Choose a country

United KingdomEnglish
South AfricaEnglish

Planning a customer-centric digital marketing strategy

14th September 2017

How do your customers learn about your products? Did you place ads or use a strategic marketing plan to inform customers or rely more on great service to keep the customers you already have? There are many strategies that work, but one thing is now clear, any modern marketing plan needs to include digital marketing.

Why has digital become so important in the relationship with customers? Take a look around. How are your customers communicating with their friends and family today? They are online anywhere 24/7 and using tools such as WhatsApp and Skype to send messages and social networks to publish thoughts and ideas. The way that people communicate and source information has been transformed by digital technologies in the past decade, so it should be no surprise that marketing and customer development strategies need to also adapt to this new reality.

Look at the advertising market for an example of how much the world has changed. Almost 20% of all spending by companies globally on advertising goes to just Facebook and Google. This duopoly is also set to expand rapidly because in the past four years they have captured two thirds of all growth in advertising spending. The deputy editor of The Economist magazine has predicted that all print advertising will be dead by 2025.

Times are changing fast and this can be disconcerting for brands that have had a long relationship with customers, but it’s possible to break down the change into various areas you can focus on separately:

All these changes extend into the strategic change in the way that customers interact with brands today. Your marketing, sales, and customer service processes need to be aligned to achieve the best possible customer satisfaction results.

If you are considering how to plan your own customer-centric digital marketing strategy, then please click here for ideas on how Webhelp can assist you.

Are you a customer centric organization? Are you seeing the benefits from your digital strategy? Leave a comment below and let me know, or get in touch on LinkedIn.

Leave a Reply

Your email address will not be published.Required fields are marked *

Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Ronald Van schijndel appointed CEO webhelp the Netherlands

Ronald van Schijndel has been appointed as the new CEO of Webhelp the Netherlands. Ronald steps into this role following the unexpected passing of our dear colleague and former CEO Gert-Jan Morsink with whom he’s worked closely on the development and growth of the business since 2012. Thanks to his experience and passion for organizational development Ronald has been a key influence in shaping...

Webhelp announces cooperation agreement with UWV Werkbedrijf

Webhelp, the European market leader in customer experience and business process outsourcing, signed a cooperation agreement with UWV Werkbedrijf on 17 January. With this agreement, Webhelp fulfills its ambition to play an important role in filling jobs for people not in the labor force.  The...

A retailer’s guide to driving modern customer experiences

What are the modern customer experiences expected by retail customers today and how do online customers differ from those using apps or a website? Recent analysis published in Retail Customer Experience attempted to unpick this question and create some general guidelines for retailers. There...

The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Case Studies
Post Office Limited®