Good morning: Your customers have questions

Challenges when it comes to building lifetime valyue and brand loyalty.



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Good morning, Marketers, and are you hearing from your customers more?


Marketers certainly didn’t plan it this way, but supply chain issues and other concerns raised by the ongoing pandemic have given customers many more questions to be answered. How dependable are the expected shipping dates for orders? Are the products they saw on your site an hour ago still available for purchase? What kind of new flexible payment methods are available for customers on a tight budget? For in-person services and entertainment, what are the latest health protocols?


These are often issues at the low end of the funnel, at the sales or post-sales/loyalty stage. But they are also crucial for building lifetime value and brand love. As media channels at the top of the funnel continue to fragment in the form of new OTT/CTV streaming services, getting your brand in front of large audiences becomes more of a challenge. But on the services side, customers are calling, and there are more opportunities than ever to leave them with a favorable impression if you provide helpful answers and transparency.


Chris Wood,


Editor


Quote of the day: “As a 10+ year user of Salesforce, I just gotta say: I’m all out of passwords. Please. Stop asking. Just let me keep one. No one is trying to hack in and see my dashboards, I promise.” Kevin “KD” Dorsey, VP of Inside Sales, PatientPop Inc


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About The Author










Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He has interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama as the country’s first federal CIO. He is especially interested in how new technologies, including voice and blockchain, are disrupting the marketing world as we know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has also written for KIRKUS, and contributes fiction, criticism and poetry to several leading book blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.

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