Commercial strategy: the customer at the heart of your strategy

Any company wishing to retain its customers must ensure that it has a human-oriented business strategy in place. Today we are in an increasingly digitalized world which leaves no room for error. Anyone can give their opinion and thus influence others on a product or a brand. Whether in the world of B2C or B2B, the notion of reputation is essential today. A dissatisfied customer and a customer to consider for the sake of your reputation. With digital, a commercial strategy must be thought out in a multichannel way. The advantage of the BtoB sector is that the Democratic Republic Of the Congo Email List there are very few stores, which reduces phygital actions . However, digital is today inherent in a good commercial strategy.

Whether it is support on the web, social networks or the application of an inbound marketing strategy, everything must revolve around the customer. Placing people at the heart of a business strategy is therefore a priority for the future of a company. So let’s see how to build a business strategy centered on human relationships and the customer. A commercial strategy focused on the user experience The first thing to think about in terms of business strategy is to put the customer at the heart of its strategy. The adage that says the customer is king has never been as true as it is today.

If one of your customers is unhappy it can damage your reputation

This is why we must anticipate as much as possible and offer a relevant user experience from the start. At the time of the digital transition, the user experience goes through different digital and traditional channels. For this, we must offer a range of solutions to meet all customer expectations. If we take the result of several large group studies we know that: 74% of Internet users do a research on the web before making an act of purchase. 92% of Internet users want to maintain human relationships. 91% of millennials buy on the web but 98% of them want to keep human aspects in their exchanges. 86% of Internet users leave a review on the web when they are unhappy. 43% of Internet users leave a favorable opinion when they are very satisfied.

92% of consumers in all industries do not appreciate service over the phone. Yet 89% of them prefer this channel. The digital transition is therefore forcing companies to rethink their business strategy while addressing existing gaps. What consumers have long lacked is the lack of personalization in customer relations. Today this personalization must be based on all the channels by offering a personalized service. So yes, in an inbound marketing strategy, it is difficult to completely personalize an action, but digital technology is not unique to this strategy.

In short, the user experience must meet customer expectations

From the research phase (via the web) to after-sales service. A commercial strategy based on web channels To offer an optimal customer experience, your commercial strategy must be based on the various channels of the web. By different channels, we mean your site, social networks, marketing automation, inbound, CRM and new technologies. To establish a commercial strategy on web channels, it is necessary to start by solidifying the bases. First of all, you have to build your image through an ergonomic website where the user can easily find himself.

This is why it is necessary to build a site architecture and an internal mesh to always fall back on its feet. Then comes all the steps related to content creation. It is difficult to create content specific to each person, however it must correspond to a group of people (persona). The objective is to answer the questions of your targets which directly or indirectly affect your activity. Once this process has been put in place, dissemination on social networks allows you to make yourself known by highlighting your expertise. Once the digital marketing strategy is in place, the goal is to capture leads.

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