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That's Business Today

How to reach your customers?

How to reach your customers during Movies, television, gaming, watching gamers, using voice-enabled devices, searching for information, listening to music and watching videos. 

Consumers are frustrated with too many ads, irrelevant content, multiple subscriptions for content and limited access due to poor internet connection.

Customer centricity

Customer centricity has seen a move from businesses broadcasting messages via mass media to a more targeted approach, personalising the consumer experience through data, feedback and customisation. Due to the change in the environment, so has the customer decision-making process. The customer’s journey with a brand can be experienced in a multitude of ways through various “touchpoints”. As marketers we need to identify these touchpoints and build our brand experiences around this new customer journey.

The proliferation of channels has forced the attention economy – keeping consumer attention has become a bigger challenge to marketers with more vying for their attention. Marketers need to consider the purpose of each channel, the needs of customers and meet this to deliver value to the customer and subsequently delivery of brand value.

Customer experience

The impression your customers have of your brand and how it made them feel as a whole throughout all aspects of the buyer’s journey. Customer satisfaction can lead to success through repeat purchases and recommendations to other consumers. 

A poor customer experience can cost a business. Negative word-of-mouth can damage the reputation of a business irreparably. A customer’s emotional experience needs to be primary in the company’s strive for perfection. 

The most successful companies deliberately design great customer experiences, benchmarking themselves against best-in-class across other sectors. They stay ahead of or shape future trends thus raising customer expectations.

A customer’s emotional experience needs to be primary in the company’s strive for perfection.

Customer-centric brands put the customer experience at the heart of the business.

7 Steps to Best CX and drive brand reputation:

  1. Understand your customer: data and consumer insights
  2. Delight & Differentiate
  3. Design with customer in mind
  4. Reduce uncertainty
  5. Empower your workforce: human touch
  6. Be better than the alternatives
  7. Aftersales experiences matter: Word of mouth (WOM)
  • Changes in digital media platforms and devices have impacted consumer behaviour
  • Consumers find media they want, their preferred device for each experience and how to fit content into every moment of their day
  • Movies, television, gaming, watching gamers, use voice-enabled devices, search information, listen to music and watch videos. Consumers are frustrated with too many ads, irrelevant content, multiple subscriptions for content and cant access due to poor internet connection
  • Marketing strategies and channels have expanded and been transformed by digital. Marketers need to understand the new landscape and connect with consumers on their terms.