5 Things Customers Expect from Your Marketing Program


When it comes to creating a conversion-centric customer experience for your brand, there’s no room for error – especially when so many people have grown accustomed to working, shopping, and connecting via digital mediums. Today’s consumers are smarter, more connected, and more used to digital marketing tactics than ever before. With Forrester predicting that only 25% of brands will see significant advances in customer experience, marketers are faced with an important question: what do your customers want from your brand?

These are our top five recommendations to consider when building a data-driven customer experience.

What your customers want:

  1. Hyper-Personalization: If you think personalization just means using your customer’s name, it’s time to up your data game. Data insights give you what you need to develop individual profiles for each client and begin utilizing the kinds of personalized messaging consumers have grown to expect.
  2. A Relationship with Your Brand: Building from hyper-personalization, consumers want to feel like their favorite brands really “get” them. Who they are, what they like, how they like to connect, what they need, and more can all be available to you with zero-party data. This intimate look at your consumers allows you to connect on their level like never before.
  3. Loyalty Rewards: As competition and digital marketing noise grow, consumers gravitate toward brands who recognize their value. Loyalty and recognition programs are great ways to increase retention and create loyal customers. By fusing data with retention strategies to provide your customers with the best experience, you can dynamically increase your revenue and impact your team’s approach to reach potential buyers.
  4. Omnichannel Experience
    Consumers expect a seamless transition from digital, to catalogue, to the storefront. When designing your customer journey, continuity at each consumer touchpoint is key. This allows your customer to feel they are heard and communicated with correctly at each stage in their customer journey.
  5. Frequent Communication (But Not Too Frequent!)
    Savvy consumers expect that you’ll only communicate with them when they need something, so it’s up to you to rely on prescriptive analytics and data points to hit the mark. With a new Forrester report predicting that marketing message volume will increase by as much as 40 percent in 2021, it’s important to keep up your frequency, but not to the point where your messaging gets lost in the noise.

FiO understands how to connect your data analytics, customer journey, and marketing teams so that you can provide a superior customer experience and increase revenue. Click here to start a FREE one-month trial of FiO ai-InteleKt™.