10 Ways to Improve Customer Centricity Today

Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the heart of your business in everything you do. But that’s easier said than done because your customers are constantly changing.

I think that’s why many businesses struggle to improve their customer centricity because they don’t know where to start. Am I right? If so, then this article is especially for you. 

This week I want to share ten simple actions to accelerate your organisation’s improvement of customer centricity. 

 

#1 Review the description of your target audience

Complete this 4W persona template for customer centricityLet’s start at the very beginning – with the customer of course!

Do all your brands have a clear description of their target audience? These days we tend to refer to these as personas or avatars. Whatever you call yours, they should be precise, detailed and ideally visual as well.

If you haven’t yet developed your persona, or you know it is not as complete as it could be, why not use our new C3Centricity 4W™ Persona Template? Complete the who, what, where and why for each of your brands and finally understand who you are aiming to attract.

I suggest you also complete one for your company if it appears predominantly on your packaging or communications. I did this for a client and found that some of their brands were positioning themselves in opposition to their company image. As you can imagine, this was getting them nowhere and damaging both their brand and company image!

Include in your own persona template not only demographics and consumption/purchasing habits, but also information about where your customers do these things, what values they have that you can tap into, and what emotions motivate them to use your brand.

If your current persona doesn’t include all this information, it is probably time to update it – and why not with our 4W™ template?

 

#2 Optimise how you connect with your customers

Do you know the best way to contact your target customers and their preferred place and time to connect? You should after completing your updated persona template.

Review how you communicate with your customer and what information exchange there is at that time. Is it a one-way or two-way discussion? Are you in a monologue or a dialogue?

Obviously, the second communication style is what you should be aiming for. You can learn more about your customers when they are ready to share their information. And that comes when they trust you to keep their data safe and know that you only collect what you need to give them a superior experience. Make sure that’s what you are doing.

#3 Identify the needs your brand is addressing

Do you know what needs your customer has and which of them you are tapping into?

Which customer need are you solvingThey certainly have several needs, but you should aim to address only one of them.

If you attempt to address more than one need at the same time, … Click to continue reading

How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!

How do you think people recognise your brand? Is it by its logo, its colour, its pack, its jingle? Well, you may be surprised to learn these are all only pieces of the puzzle. A brand is a combination of elements, that together make it recognisable. But consistency and compatibility are often the two missing parts that are most often forgotten in building a brand.

Before I get started, I would like to suggest that you read a highly popular post on the topic of brand image here on C3Centricity, if you missed it before. It’s called “What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes” and will give you some great background information.

It covers the topic of brand image metrics in quite some depth, so is a great primer. But I feel that there is so much more to brand recognition that needs to be considered, than the elements that I mentioned in that post.

For example, more and more brands today additionally rely on a face, a voice, an aroma, a unique packaging style, a slogan or a sound that immediately identifies them. And when they do, their brand image gains in depth as well as emotional engagement.

In fact I believe that brands that lack connection with their customers are missing these powerful additions. They rely on mere basics to build their brand’s image, but they are no longer sufficient in today’s online -dare I say virtual? – world.

So here is my very personal perspective on some of the best examples in each of the additional areas I just mentioned. Feel free to add your own in the comments.

FACE

Progressive’s Flo and Dr Rick

Some of the faces which represent brands are of celebrities, while others are of unknown people who become celebrities thanks to the brand’s advertising.

One of the first faces I think of for a brand is Flo from Progressive. She won the hearts of Americans, ever since she was first introduced in 2008, with her helpful but quirky discussions with potential customers.

Flo made insurance less confusing and more friendly through her “girl next door” looks and sparky attitude.

In 2012, an animated box was added to their campaign concepts, to represent the company’s products in what was hoped to be a more fun and young-spirited way. Apparently, the vast number of ads with Flo – over 100 – had resulted in a “love her or hate her” relationship, but the box didn’t have the success of Flo.

About five years ago Progressive finally found the answer to attracting younger adults, coming out in 2017 with the “Group session” ads, one of which you can watch below. These were later morphed into self-help sessions with a group leader called Rick, who comes back in 2021 as Dr Rick (see more below). 

Dr Rick claimed to help the younger adult target group Progressive wanted to attract by claiming to help them from becoming their parents. The … Click to continue reading

10 Ways to Immediately Improve Your Customer Centricity

We all know that adopting a customer-first strategy is essential for business growth and profitability. However, customer centricity has become even more important today, as a result of all the changes in our customers’ behaviour following the global covid lockdown. We are now even more impatient and demanding of businesses, and quick to complain publicly when things go wrong, or rather when we are not totally satisfied.

All companies need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer-centric. They just don’t know where to start. Am I right? If you’re in this situation yourself, then this article is for you. In it I share ten simple actions to accelerate your organisation along its path to an improved customer-first strategy.

 

#1 Review & Revise the Description of your Target Audience

Do all your brands have a clear description of their target audience? These days we tend to speak about personas or avatars.

Complete this 4W persona template for customer centricityIs it as complete as it should be? If not, then regular readers will know about and probably use the C3Centricity 4W™ template for storing all this information. You can download it and get the accompanying workbook for free here.

