Customer-first marketing is a completely new direction, but it has all chances to become one of the key features of modern marketing, according to the latest research (for example, from MarketingSherpa). So if you have not understood, what is this trend, do take the time to correct the situation. And we gladly will help you with this.
So what is a customer-first marketing?
This approach implies the satisfaction of the first needs of the client, not only through the sales of a product or service. Sometimes it is enough just to give people detailed advice on his problem and he will be pleased. Yes, consultation is not a sale, but it shows your attitude to the customer, generates he has a good attitude towards you. And this, in turn, will prompt a person to address you once again and also recommend your company to others.
Thus, the main task of customer-first marketing is to ensure a good customer experience. Undoubtedly, it is difficult. After all, to help the customer as efficiently as possible to solve his problem, the company will have to spend your time on support, feedback, search options. For many it will seem unnecessarily long and expensive. Actually to be customer-first today is vital for any business.
Why is it important?
If you believe the MarketingSherpa study, more than half of the customers considered good experience of successful cooperation with the company. Under the “good experience” in this case means a sense of self-importance for the brand.
66% of respondents are willing to continue to cooperate with brands that provide good customer experience. 61% of respondents will recommend these brands to their friends. And only 8% would seek the services of companies, experience which they found unpleasant.
How to become customer-first?
- Involve their clients in all processes. For example, suggest that they take a free webinar to better understand how to use your goods, services, etc.
- Tell about the achievements of clients. Of course, not everyone, but those that are associated with the purchase of your goods or services. Share this information on your website or in social networks – this will stimulate the response of others.
- Maintain feedback. Follow the news of their clients, if possible, respond to them, offering similar services. Answer all questions and ask yourself to understand that you think about consumers, what problems they have when working with you, etc.
