3 Ways to Win Over Your Customers Using Marketing Cloud

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We know Customer Centricity as the business strategy that places the customer at the heart of all corporate operations and decisions. What does this mean? It involves pursuing a clear objective: improving the customer experience at every point of contact with our brand in order to increase their loyalty and satisfaction, which in turn can result in increased recommendations.

Under this approach, companies make all decisions always considering how they will impact their customers. For this reason, this vision implies an effort to understand in detail the needs, aspirations and preferences of consumers in order to create products, services and experiences that effectively meet their expectations.

And the truth is that today's consumers have higher expectations and more complex goals. In fact, according to the “State of the Connected Customer” report prepared by Salesforce, in which they surveyed 14,300 consumers from around the world to discover the trends that shape the future of customer relations:

88% of customers say the experience a company provides is as viber data important as its products and services.
73% expect companies to understand their unique needs and expectations.
56% are confident that they will always receive personalized offers based on their preferences.
94% say that a positive experience with a company's customer service department increases their likelihood of buying from that same business again.
62% feel emotionally connected to and trust the brands they buy from the most.
But let's get down to business, what are the two key elements to creating a company based on Customer Centricity?

I have it very clear: people and technology.

Technology gives the workforce the impetus to make a company more customer-centric and reap the direct benefits of this orientation:

a solid and stable customer base
Greater customer loyalty to the brand
and the most desired goal… higher sales and income
Now,

How can Salesforce Marketing Cloud help you design a completely customer-centric strategy?
1. Understanding customers, their pain points, expectations and behaviors
It is impossible to become a customer-centric brand if we do not understand our customers or what they want from us. But to reach this level of understanding, we must first take a few preliminary steps:

Who are our clients?
Where do they come from?
How they behave
How they are likely to behave in the future
What are your difficulties and challenges?
What do they expect from us?
And this is where Salesforce Marketing Cloud provides us with a 360-degree view of each client that will help us create marketing campaigns based on 100% reliable and real-time data.