3 Oct 2017, 12:33 — 5 min read
The way customers interact with the companies and brands they do business with is fast changing. The digital revolution is truly revolutionising the way companies interact with customers. In this new reality, where feedback is constant, old rules like ‘customer is king’ still apply and are maybe even more relevant than before. Brands can see their stock price decline significantly with a single tweet which is a complaint that goes viral and generates excitement. Let’s move back to the perspective of a business owner.
As a business owner, what is your favourite pastime? Apologies for asking this personal question, but at the same time, we know that it is to speculate what should be your dream-revenue. What about a revenue goal of owning a trillion-dollar business? Well, the goal here is not to make you all dreamy. It is to reveal the ‘obsession’ of a company that is a strong contender in the race of the yet to be grabbed dream-spot of becoming the first trillion-dollar venture ever!
Here’s what Jeff Bezos, the owner of Amazon had to say when asked about his company’s success:“Obsessive customer focus is by far the most protective factor for a business’ vitality.”
The above line leaves no room for doubt and ignoring its wisdom can be the biggest blunder of a business. Moving forward from Amazon’s cult of customer-centricity, we will portray how this virtue works in practice.In the evolving red-hot glare of the consumer, digital advances are crucial for reactive adaptation. Hence, the baseline is:
A business driven by customer-obsession is propelled best (today) by digital marketing that is ‘targeted, trackable, measurable & involved in a direct relationship with the customer.’
3 reasons why
Digital marketing has new ways for companies to engage consumers across industries in the ways listed below:
Here’s the ultimate reason
It all comes together in an interplay of customer’s emotional connection, satisfaction and publicity.
3 ways how businesses achieve multiple objectives this way
Do you want to see the downside of ignoring this facet that is literally like wrecking havoc in your business?
Dangers of customer non-obsession
Customers always expect to have good service, and if they don’t have it? Well, it’s so easy now to complain about it in a very visual and vocal way on the social media. “Consumers are two times more likely to share their bad customer service experiences than they are to talk about positive experiences.” We can only imagine about the extent to which it can be amplified online. Rather than complaining about a bad customer service job to a friend or anyone in person, a customer can just tweet it out. That is bound to make brands very nervous.
Data to stir your mind
There’s a lot of data that illustrates how customers behave. And, that data points to the fact that customer-obsession matters:
So yes, it matters, but far more than you think.
Digital advances unlock ways for companies to interact with customers and capture valuable insights about their level of engagement and potential to a brand.
Are you ready to enhance your digital capabilities in order to cater to the customer-obsession?
To explore business opportunities, link with me by clicking on the 'Invite' button on my eBiz Card.
Posted byPooja Yadav
Digital Marketing, Content Marketing
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