Why Brands Need to Adopt a Customer-Centric Mindset .
‘Customer-centricity’ is not a new adoption.
Putting the customer first is nothing new, It’s a mindset that has been around for many years but as brands evolve inline with the ‘age of the consumer’ they recognise its importance.
What is a customer-centric mindset?
Typically, brands tend to focus on customer feedback and providing a great customer service - which is great, but… in reality ‘customer-centricity’ encompasses so much more than this. It’s about providing an experience that is both seamless and relevant at each stage of the customer journey whether its pre, during or post sale.
Brands that implement this successfully will understand that not all customers equate to a profit, some as such may be brand ambassadors or advocates. Instead, they’ll use data to segment their audience and target those with the highest customer lifetime value.
Achieving customer-centricity
It’s important to remember that customer-centricity really is a mindset that has to be adopted across the whole business and implemented from the top down and this type of approach has to have ‘buy-in’ from all of a business’ key stakeholders.
The first step in this process is to outline your brand positioning… What is it that you have to offer your customers? What’s your niche? Why is it that your brand does or offers that's different to what any of your competition is offering?
From here brands can then start to appeal to their ‘ideal’ customer audience and knowing what that audience wants to buy, allows a brand to better advertise their product or service so that they can continue remarketing to them and get the most from their marketing spend.
Other elements of customer-centricity include:
- Rewarding and recognising customer loyalty
- Personalising the customer experience
- Ensuring products or services are tailored to customers and adapt according to feedback
The most successful brands will be those who are truly committed to building successful relationships with their customers. They will understand their audience and will recognise that without their customers they cannot succeed.
Whatever your business, be it a regional or global brand, the content you produce plays a vital role in your success. You know that… hence you’re reading this.
A well formulated and executed content strategy not only drives more traffic, at the core, it defines what your business is and helps build a strong connection between you and your audiences.
So let's quickly look at why developing a coherent content strategy is important and how setting clear goals and understanding your audience will elevate your online performance.
What is a Content Strategy?
It's basic right? Content is at the core of how you define the way your business presents itself and an effective strategy should look to ensure that tone of voice, messaging and the core values are surfaced across all channels, from service or product pages on your website, to blog posts, through social media updates blah blah blah.
But let's keep it simple - your content strategy should be a clear roadmap that connects your marketing activities to your business goals. Align to your customer’s wants and needs and engage them at every interaction point and boom, you're in business.
Who are my Audience?
You likely start all your projects with this chalked on the wall because your business knows “exactly” who its customers are right? Sounds obvious but we often find its not been done forensically enough (not based on data), is too old (more than 12 months ago - forget it) or its a spin off from some brand work that was legitimately aspirational but doesn’t face the reality of who you your business is actually engaging today.
So start (or circle back) with audience research, building out those personas to understand their ambitions, their lifestyle, their pain points or concerns, and crucially their wants and needs - in your context.
Do I need to tailor content?
As part of your research find out where your audiences spend their time online and how they interact with content: Some may spend time thoroughly researching a product or service, whereas other audiences may want their content to be quick, snappy or easily digestible in the form of a video, infographic or short blog posts.
Ultimately, the key is to produce a strategy that creates the type of content your customers want to see:
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What are the problems that your product or service will help them solve?
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Who are they most influenced by?
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What voices influence their behaviour?
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What type of content do they consume?
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Where do they consume content and engage with brands?
Different Content, Different Objectives
All content is not born equal: When producing your strategy, it is important that the objectives for each individual piece are defined, that these fulfil your marketing objectives and tie to the overarching goals for your business.
There are various content frameworks that exist to aid content development in this way, but one that is popular and effective is Google’s hero, hub and hygiene method: It provides a framework on developing content to achieve different goals and gives guidance on the effort needed to create each type of content.
Hero Content
Hero content is essentially campaign content, it is big splash ideas designed to appeal to a large audience with the aim of telling your brand’s story at scale.
Ways of measuring hero include the amount of PR mentions or links from authoritative domains plus social interactions and mentions of your brand across all channels.
Considering the scale of hero campaigns, this content is not regularly produced and is reserved for peak promotional times where it’s important for a business to stand out from their competitors.
Hub Content
Hub content is the stuff that keeps your audience engaged, it expands on the themes of product or service level content, educates users and helps create a connection between themselves and your brand.
Hygiene Content
Hygiene content is the bread and butter of any website, it is the BAU content for products and services, it is SEO focused and targets important keywords at a product, service or guide level.
How do I manage all this?
Content development is only one part of the ongoing work needed when working with an effective content strategy. We call it “feeding the beast” because it really is the fuel in your brand vehicle and once you start you really can’t stop (if it’s delivering results) but that’s where performance measurement comes in.
Your greatest gift in managing the outputs from your hero/hub/hygiene style efforts is to understand If your content is working. To truly deliver results your business must first understand the objectives and goals of each piece of content to effectively measure its success. That as a guiding light from day 1 will let you slow down, speed up, stop or start new content briefs and projects.
Remember - content strategies are not set in stone. They are living breathing things and should adapt and pivot as insights become available and your brand naturally evolves.
If ever you want to chat content and explore new initiatives we’re always here to help.
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