Connect Your Data & Marketing Objectives To Deliver Great Customer Experience

A contact strategy should be a core part of your business growth strategy and marketing process – it’s where you build and specify your plan for delivering personally relevant communications to your customers, set the measures of success and harness your data and resources to make it a reality. It’s critical to get right but doesn’t have to be too onerous to compile. A contact strategy is just like any strategy – it connects your vision to your tactics.

How To Build One

Focus on your customers

One-to-one marketing is a reality but for the majority of brands it’s too difficult to implement in practical terms. Depending on your specific marketing objectives and type of business, you should think of differing customer needs:

  • By customer segment – these are data driven profiles of the characteristics that unite similar customers. Behavioural based segmentations, such as RFV, are a highly efficient way of segmenting a customer base and setting specific objectives and targets for key segments.
  • By persona – these are slightly broader and focussed more on content development. Think about who your ideal customers are, what problems you are solving and who you should be talking to. 

Ensure that you can fully answer these questions:

  • Who are they and what relationship do they have with your brand?
  • What do you want to talk to them about?
  • Why should they be interested in what you have to say? What are the barriers and what is the desired response?
  • When will you communicate with them?
  • How are you going to communicate (which channels) and how will you measure response & the effectiveness of your efforts?

Also consider

The traditional focus has been on outbound but an equal amount of your attention should be on inbound marketing and the delivery of content that meets the needs and addresses the pain points of your target customers.  

Your Campaigns should be captured and managed in a campaign calendar while your Events and Triggers should be well documented so that the business rules used to generate them are well defined.

Measurement should be central to your marketing planning effort. When building your plan, ensure that you allow time to set key measures of success and tracking efficacy. These are critical to proving your ROI and should link directly to your data strategy

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