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Seven Building Blocks of a Customer-Centric Marketing Strategy

by Bobby Fan  |  
December 9, 2015
  |  4,214 views

In an advertising and content-cluttered digital landscape, how can a marketing professional cut through the noise? In my experience as the director of marketing for a global Fortune 500 company, the answer is easy to identify yet challenging to achieve: connect with the customer.

Why do I include "easy" and "challenging" in the same sentence? Because the idea of focusing on the customer's viewpoint is decidedly not new in the marketing landscape, but creating a campaign that focuses on the values of the consumer takes commitment and research.

From data dives to field research and anecdotal market intelligence, building an accurate picture of consumer values and priorities, then acting on that information, is hard but rewarding work.

Here's a look at why this customer-centric approach matters, along with some actionable tips for making the customer connection a reality.

Make the Connection


Why should companies connect with consumers from a values perspective? Because doing so builds a lasting relationship with customers rather than treating every transaction as a one-off. Moreover, developing values-based personas can help the company remain relevant to existing customers and introduce the company to new customers.

Our team's research, for example, has revealed that many consumers in our market are "dual belongers"—people who feel they straddle two countries and lifestyles. When you consider that US 2010 Census respondents self-identified in eight or so racial/ethnic categories (including dual race and the ambiguous "other"), it's evident that for us there is marketing power in paying attention to race and culturally driven alignments.

Customer-Centric Building Blocks


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Bobby Fan is director of marketing for Western Union Digital. The Western Union Company is a leader in global payment services.

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  • by Brant - brand strategist Wed Dec 9, 2015 via mobile

    7 building blocks of customer centric marketing... And you don't mention brand once?? Remarkable.

  • by Dan MacInnis Wed Dec 9, 2015 via web

    Bobby I am now a big FAN!! Love the fact that you aren't guessing what your customers want. It is so easy to ask, right! I totally am a big believer that the how and why you do something is as important as the what, especially in a competitive landscape. The more a business understands me and what motivates me, listens and is helpful, aligns with my values the more "love" I have to give them.

  • by Lee Tue Dec 29, 2015 via web

    I too was surprised to learn on Marketing was always about insights and we got those by connecting the dots that is, seeing the relationships in the research data. But these days much of so-called research comprises quick 3 question type surveys, such as I wanted to share this link you could find Some other great resources include: http://www.smstudy.com/Article/Aspects%20of%20Sales%20and%20Marketing

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