2019: The Year of the Customer
Rishabh Shetty
Ask me how I help growth/marketing leaders execute GTM strategy to fill the sales funnel with marketing leads that covert into new sales opportunities!! ?? || Growth Acceleration Expert
In order to remain competitive in today’s world of increasingly personalized experiences, marketers first need to recognize where they fall short when it comes to delivering the best customer experiences and then put in place the necessary steps required to adequately shift their focus back to the customer.
Today’s consumers are more likely than ever to lose faith in a brand because of poor experiences or service. According to an Accenture study on the future of marketing, 64% of consumers switched providers due to bad experiences – defections valued at an estimated $1.6 billion.
Download MTA’s Free Ebook on #CustomerExperience and #CDP @ https://mta.media/qhsm1
The key to retaining customer loyalty lies in putting customers at the center of every strategy and then reverse-engineering each step to ensure brands cannot only gain customer loyalty but retain it for the long term. By keeping the customer at the forefront of all processes, marketers will never veer too far away from what matters most, and thus reduce the risk of ever losing their loyalty.
In 2019, marketing professionals must work to keep the customer at the center of their operations, while continuing to deliver the quality services and products that will serve to exceed their ever-increasing expectations.
A customer’s loyalty isn’t dependent on a brand in and of itself, but rather, the products and services a brand offers. Customer satisfaction with brand experience is far more effective in retaining loyalty than the brand itself.
Retail Customer Experience found that 76% of consumers that have aligned with a brand are likely to change their mind. Marketers need to be focused on the fickleness of their customers, which all comes back to putting the customer ahead of the brand.