Customers have changed for a variety of reasons – but especially because of advanced communication methods like social media, texting, etc. The average American receives 1 million messages a year or about 3000 a day through all kinds of common media and some, not so common!
The “old” way of marketing was to PUSH messages out to the public (A). The “new” marketing involves having a conversation with clients through social media sites (B). To companies, it means if we talk less and listen more, we LEARN about our customers and prospects.
Today’s customers want a relationship with a brand. They view customer service as an extension of their brand, not a separate department. They read and post reviews of your service. (Google your company name to find out if someone has reviewed your business.)
HERE’S WHAT YOU CAN DO. . .
DECIDE IF YOUR COMPANY IS TRULY CUSTOMER-CENTRIC.
Customer-centric companies focus on customers at every touch point, not just where $$ change hands. Do you??