To succeed in today's market, it is no longer enough to have the best product or service; it is necessary to go a step further and win over consumers in order to gain their loyalty and their wallet.
However, achieving this at a time of so much competition and when messages, many of which are irrelevant, overwhelm users, is not easy, but it is certainly not impossible.
This is what María Abad, marketing manager for Spain & Portugal at Teamleader , believes. She shared at eShow the keys to getting customers to fall for brands in this complicated marketing landscape.
“It's not just about giving the customer what they want, about listening to them. Putting the customer at the centre is much more than just understanding the needs of the present, but of the future. And that's what Amazon did with Kindle,” explains Abad.
He wanted to start by differentiating between customer-centric companies and customer-oriented companies.
Thus, on the one hand, customer-focused companies use tools to listen to vietnam phone number customers and give them what they want through surveys and other mechanisms to obtain feedback, while customer-centric companies are those capable of offering an exceptional, memorable and omnichannel experience and that use data to anticipate problems.
“We no longer talk about the past, but rather, using current data and trends, we are able to understand where the customer is going,” he says.
There are many reasons why every company should have the consumer at the centre of its strategies, but Abad highlights some of them:
81 % of satisfied customers repeat
55 % make decisions based on recommendations
The best cex companies are 60% more profitable
The best cex companies have their staff 73% more motivated than the rest
23% of satisfied customers would be willing to pay 5% more
To conclude, he wanted to offer what he considers to be the 4 essential keys to guide a company towards customer centricity:
1. Why: knowing the why of companies, “because people don’t buy what you do but why.”
2. Know your customer: “It is essential to understand who your buyer persona is, who is buying from you. Only if we understand this will we be able to give them what they need and communicate with them in an attractive way.”
3. Customer journey and the moments of truth that, he says, “are critical.”
4. From employees to customers because, “customers will not fall in love with your companies until employees fall in love.”
Abad also advised attendees that, although it is often not the case, “even in digital, companies can put their soul into it.” And, of course, only in this way can they go from being the frog to becoming a true Prince Charming for their clients.