You are always competing for your customer's mindshare. In order to successfully gain their attention, your communication must demonstrate that your focus is on them. This requires an understanding of their needs a "buyer-centric" approach to demand generation. Customer Centric Marketing is all about creating a brand and a culture that focuses on the customer. All decisions are made in light of what is best for the customer, but not just any customer, your ideal customer. You can only create a delightful, "wow" experience for the customer if you create touch points for the customer to feel your brand along their journey with you. These touch points should be deliberate, tweaked, measured and everyone in the companies responsibility.
Customer Centric Marketing includes the process of Strategic Service Design. It has a few key steps. It is all about humanising marketing service.
Here is a quote that I like to explain it.
1.Customer Journey - Experience Mapping
2. Customer and Employee insight
3. Customer Persona's
4. Nurture goals for each stage of the customer and employee journey
5. Systems and processes alignment
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