Download as PDF, PPTX
Uploaded byArgyle Executive Forum
Getting to the Heart of your Customer
The document discusses strategies for enhancing customer loyalty and engagement, emphasizing the importance of personalization and multi-channel interactions. It highlights the need to understand diverse generational preferences and emotional connections to build strong customer relationships. Key insights include the significant purchasing power of younger generations, particularly Millennials and Generation Z, and the critical role of customer experience in driving loyalty.
More Related Content
Similar to Getting to the Heart of your Customer
More from Argyle Executive Forum
Getting to the Heart of your Customer
- 1. Presented by: LynnOlson,VP of Sales and Marketing PerformanceTechnology Partners (PTP)
- 2.
- 3. 3 Less LoyalSomewhat Loyal etailer/ ecommerce Government Have tobe Loyal Bricks and Mortar
- 4.
- 5. 5 status, product loyalty program,personalization, convenience easy, convenience service, price consistency, youth, community consistency, preference
- 6. 6 People will forgetwhat you said. People will forget what you did. People will never forget how you made them feel. Dr. Maya Angelou
- 7. 7 • Street Smart • Skeptical •Pragmatic • Confident • Savvy • Latent Narcissism • Idealists at heart • $400B spend Boomers 49-68 Gen X 34-48 Millennials 20-33 • Self- Assured • Creators • Pessimistic Generation Z <20 25.9%24.5%15.4%23.6%
- 8. 8 “Earning the GenY’slove can be the key to billions – some say trillions – of dollars in buying power.” Quirk’s Research, February 2014
- 9.
- 10.
- 11. 11 Factor Objective Considerations PersonalizationIt’s about the customer Profile Channel of choice Visibility across all interactions Omni-Channel Engagement Make the connection Next IssueAvoidance Responsiveness CustomersTime Listen and react Perception Brand Differentiation Why do they buy? Relationship Customer Preference Affinity Routing Emotion Make Connections Boomers and GenY Self-Sufficient Leverage SharedValues Crowd Sourcing Effortless Make your best friend Typically one chance Are you loyal? Recognition Give back (e.g. loyalty program)
- 12.