Navigating New-Age Consumerism: How Personalization and a Positive Customer Experience Will Be Paramount in 2024
You’ve undoubtedly heard the saying, “If you build it, they will come.” This sentiment has been applied in nearly every corner of the market, from throwing up another Starbucks even though there’s one across the street to opening yet another grocery store or liquor store in town. However, over the past few years, this focus on the operations side of things has been replaced by something else: the importance of a positive user experience. Nowadays, we live in an era of customer-centric marketing. In other words, businesses are no longer focused on the products or services themselves; rather, priority is given to understanding customer demands and marketing to their needs. So today, we’re going over everything you need to know about navigating new-age consumerism and, specifically, how personalization and a positive customer experience will be paramount in 2024.
Understanding the Shift
Before we can dive into how to leverage customer-centric marketing for your business, we first need to begin by understanding the shift that’s occurred. In the days before the widespread adoption of technology, a customer’s experience was driven solely by in-store or direct interactions (for example, a phone conversation). However, in today’s age, a brand can have many touchpoints, from their social media to their website to their brick-and-mortar location, to name a few. As a result, this has created a customer-centric culture that places the customer at the heart of all business decisions, particularly marketing. With the massive amounts of client data available to business owners, it’s no wonder that this shift has occurred. It’s no longer enough to just set up operations and wait for people to come. Businesses need to deliver more personalized and engaging experiences to help drive brand awareness, customer loyalty, and revenue
So, how do businesses create these personalized, engaging brand experiences for their customers? The answer is by leveraging customer data, of course. You’ve no doubt noticed those little pop-ups when you enter a website asking you to “accept or reject cookies.” This is part of the new-age, data-driven approach to personalization, which involves a constant process of developing, understanding, and getting to know your clients so you can create customized experiences. Consider the retail giant Amazon, for example. Amazon is one of the most successful companies in the world, and part of its success comes from leveraging customer data to stay one step ahead of the competition. They will collect client information (via their website, emails, or other digital platforms) and utilize this data to suggest add-on items, make personalized product recommendations, and optimize product search results. The only thing to remember is that consent is critical when it comes to customer data, and you can’t use any information that wasn’t provided willingly.
Crafting Personalized Marketing Campaigns
Now comes the fun part—crafting personalized marketing campaigns based on the customer data you’ve collected! The idea here is to create tailored content that’s all about delivering experiences that speak directly to each individual customer. One way you can do this is by creating different customer personas or avatars that represent certain segments of your core audience. For example, our Client-Partner Blomidon Nurseries has a wide customer base, with clients ranging in age, socio-economic status, and gardening abilities. Therefore, the content that a new green thumb would want to see (think “starting your first garden on a budget”) will be vastly different than the content a seasoned gardener would want to see (think “this season’s must-have plants”). By taking the time to identify and tailor your content to these different customer segments, you can connect with your audience on a deeper level, leading to improved engagement, higher conversion rates, and a stronger brand-consumer relationship.
Once you understand your different customer types and how personalized marketing works, it’s time to look at the technology and tools that can help you execute your next campaign. Beyond things like Google Analytics (which is a great tool, by the way!), many businesses have been turning to AI-driven technology that relies on machine learning and data analytics to help you create personalized marketing campaigns. For example, platforms such as Braze Canvas Flow and Bloomreach promise to help you “create customer-centric journeys that deliver the cohesive, responsive, and personalized experiences customers expect” so your “campaigns can launch faster, scale easier, and feel personal to your customers.” Now, with AI-based platforms like these in your toolkit, you don’t have to struggle to create a marketing campaign that’s tailored to your audience. You can get started in just a few easy steps.
The Future of Customer Experience
Something else that’s important to consider is that your magazine cover needs to tease the content that readers will find inside. Once again, you don’t necessarily want to spread a ton of words across the cover but rather highlight a few of the most relevant content pieces to draw your readers in. At Tulip Media Group, we recommend using specific verbiage to create curiosity. For example, the headline “5 Controversial Social Media Hacks to Get More Clicks” is way more exciting than “Increase Your Clicks with These Tips.” Remember, it’s all in the perception and delivery, so play around with your headlines and taglines and find what works best for you!
Going back to the opening line where we highlighted the old sentiment, “If you build it, they will come,” we would like to propose an updated version: “If you personalize it, they will buy.” By this, we mean that when you take the time to dive into your customer’s needs and desires and deliver customized content based on this information, we can almost guarantee you’ll start seeing positive outcomes with your personalized marketing campaigns. Don’t forget to utilize the technological tools available to you, as they can help you leverage this client data further (potentially in ways you may not have thought about). And, as always with your marketing, remember to experiment and have fun! We hope this article has helped you gain a foothold as you begin navigating this new-age consumerism while underscoring the importance of personalization and a positive customer experience within your business.