Staying Adaptable and Responding to What Matters to Your Customers

AUTHOR: Marshall Akita

In my post from January 2nd, The Truth About the Omnishopper, I mentioned three ways in which you could work to make your product’s messaging feel good to the modern consumer. Here I’ll talk a bit more in depth about the second—staying adaptable and responding to your customers’ interests.

Every good marketer should be responsive to his or her customers, but doing so is not necessarily as easy as it may seem. The main reason for this is, simply put, people are fickle. One day they want savings, the next day they want features, the next day they want aesthetics, then ergonomics, then savings again. It can be a challenge for the consumer to keep their desires straight, much less the marketer attempting to predict them. This is where research is key. Large market studies are invaluable for helping to understand general market trends and consumer behavior. These, in turn, can give you a general idea of how to target your messaging to better reach your customers.

The problem with research like this is that it can’t get you the specifics that you need to make your marketing efforts really resonate. To do that, you need to perform your own marketing research, something that all large companies already do. This typically involves multiple small runs of various related but slightly different messages, followed by an analysis of which variation produced the best results. The advantage of performing this type of research is that it is far more comprehensive than a large study. In effect, you can let your customers fine-tune your message for you. The problem, however, is that, when done by traditional methods, the process is long and expensive. Not only do you have to put up all the content that you wish to test, you have to take down and replace everything that didn’t work.

Digital marketing can offer a way to fast-track your market research in an economical way. Unlike other media, digital can be altered almost immediately. In addition, it is easy to test multiple variations on a particular message, because distribution of content is greatly simplified. Digital out of home advertising has an additional advantage, because managers at the site of your advertisement (for example, the veterinarians at the vet’s office) can report customer feedback on your messages directly to you or your advertising agent. Because of this, it pays to foster a good relationship with the locations that you advertise in—if you can benefit them by some form other than simple payment, you would be wise to do so. Digital marketing is, therefore, your best tool for staying adaptable and responsive to customer concerns.

All this discussion, however, still begs the question: how does being responsive and adaptable make your product feel good to the customer? Simply put, if the client feels that the marketing messages are directed to them and for them, they will feel good about the product. Customers want to know that the product being sold to them is being sold to them for a reason—if it is marketed to them, it should really help them. Of course, the only way to be sure of this is to know the customer, or at least to give that impression. If they do feel like they are understood, they will be more inclined to trust the product and to buy it. Combined with the first tip, customers will understand that you don’t just know when where they do their important thinking, but what their main desires are when they are in that state of mind. Combined, these two go a long way towards making the customer feel good about the product.


About Pet Cause Media

Pet Cause Media is the national leader in veterinary pre-education and digital out of home marketing in veterinary offices. We work closely with our veterinary and sponsor partners to ensure full compatibility and maximum results. Visit our website (petcausemedia.com) or contact Marshall Akita (marshall@petcausemedia.com) for more details.

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