04 December 2019
Author: Steve Bleh
Any plan for identifying, targeting and attracting customers to your brand almost always involves some sort of analysis of the customer journey. It’s the path from the Zero Moment of Truth, through something like a Sales Funnel, and leading ultimately to the Last Three Feet. Then we’re done, right? Everybody high-five and start filling out the awards submissions. The reality is that last moment of truth is not where the marketer’s job ends—it’s just where it starts over. With some notable exceptions—burial plots come immediately to mind—most of the brands and clients we serve are hoping for something more than a one-off transaction. So, what can we do to keep those customers coming back for more? First, be certain that the earliest customer experience is not only more than they expect, but clearly what they expect. Advertising messages that confuse your audience or imply a different kind of experience will leave guests confused, disappointed or worse. That means that a clear definition of who the product or service is for has to be baked into your strategy. This requires an analysis that goes beyond demographics or psychographics and gets to what customer need that initial purchase meets. It’s fair to say that the MegaMart and the art gallery have very different customer profiles, but patrons of the arts still, on occasion, need batteries or shoelaces. Second, anticipate that there still will be customers who walk away confused, disappointed or worse. Whether it’s because of an operations issue or a disconnect in your messaging doesn’t matter—it’s still marketing’s problem to address. There once was a saying that a satisfied customer tells two people, but a dissatisfied one tells 12. That’s still mostly true, but through social media that unhappy customer could reach 12 dozen or 12,000 in a matter of hours. Have a plan for responding to these situations that in a way that reinforces your accurate brand story and reinforces your commitment to meeting and exceeding expectations. Third—and this where the journey starts over at the beginning—your marketing plan needs to remind all those happy (or at least satisfied) customers about the best parts of their experience invite them back. Many mass-market retailers and food service establishments solicit comments at the cash register or create rewarded surveys. For high-value purchases or those that are less frequent, consider a personal contact to ask about the experience—good or bad—and even to ask for referrals. With so many options for any service or product in the market, brands need to make sure that every step the customer takes with you is on the right path. The first transaction is just the beginning of the relationship. And the beginning of a new journey.