Has It Always Been About The Customer?
Today’s marketer and every brand are focusing on putting the customer at the centre of their world. This is great news…but hasn’t this always been the case? In short the answer is yes. The difference now is we have technology that allows us to interact with our customers wherever they are, and whenever they want, argues Customer Experience Director at TBWA/Melbourne Billy Loizou in this guest post.
Most designers would agree with me that the customer has always been the main focus. However for years companies have focused on trying to stay relevant by using the latest technology, creating a social identity and chasing the customer around the Internet using display advertising.
Issue being that the ROI was never measurable, it was expensive and they never understood why they were doing any of these things in the first place. Steve Jobs was well known for how he pioneered the personal computer revolution and disrupted the music industry, but at the core was his design-driven customer approach.
“You have got to start with the customer experience and work back to the technology – not the other way around” Jobs said.
Design is not just about how something looks and feels but its about how it works, and the most successful designers like Tim Brown (CEO of IDEO) will tell you that most of their time is spent in theinspiration and ideation stages of their projects, where it is heavily focused on customer research and user experience.
As marketers, we need to harness the power of these tools available to us, we now have access to more data then ever before and the technical tools to engage with our customers in sophisticated 1:1 journeys.
The customer journey has now become even more complex so in order to do this successfully we must stay true to the customer and our brand; here are some key things to think about when mapping out your customer journeys:
- Use research
Deep qualitative research is the secret to discovering unmet customer needs. Start by understanding your customer, the market and even your direct competitors. Use the data you have available to you to make some clear actionable decisions, for example your online browse behaviour, purchase data, social data, in store transactional data and call centre data.
Knowing how to tap into technology to uncover how individuals and groups really think and act is an essential part of innovation. Involve a broader team in the research phase also as everyone can provide different insights throughout the company like Sales, I.T, Customer Service and Marketing.
It’s also a good idea to send out surveys, conduct customer interviews and ethnographies to create powerful experiences.
- Focus on the emotions:
Every customer interaction is driven by an emotional decision. Understanding what the customer is going through at every stage of the buying or selling cycle with your brand will help you tailor content to make them feel comfortable and reassured.
For example while shopping for property the customer is extremely happy, confident and optimistic. The moment they make a formal offer a sense of doubt, fear and anxiety comes over them as the decision they are making comes hammering down on them.
Emotions are critical to any experience, whether B2B or B2C, and a great customer journey needs to communicate them.
- Understand the lifecycle stages:
Customer journeys and lifecycle marketing are not that dissimilar. It is still important to understand the different stages that a customer can go through with your brand. If I use my property example like before then here are six stages a homebuyer will go through when looking for a house:
- Identify: We have out grown our home or looking to downsize
- Discover: What suburb and what sort of home are we after
- Select: Narrowing down the selection and visiting open for inspections
- Transact: Making the offer or visiting the auction, succeed or keep looking
- Move: Between the transaction and the big move
- Post-Move: After you have settled into your new home
By understanding these stages, multiple journeys can be a mapped to help the customer through making their tough decisions and content strategies can be put in place to provide relevant information before they seek it.
- Think about the different touch points:
A customer that is engaging with your brand online compared to a customer that is engaging with your bricks and mortar store have similar needs, yet both require different attention. With access to email, social, web and now mobile a brand can provide assistance and experiences in many different ways.
We want our online presence to have a 1:1 approach with a high level of service that most customers only get in store, and we want our in store presence to be as exciting and interactive as our online store. I call this blurring the lines between the physical and digital worlds…PHY-GITAL.
Every customer has a preferred channel, however with technology like iBeacons, Geo location based messages and real-time data the power is in the hands of the brand to do some smart cross channel marketing that creates life changing customer experiences. Check this awesome mobile marketing concept from Meat Pack a shoe store in Guatemala.
- Highlight the moments of truth and think about the red journeys:
There are key moments in a customer’s lifetime where we have the opportunity to provide a service above and beyond. What happens when something goes wrong? A parcel never reaches it’s destination, or if it does it’s broken, a flight is delayed or canceled, and your dinner reservation was accidentally double booked.
