In today's digital landscape, brands need to adapt and evolve to keep up with the needs of their customers. Business success is no longer just about a good product or service. It's about the relationships built with customers. A customer-centric approach isn't just a trend; it's the heartbeat of thriving brands. It's about understanding, engaging, and satisfying customers beyond their expectations.
WHAT IS A CUSTOMER-CENTRIC APPROACH?
A customer-centric approach is a business philosophy centered explicitly around the customer. It shifts the focus from solely selling products or services to prioritizing the customer's needs, preferences, and overall experience. At its core, it involves understanding customers on a deeper level, engaging with them at various touchpoints, and tailoring solutions to meet their individual requirements.
CUSTOMER-CENTRIC STRATEGIES FOR MODERN BRANDS
Welcome to the era of customer-centricity, where brands thrive by placing the customer at the core of their strategies. Understanding, engaging, and satisfying customers has become the linchpin of business success.
In this article, we'll explore practical and actionable strategies that empower brands to infuse customer-centricity into their DNA. These strategies go beyond mere buzzwords; they embody a mindset shift that transforms brands from transactional entities to empathetic partners, fostering lasting relationships and propelling businesses toward sustained success.
UNDERSTAND YOUR AUDIENCE
To be truly customer-centric, understanding your audience is key. Having this foundation forms the bedrock of a customer-centric strategy. Start by gathering demographic information, online behavior, purchase history, and engagement metrics to gain insights into their preferences, behaviors, pain points, and aspirations.
There are countless tools that can be leveraged to do so, such as CRM systems or web analytics. A primary example of this is ONLIVE.SITE's data and analytics features. Brands implementing video commerce through ONLIVE.SITE can access real-time data to make informed decisions and improve 1-to-1 virtual sales agent interactions and calls.
Foster Seamless Multichannel Engagement
According to DATAREPORTAL, social media users make active use of an average of 6.6 social media platforms per month. With this level of interconnectivity, brands can thrive on various platforms and reach a wider, more engaged audience.
With this in mind, it's vital to ensure a seamless experience across all touchpoints—website, social media, in-store, mobile apps, and customer service. Create a cohesive brand experience irrespective of the platform, allowing customers to transition effortlessly between channels.
Video is all around us and it is the most consumed type of content today. That's why many brands are implementing their very own Branded TV Channels on their websites, which allow for seamless multichannel streaming of live video, increased website traffic, and the discovery of an untapped audience. Now, brands can keep traffic on their website, while also engaging with social media users that follow them elsewhere, making the customer journey better than ever before.
Cultivate Customer Communities
Creating a community builds brand loyalty and awareness. By having a space or platform where customers can interact, share experiences, and provide insights, your brand can redefine its way of connecting with its audience.
Besides some of the more well-known communities such as forums, social media groups, or exclusive memberships, a live shopping platform allows your customers to interact with your brand in real time, engage with product experts, stylists, or show hosts, feeling more connected to your brand than ever before.
Video allows brands to do this in a fresh and modern way. Through live shopping experiences, your brand can encourage discussions, give tips or tutorials, or conduct product demonstrations. A great example of this is Saigu Cosmetics, a Spanish Cosmetics brand that has successfully implemented Live Shopping tied in with Influencer Marketing to build a strong customer bond and grow its digital audience.
The Saigu Case Study shows you exactly how the brand sold 120K€ in just one 1-hour live shopping event. Download the case study to see how they have adopted a customer-centric approach and revolutionized their eCommerce strategy with Video Commerce.
HAVE Proactive AND RESPONSIVE Customer Support
This may seem obvious when it comes to customer-centric strategies, but it is often overlooked or not well implemented. For consumers, especially online, customer support can make a big impact on their impression of or even loyalty to a brand.
Many brands are taking customer support to the next level with video integration. Integrating video into your customer service strategy creates the ability of personalized video responses to customer queries or concerns. Instead of traditional and slow-response text-based support, using on-demand or scheduled video calls quickly and effectively addresses specific issues, offers solutions, and provide guidance. This personalized approach humanizes the support process, conveying empathy, and strengthening the brand-customer relationship.
Conclusion: Put Customers at the Center
Making your brand more customer-centric isn't just a business strategy; it's a philosophy. It's about building relationships, earning trust, and exceeding expectations at every turn. By understanding your audience, personalizing experiences, and ensuring seamless engagement, your brand can stand out in a crowded marketplace and create a loyal, satisfied customer base.
Video Commerce is a pivotal strategy for brands that want to become customer-centric while building their brand online. ONLIVE.SITE provides the tools brands need to make that happen. Want to learn about the video commerce revolution and how you can transform your brand for the future of eCommerce? Book a demo with our team of experts today.
