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Know Who Your Customers Are

Jennifer Rice over at What's Your Brand Mantra has an interesting post about knowing who your customers are not just where they are. Are you providing different customer service and support to the same people at different times and places?

Think about who your customers are, regardless of what product they use during what hours of the day. Get out of the weeds of features/benefits and talk to them like the real people they are. Earn their trust. Be likable. If you sell 'business-world' and 'home-world' products or services, stop compartmentalizing: it's quite likely that the very same customers purchase both. Identify your most valuable customers across product lines and figure out how to give them a consistently good experience with your brand. It's a different way of thinking. But when you align yourself to your customers instead of making them align themselves to you, you'll become a much more attractive choice.

May 26, 2004 in Award winning publications, Blog Outsourcing, blog publish, Brand enhancement, Building Customer Community, Business newsletter, CMO | Permalink


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