by Elaine Fogel

SMB

Do You Put Your Customers First?

Customers first header

I know. It’s not a common question. And, what does it mean anyway? Does it mean being customer-oriented, customer-focused, and having a customer-centric mindset with the people your business or organization serves?

According to the new MarketingSherpa Customer Satisfaction Research Study, there’s a new term on the marketing scene called, “customer-first marketing” and it’s supposedly different from “customer-centric marketing.”

Customer-centric marketing puts the customers at the center of marketing; all promotions and messaging flow towards them in the way that is most relevant to them. Marketers put themselves in the customers’ shoes to sell to them better.

Customer-centric marketing typically consists of:

  • Personalization
  • Customization
  • Assessing customer needs
  • Maximizing efficiency
  • Understanding needs and wants of customers
  • Co-production and self service

Customer-first marketing uses the customers’ goals as the compass to make decisions about marketing approach. They put the long-term interest of the customer above the short-term company conversion goals. Marketers put themselves in the customers’ shoes to serve them better, thus building a long-term, sustainable competitive advantage.”

In this approach, “customer needs come before the immediate gain of a business, and customer knowledge guides product development, business and marketing decisions.”

Do you “get” the difference or is this simply semantics? Frankly, I always believed that customer-centric marketing meant putting customers at the center of every action and always focusing on their needs.

Continue reading

Friday Facts in #Marketing for March 10, 2017

Friday Facts header 3-10-17

I came up with a new feature called, Friday Facts in #Marketing. Each Friday, I’ll post new research facts on marketing-related topics that can affect your small-medium business or nonprofit organization.

This week’s facts come from the MarketingSherpa Customer Satisfaction Research Study, completed in December, 2016 and recently published. Get a load of the fact in orange. Looks like marketing budgets focused solely on digital channels may NOT be the most effective! Continue reading

3 of 3 Practical Ways to Make Your Daily Marketing Manageable

This is the final installment of a three-part series. The first topic was about social media management; the second on writing/copywriting management; and the third topic is:

3. Professional Development and Learning Management

No matter what your marketing role is, staying current is important. Even the most senior marketers keep abreast of what’s going on in the profession.

No matter what your marketing role is, staying current is important. Click To Tweet

And, why? Would you go to a doctor who hasn’t read the latest research and journals? 🙄

Marketing trends evolve. Study results can provide valuable insight. And, technological advances can make your job easier. With so much to learn, how can you stay up to date and not fall behind? Learn a little daily!

There are countless free and inexpensive resources available that are easy to access: Continue reading

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