Customer-centric marketing focuses on putting customers’ needs and interests first in every interaction with your business, including sales, delivery, setup/installation, training and support.
With social media, on-demand help videos, and AI answer engines, how and when people interact with businesses has changed significantly. Now, offering support, insights, and guidance at more stages of the buying process and product lifecycle can greatly benefit both your current and potential customers.
Customer Personas
One of the best ways we have been able to help devise customer-centric marketing for us and our clients, is to create different Customer Personas. For example:
- Persona 1 : a potential new customer who has found your website through a Google search when looking to get a new website for their business.
- Persona 2 : an existing customer needs reminding how to create a new News Item on their website.
- Persona 3 : an existing customer wants to report back to their boss on how well their online marketing is going.
Once the personas are created, you use some imagination to step into each one’s shoes and try to accomplish what they aim to do.
The ideal outcome is that every part of the user journey is valuable—from landing on the website to finding the right information and reaching their goal. If the experience is enjoyable, they’ll recommend your company or website to friends and colleagues with similar needs.