in different ways. The power of TV commercials and display advertising is on the decline. They use Google to research before buying. The digital landscape is the latest podium for marketers to conquer potential clients. Another new approach is gaining momentum rapidly in the online marketing approach….it has to be customer-centric.Â
What’s customer-centric marketing?
It is an approach focusing on your customer’s interests and needs. Customer needs are prioritized rather than the brand itself. A data-driven strategy is used to analyze customer sentiments and behavior. The focus is to offer an exclusive customer experience as well as drive brand growth.
Catnap Web is one of the best search marketing companies in Australia that has been helping local businesses overcome customer-centric powerhouse challenges. A customer-centric approach is not just limited to the marketing department but spread across the entire company. The easy way to attain it is to remember….Customer FIRST.
If your brand listens to customers then they can produce the product or services, accordingly. While designing a brand look at things from a customer perspective, so you stay focused on your customers’ needs at every touch point.
Tips to enhance customer-centric marketing approach
To become a comprehensive customer-centric brand there are some things you may have overlooked. Start your customer-centric journey by identifying –
Is your website user-friendly?
Poor user experience means frustrated customers, who will bounce or go to your competitors. Find answers to the following questions –
- Is your website hard to use?
- Is it optimized for quick loading?
- Is it mobile optimized?
- Can you visit naturally from one webpage to another?
- Is the payment process simple?
If customers have to hunt around for anything like product information or credit card information or making shipping address changes then they get irritated. Eventually, they will find out but this little glitch can make them not visit your website the next time.
There is a need for a consistent seamless online experience to satisfy customers making their return every time. You can attain loyal customers, who even transform into brand advocates.
Is your content marketing strategy solid?
When your potential customers experience your products or services via engaging and relevant content that genuinely resolves their issues then they get positively connected to your brand. Reading your content, the readers will soon start thinking you are an expert in the niche. You need to focus on creating quality content including videos, blogs, podcasts, and infographics. Each one is effective!
Never add a sales pitch to the content but engage in genuinely educating your customer base. In content marketing brand should be in the background, the focus is to write on topics associated with customer needs/company mission.
Is your customer support decent or great?
Customer support matters. Decent customer support will leave a horrible impression, so there are a few things to enhance the customer experience. Make support available to everyone across the world including Australia, Europe, the United States, etc.
Even consider regular hours connected to their time zone. Give them options to contact your customer staff comfortably via email, phone, chat, etc. delays can frustrate customers, so have a staff to handle their issues ASAP!