In your avatar, you must include not only your customers’ demographics and consumption / purchasing habits, but also information about where they do these things, what values they have that you can tap into and what emotions motivate them to purchase and use your brand.

 

#2 Assess the Optimum Way of Connecting with Your Customers

Do you know the best way to contact your target customers, as well as their preferred place and time to connect?

Review how you communicate with your customers and what information exchange there is at that time. Is it one-way or two? Are you in a monologue or a dialogue?

Obviously the second is what it should be. You can learn far more about your customers by listening, especially when they are ready to share their information with you.

For an original take on engaging your customers see “You’re missing out on a Free Communication Channel!” (Any guesses what it is?)

#3 Identify the Needs Your Brand is Addressing

Maslow's hierarchy of needsDo you know what needs your customer has and which of them you are tapping into?

They certainly have more than one need, but you must identify and address only one at a time.

If you attempt to address more than one and especially if they are not sequential, your customer may be confused.

Mixed brand messages on what the brand can do for them, will leave your customers perplexed. This will, in turn, reduce the likelihood that they will be convinced your offer can meet their needs and objectives.

Knowing where your brand sits on Maslow’s hierarchy of needs has one additional benefit. It can increase the success of regional and global launches by identifying cultures with similar levels of a specific need.… Click to continue reading

Your Brand has an Image, but Does it Have a Great Personality too?

Your brand is not what you think it is! It’s what your customers think it is; its brand image, personality and value to them.

I was lecturing at Miami University a few years ago on brand image and personality. These topics created a lot of interest and discussion, which they should, being two vital elements of branding. They need to be clear and consistently represented in all brand communications.

If you’re having issues with your own brand in either of these areas, you’ll find the following article both interesting and valuable.

 

Why We Buy Brands

According to Wikipedia, a brand is:

“a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” 

Although this definition in my opinion, is a little sterile for something as exciting as branding, I do appreciate that it mentions customers. However, for me, a brand is created in both the minds and hearts of its customers.

There has been so much said about the importance of emotions and resonating with the customer, that we shouldn’t forget it. But be honest we often do! And this is where image and personality play vital roles. They are both more or less created in the heart, rather than in the mind of the customer.

We usually buy brands without even knowing why we buy them. We can, of course, provide a clear, reasoned answer if asked, but explanations come from the mind. The heart is what makes us buy.

 

Branding Elements

A brand is made up of a number of components, with which people learn to identify and recognise it. These include its logo, colour, pack, shape, taste, aroma, sounds and feel. There may also be other things that are directly associated with the brand, such as a celebrity, an event or a cause it supports.

A brand needs to have a clear image, personality and equity in the minds of its customers. These come not only from these branding elements but also from the customer’s own personal experience with it.

All these factors must be respected and complementary to build a strong brand with which customers can identify themselves. Therefore, It is vital for marketers to know and understand what their brand means to its customers, not just to their organisation.

 

Brand Image Essentials

A brand is associated with many thoughts and ideas, that we translate into statements or attributes for measurement purposes. These are what current and potential customers think or feel about it. They may have developed from exposure to its communications, as well as from their own personal experiences.

These elements are usually grouped into three types: the rational/functional benefits, the subjective/emotional elements and the cultural/relational factors.

The third group was added by David Armano of Edelman Digital more than 15 years ago. I like his additional idea because the relationships a brand builds with its customers have become vitally important in today’s social-media-dominated world. I have … Click to continue reading

Top 10 Posts on Brand Building Strategies of 2018

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How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer

Be a true leader; share this post with the members of your team who need the inspiration and support.


Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises.

Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really? The following is a checklist of 13 facts you need to be able to answer in order to know your customers as well as you should.

As you read the post, keep tabs on your answers and share your final score below. I’m offering a personal 50% discount code to spend in store for everyone who publishes their score here in July 2018. And if you’re the boss, I’d love to hear how well you think your team would do – 100% of course, no?!

 

 

#1. Who is your customer?

C3Centricity how well do you know your customerOK I’m starting off slowly, but do you know who your customers are? Not who uses your category, but who the people are that actually buy your product or service today? How much do you really know about them?

Their age, gender and location are the basics, but there’s a lot more you need to know about them. Check out12 things you need to know about your target customers for more on what you need to know to be able to describe them in the depth your boss expects.

The C3Centricity 4W™ Template is a great resource for storing all the information you have on your customer. Download a free copy and watch the related videos HERE.

 

 

#2. What business are you in?

Although this refers more to the category than the customer, it is important to ensure you are looking at it through the eyes of your customers. Many organisations are working with industry definitions rather than customer ones. What about you? If you want to know your customers, you need to understand what category they think they are buying.

This is one of the essential elements you need to understand in order to know your customers deeply. It is something that many organisations don’t take the time to clearly identify, which results in an incorrect appreciation of their market and competitors. By not correctly identifying the category you are in, or plan to enter, your innovations will also lack the success you are hoping for.

For instance, are you in the food business or the pleasure business, beverages or relaxation? One of my clients wanted to launch a fruit flavoured soft drink and thought they were competing with other soft drinks. When we worked together we discovered that they were actually competing in the energy drink business! Reklama internete ir SEO optimizacija https://seopaslaugos.com/117-seo-optimizavimas

How many of your brands are not competing where you … Click to continue reading

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