Meet Your Brand’s New Best Friend

Meet Your Brand’s New Best FriendWho’s your brand’s best friend? It’s not your CPA. It’s the not even the guy who rushes the all-important pizza deliveries to the office each Friday afternoon. So who is it already? Alright, alright … it’s your customer. Don’t act surprised. Who else is so loyal? Who else tells the world – nay, the universe, about how terrific you are, using every online, offline channel they can get their paws on.

But customers can and will go astray – UNLESS … you keep them fired up and friendly. If you don’t know how to do this already, you can scale the Himalayas and find yourself a good guru. Or you can keep on reading. (HINT: The latter is much quicker.)

Take the Long Way. We’ve all heard about the customer journey; gotten it up to our eyeballs. But in ‘015, the customer journey spans a much greater distance than it once did. Used to be, you’d stop at the purchase. And all was good.

No longer. The customer journey runs all the way past the purchase and covers a stretch of territory that includes evaluating their brand experiences, considering product upgrades, requesting follow-up services, and sharing experiences with the world at large. Brands must manage these critical phases to keep customers on board. Neglect even one, and you’re giving them a reason to jump ship.

 

Touch Them in All the Right Places. Want a crapshoot, go to Vegas. Want the odds on your side, go for the points. Every customer has them. Trust points. Touch points. Head to toe. Sorry, they won’t be flashing like a neon sign. You’ll have to locate them for yourself.

Once you identify the points, more challenges loom. You’ll have to develop precision messaging that connects with each and every one. The more connections, the greater the bond with your brand. OK, you’ll be doing some homework. But you’ll be generously rewarded. And there’s always the Friday pizza.

If you have any questions or comments about building long-term customer relationships, or about any other brand-related topic, feel free to send them our way.

You can connect with the Young Company team at 949-376-8404 #4033 or bart@youngcompany.com. And be sure to follow us for the latest brand marketing news and tips.