Identify some of these critical stages (I like to call them red journeys) and find a way to make it up to the customer. “There is only one boss. The customer. And he can fire everybody in the company from the Chairman down, simple by spending his money somewhere else!” –Sam Walton, Walmart Founder.
- Have a clear goal and stay true to your brand promise:
Every journey or interaction whether small or large needs to have a clear measurable goal. This is the underlying strategy of why we are sending these communications and mapping out these journeys. Staying true to your brand promise will allow customer journeys to be the focal point for your entire business not just your marketing department.
The customer touches every part of an organisation, learn from it and never stop testing or pushing the boundaries. Use tools like A/B testing and reporting to see how you are tracking against the goals you have set.
In 2016, marketing will mean delighting every customer — and building true brand loyalty across the entire organisation. Sharing a vision that touches every employee from the C-Suite down. 86 per cent of senior-level marketers say that it’s absolutely critical to create a cohesive customer journey.
Don’t be scared to try something that has never been done before, learn from your mistakes as the only risk is standing still and doing nothing at all.
Please login with linkedin to comment
Latest News
TV Ratings (18/04/2024): I’m A Celebrity Wins Prime Time And Key Demos
Aussie viewers can be a harsh lot at times. Only days after Ellie Cole bled her heart out, she has been sent packing.
Effie&co Launches New ConnectAsia Division To Help Aussie Brands Market To Asian Consumers Overseas & At Home
Not provided is advice on using chopsticks and not spilling ramen down your shirt.
Cashrewards Sets Out Stall For New CMO
Thinking of applying for the Cashrewards CMO gig? Here are some insider tips that, yes, are tantamount to cheating.
‘I Ask For The TV Industry To Stand Up And Defend Itself’ – Seven Boss James Warburton Steps Down
The Seven supremo heads for the exits after five years. Here's hoping the Spotlight team organised the farewell bash.
Poh! Jamie! Adriano! Paramount ANZ reveals its tasty plans for this year’s MasterChef
It's your fan's guide to this year's MasterChef! Although no tips on how to pronounce crudités or use a un fait-tout.
Dentsu’s iProspect Partners With MOOD Tea Ahead Of May Campaign Launch
We love a Mood Tea here at B&T. Although we do store old screws and nails in the International Roast caterer's tin.
Opinion: When Culture Starts Eating Itself: Navigating The Age Of Self-eating Nostalgia
Born boss David Coupland asks is adland going through a nostalgia period? But please, no repeats of Best Of Red Faces.
Who’s Going To Cannes?! The TikTok Young Lions Winners!
It's Aussie adland's next gen! They're off to Cannes with high hopes of bringing back a Lion & a foot-long Toblerone.
Adobe Launches Express Mobile App With Firefly AI
Want to be the coolest kid at Friday staff drinks but forgot your retro Nikes? This new Adobe wizardry may do the trick.
ThinkNewsBrands & IMAA Extend News Publishing Education In Brisbane
Industry duo takes its publishing roadshow to Brisbane. Was disappointed no male attendees were wearing walk socks.
B&T Chats With Wavemaker’s Provocative Pioneers On Their Cross-Pacific Sojourn
B&T TV heads to Wavemaker's Sydney digs to interview two staffers from its New York & LA digs. If that makes sense?
HoMie & Champion Launch “Give One. Get One” Campaign Supporting Youth Homelessness Via Town Square
Much like the fête's prized chutney wears a blue winners sash, so too should this top initiative from HoMie & Champion.
Thinkerbell Takes Us Back To Summer In Latest Work For XXXX
This beer ad wants to take you back to summer! Just minus any chance of a shark attack on your morning bus commute.
Cannes Lions Unveils 2024 Programme Featuring Queen Latifah, Jay Shetty & P&G’s Mark Pritchard
Are you one of the lucky ducks heading to Cannes in June? Check out the headliner acts you'll be queueing hours to see.
Scroll Media Recruits Costa Panagos From Twitch
Costa Panagos set to bring South American flair to the Scroll offices. Assuming that he is, indeed, South American.
