Do I Know You?
I was heading into my office last Tuesday and waved hi to someone I met a week before. I got a nod but I could tell – that person had no idea who I was. Ever have one of those awkward moments?
How many times do our customers have that exact same experience? They know who we are, but when we send them an offer, it’s either not for anything that’s useful to them or it’s the same offer everyone else gets. Until we start recognizing our customers as individuals, they’re not going to be going out of their way to engage with us.
“When you think about how you’re acquiring new customers, we think at the heart of that is the customers you already have, because when they talk about you and say good things about you, they’re creating those new customers.”
For more insights, watch Turning Customers Into Advocates.