Achieving and sustaining growth is hard especially in post-pandemic era.
Organizations need to build powerful narratives that go beyond clients retention to successfully achieve clients loyalty.
The pre-pandemic playbook faces many challenges as existing rules about customer relationships and building brands have evolved and taken different meanings and expectations. For instance, before Covid-19, agility signified a technology process (i.e., linear or waterfall methodology). Today, agility is a modern marketing approach.
Digital transformation has been characterized by an overwhelming amount of changes among clients’ expectations and needs, digital technology and marketplaces, and has created an irreversible trend for marketing which is – to embrace a nimble mentality.
McKinsey, a global management consulting firm, reported that 75% of Americans changed brands during the pandemic. Value was cited as one of the main reason.
Before we said :
“Your brand should stand behind great products“
Now we say:
“Your brand should stand behind great values“.
Marketers are now taking center stage in their firms by connecting the dots across clients needs, data, business priorities, and the digital agenda.
Helping organizations to move marketing from a cost center to a profit center by reversing the value chain. Today’s growth agenda is about building the right internal connectivity through the lens of the customer journey.
Are you jump-starting a strong growth orientation in your leadership team ?
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From the marketing-and-sales teams that drive customer acquisition, to the product and service leaders who deliver the customer experience, to the customer-service staff who help ensure customer satisfaction and loyalty. Such growth requires a mixture of adaptability, persistence and nimble execution.
Today, more comprehensive metrics and criteria need to be deployed and analyzed to better assess client retention, satisfaction and advocacy.
Net retention has become, by far, one of the top metrics that people review — right alongside growth rate — and one of the biggest drivers of shareholder value.
Customer experience is more important than ever—yet it has never been more challenging between client expectations rising, talent shortage and the shift from working at home.
DigitallyNimble is a B2B marketing firm focusing on small and medium sized enterprises that are looking for innovative ways to successful grow and accelerate their business footprint nationally or internationally.
Creating a Better Client Experience
While Being Nimble
Customer-centricity is not new; however, functional silos within your firm that interact with your clients can be disconnected creating lack of harmony and holistic approach. Today, your clients sit at the heart of your customer journey.
Authentic brand experiences are unique and emotional – you should not focus on “what do clients think of us” but rather
“what do clients think of themselves”.