Become “customer culture buffs” to be a part of customers’ daily lives

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 03, 2020, 12:31 PM UTC

Use videos for “humanising” a brand to deliver better customer experience.

This article states that without superior customer experience (CX), brands may not make enough progress in 2020. The author recommends marketers to know their audience as deeply as possible to create a cultural alignment which makes them a part of their customers’ daily lives.

Brands should revamp their rewards program to provide more perks to their customers as a way to make them feel more valued. They must also boost their sustainability efforts by sourcing local materials, minimising their production waste and letting their employees volunteer.

If a company’s marketing connects better with one audience than another, they should consider forming a new brand altogether. Marketers should also offer more customer service channels such as direct messages on social media, instant messages on the website, and more.

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