Putting the customer at the center means that a company’s focus is on providing the best possible experience for their customers. This can involve prioritizing customer needs and preferences, being responsive to customer inquiries and complaints, and constantly looking for ways to improve the customer experience. In the context of online selling, this might involve things like offering a user-friendly website, providing multiple payment options, offering fast and reliable shipping, and making it easy for customers to get in touch with customer service. By putting the customer at the center, online sellers are able to build trust and loyalty, which can lead to increased sales and customer retention.
Placing the consumer at the center of the e-commerce organization’s marketing & business strategy has been the conceptual or practical goal of different brands and companies for years. Yet only now in the digital age can it really be done and measured correctly and effectively.
How do you do it?
Listen – by using SPOQ- Social Proof of Quality tools and social sentiment mining.
First you need to understand what customers and consumers think about your brand, the company’s products and the quality of service they are getting. Digital platforms, sites and apps allow us to listen to people who are the most important to our business. Listening technologies are accessible to every company or business and produce reliable reports on your brand status.
PURE – Post Usage Reviews – this marketing activity is turning out to be the most effective tool in your work plans. The impact of consumer experiences is much more significant than any advertising or promotional message you use today. You should definitely prepare for this conceptual change.
Create – users profile and micro clusters. The next step is to create clusters of target audiences not based only on the interests and needs of customers but also on how closely they are to your brand, or in other words, where do they stand in terms of their feelings towards your company. A user listening tool allows you to draw a map of customer proximity to your brand.
Deliver – customized value. Based on the characteristics of your target audience, including their position on the sentiment curve, you should create a value-added offer for your potential customers coupled with content-based values.
A brand that successfully implements these three anchors will be able to pick the fruits of success that differentiate it from its competitors:
– Recognition – as in understanding the value that a brand brings to a customer. In crowded markets, this is a differentiating factor that can serve as basis for a consumer-brand relationship.
– Loyalty – the recognition that has been created, could open the gate to customer loyalty that can in turn lead to a successful sales dialog.
– Convert users to brand promoters
The highest quality level in digital marketing moves is the one that converts customers into brand promoters. There consumers share their positive experience by interacting with the brand and promoting its interests, all in a natural and organic manner based on recognition of the value of the brand and its products.