By Ernan Roman, ERDM Corp
Here’s how Fran Horowitz-Bonadies, chief executive officer, Abercrombie brand/Hollister & Co. describes consumer communication in 2017:
“For the past year, we spoke to one-and-a-half million consumers on what they are looking for in their shopping experience… There’s been almost a 180-degree turn on making sure we keep the customer at the center of everything we do. It’s been [our] most important singular focus…”
But, it’s not only about keeping customers at the center of your communication and engagement strategies. Research findings from thousands of hours of VoC research conducted by our firm, ERDM, indicate that customers want unprecedented levels of personalization at 7 very specific points in their lifecycle with a brand. Think about how savvy customers are to identify the following points where they want brands to engage;
- Reach out when you see Decreasing Engagement
- A Poor Experience
- Surprise & Delight / Thank You
- Value Added Cross Selling
- Value Added Repeat Sales.
However, to deepen relationships at these key points, brands must shift to truly relevant and value-driven communications. Per the research, traditional transaction / persona / implicit data based communications are not viewed as relevant.
Using the 7 VoC research-based lifecycle points, here are ways that marketers can add value to communications.
See full article here.