Year13, Microsoft & KPMG Australia Launch AI Course For Gen Zs
Born around the 2000s? Need to amp up your AI creds? This guide's for you (although it's not really that age specific).
General Motors Snares Heath Walker From Scania
Do you rage about oversized American cars on our roads? You need to bail up Heath Walker at parties & industry events.
VML Launches New “Envoyage” Brand For Flight Centre
VML unveils new brand for travel operator Flight Centre. Alas, no sign of those paid actors pretending to be pilots.
Subaru Places Media Account Up For Review
Subaru puts media up for review, as adland journos get set for mandatory "agency drives off with..." headline.
TV Ratings (17/04/2024): Contestants Faced With Harsh Realities As Alone Australia Heats Up (Or Cools Down)
Alone still doing the business for SBS. Overly long train journeys not doing the business, but they persist anyway.
Ben Fordham Loses Number One Spot As Ray Hadley Celebrates 156th Ratings Win
The radio numbers are in! Discover who's off for a boozy lunch today & who's waiting for the dreaded HR death knock.
Gourmet Ice Cream Brand Connoisseur Launches New “Thrill Your Senses” Iteration, Via SICKDOGWOLFMAN
Rattling the old "truth in advertising" adage comes this ice-cream spot full of noticeably thin people.
Paramount’s Global Sales Boss: ‘Australia’s Converged Model Is A Blueprint For How I’d Like All Of Our Markets To Be’
Paramount's global sales boss gives local sales ops the thumbs up. Didn't weigh-in on the Lisa Wilkinson debacle.
TikTok Starts Testing Its Instagram Rival In Australia
In exciting news for piano playing cats & brattish pranks in shopping centres, TikTok unveils its Insta rival plans.
Man Wrongly Named By Seven As Bondi Killer Hires Lawyers
Struggling to save for a house deposit? Why not get wrongly identified by Sunrise!
Smartsheet Appoints Indie Agency Sandbox Media To Its Media Account
Can't stand your colleagues? Like to dob them in when they miss a deadline? These work management platforms are ideal.
Boss Not Letting You Come To Cannes In Cairns? Use This Business Case To Convince Them!
Stingy boss won't spring for a ticket to Cairns? Add this to your persuasive argument repertoire. Or grovel.
Alt/shift/ Brisbane Builds Portfolio With Ausbuild Creative, PR, Content & Social Account Win
The Brisbane comms/PR agency lands constructor Ausbuild. Also hoping for a discount on its new glass conservatory.
Young Guns Versus The Old Guard: Who Adds More Value to Our Industry?
Cannes In Cairns poking this hornet's nest in a lively debate. Just so long as the oldies can get up the stairs.
70% Of Aussies Don’t Have Green Power Plans ENGIE Says In Major Brand Campaign Via HERO
Are you the notorious "light leaver on-er" in your flatshare? Quell any infighting with this green energy news.
PrettyGood Launches Offering Brand & Media Solutions For Australasian SMEs
B&T applauds the charitable nature of this new agency. Although we'd hate to see it impact any Chrissie present sends.
A Blunt End: Dolphins Medicinal Cannabis Sponsorship At Risk
Yes, it's another NRL drug story. Yet, thankfully it doesn't involve coke in Kuta during the off-season.
Slew Of New Creative Hires At Leo Burnett Australia
Ahhh, all black! The outfit of choice for agency creatives, David Jones staff and everyone in Melbourne.
Under Armour Unveils Local “Live in UA” Campaign
American apparel brand set for yet another tilt at the Aussie market, as Nike declares "we'll see about that".
Pepsi Launches New Look, Refreshing Classic Fashion Staples Via Special PR
Are you always the bridesmaid, never the bride, as the old saying goes? How do you think Pepsi feels?
Pure Blonde Returns To A Place Purer Than Yours In New Campaign Via The Monkeys
B&T's always been a huge fan of the 'drink yourself thinner' diet plan. So big thanks to Pure blonde, vodka & tequila.