Putting the Brand at the Heart of the Customer

I know, we all thought that the Customer was the focus. Indeed they are. But to mis-quote from John F Kennedy’s inauguration speech

 ‘And so, my fellow Marketers: ask not what your customer can do for you - ask what you can do for your customer.’

We know that traditionally the model has been for the Brand to have the upper hand in the relationship with it’s customer. But we believe that has changed. Don’t we ? Well yes and no.

Today’s customer no doubt does have more control.
The way they buy has changed
The way they research has changed
And they undoubtedly talk, comment, review our products in a completely different way to say even 5 years ago

Does this put the brand on the back foot? I suggest that actually it’s an opportunity for brands to become as important as ever in customers’ lives.

How? By listening to customers’ needs at every touch point in their journey to whatever they are trying to do. That might be the journey to purchase your product or it might be an opportunity for the brand to help customers in their everyday lives by just making things easier and better.
Yes of course we can sell more by understanding how customers buy, but we can actually sell more just by sometimes being there when customers need help or have a problem.

In reality what does that mean? Here are a few examples that I've liked recently





As we continue to tighten our belts we still need to eat
– even when we are on the motorway where food is notoriously expensive.
So the Moto app provides us with a Deal of the Day to make prices more palatable.











When tyring to sell a car, webuyanycar.com very kindly
sent me an email confirming my appointment, but also gave me the option to change the appointment time with a link in the email.
In the end I didn't sell my car to them but the service was amazing






I sometimes treat myself to a lovely sandwich from my local deli Mairs. And I can tell you they are amazing!

But on one Saturday lunchtime...

And what did I get back?

So of course I go back!


At the checkout in Sainsbury's,

they automatically compare your baskets branded goods with their main competitors and are honest enough to tell you if your shop would have been cheaper elsewhere.
( Brand Match)


And as a result offer to give you money off on your next visit.







In one way or another, these are examples of great use of different touch-points to enhance the customer experience. Making life easier.

Great examples of eCRM

Great examples of everywhere CRM

A Bird in the Hand...

The Retail environment in the UK is a very competitive one, and no more so than the competition between the Supermarkets.

The main players are very keen to show that they are no more expensive than the competition. They do this is in different ways

ASDA for example have their Price Guarantee

' If the total cost of the comparable items in your shopping isn't 10% cheaper than the above competitors, we'll give you the difference'

What they ask you to do is to either go to the website or the actual ASDA Price Guarantee site no sooner than 6am the day after your shop and enter your receipt details.


Sainsbury's on the other hand, have their Brand Watch as part of their Live Well For Less standing.


They even have a nice little video to watch




And having shopped in one of their supermarkets the other day I received this at the till

Now setting aside which is the best deal for the consumer, I can't help think that Sainsbury's mechanic is better than ASDA's.

And this is purely because there and then, the consumer is given some re-assurance that they have got the best deal. They don't have to remember to hit the web the next day , with the receipt and do some work.( Perhaps that's the point, ASDA don't want them to do that)

The Sainsbury's version doesn't use a fancy widget, doesn't have a website. All it does is make use of the data they have collected about the competition and presented that to the consumer with respect to the shopping they have just done.

Simple everywhereCRM that tries to make the customer experience easier.

Customer Experiences, Brands Might Want Us to Forget

I was looking thought my Twitter Stream this morning ( @iamgfc) , as one does over a Nespresso Roma coffee when I noticed this Promoted Tweet from Sainsbury's

Now I'm not in the market currently for Netbook nor Laptop but it triggered a memory of an in-store deal I came across a few months ago again in Sainsbury's.
Here is the photo I took

Now at the time I was in the market, so the promise of a mark down appealed....so I looked a little closer at the deal

Now you have to admit , that's not exactly the Sale of the Century!!

But anyway, I gave the Sainsbury's Tweet a second chance and clicked through on the link..and saw this,

I've done a lot of work for clients where the campaigns have delivered in terms of clicks etc, but then we get a lecture on the lack of resultant sales. Is it any surprise that this post by Gerry McGovern on the Fusion Marketing Experience event site, and the importance of the First Click resonated with me?

Anyway, in the end., John Lewis got my business. Enough said