Having a customer-first mentality across planning, messaging, and execution can help brands deliver improved customer experience.
Acquiring new customers through demand-gen programs have always been on the marketer’s priority list. With the shift in customer engagement channels and lack of physical interactions since the pandemic, marketers have had more opportunities to connect with new audiences through online channels. But, marketers should avoid placing full attention on acquiring new customers while neglecting existing ones.
Marketers should carefully balance customer acquisition and retention. They must focus on delivering an improved customer experience to foster long-term customer relationships. Investing in a deeper relationship with employees, customers and partners, while embracing a customer-first mentality can help brands improve customer experiences.
With consumers spending more time online researching products and services, marketers must have a multi-channel strategy to capitalise on growing online markets. However, they should also pay close attention to their existing channel relationships.
[2 minute read]