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Customers don’t see themselves as part of your funnel, they’re not interested in how you do stuff - they want you to make them know you truly understand who they are, and make them feel special. The most successful brands in 2021 will be the ones that can create extreme value for their customers that goes far beyond selling desirable products. To repeatedly create memorable moments requires radical customer-centricity. It should be “about them and not about us.” The needs of the customers should be at the center of all those brands.
Today there are very few places left for brands, which want our attention, to go to if this pandemic continues to decimate
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revenues, particularly as the subsequent brand marketing budgets that companies have gotten used to are at best a fraction of pre-Covid spending, or at worse non-existent.
‘Social Media’ can be a life saver for brands if they understand that social media is about being social first, and selling second. The costs don’t increase because being social means you measure ‘engagement’ over reach.
You don’t need a database, so no GDPR issues, if you operate an ‘employee advocacy’ strategy your outsourced ‘social agency’ could pretty much become redundant. What are your plans to get closer to the customer for 2021?
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