How Digital Customer Behaviour is Changing Brand Management

digital customer behaviour
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To say that the brand universe is complicated is a bit of a truism. The brand experience is deeper, fragmented, and very complex and fragile. More than ever, a brand is shaped by experiences and not perceptions. Perhaps delivering one bad experience with a customer service rep after five good digital or product experiences won’t kill your customer relationship, but three in a row might be enough to do it.

In other words, a “brand bank account” exists, and every experience — advertising, digital, customer service, social media, community — carries a positive or negative perception with it.

How do modern marketers manage this complexity?

1. Laser Focus on Customer Behavior and Needs

Clients and prospects will find unexpected routes to your information and content. What are they really using Facebook for? What information are they sharing on Twitter, and why? How does that relate to your brand’s online properties?

As a marketer, you must understand the motivations, needs, and behaviors of your customers—not what you want or hope for them to do, but what they actually do. And by having a deep understanding of your audience’s information needs and digital behavior (and how they shift over time), you can create digital experiences that combine optimal content with the best channels.

2. Cross-Channel Customer Experience Planning

Use the insights gained from your digital behavior research to build customer narratives. Map out the most popular online paths customers take, and plan customer experiences across those channels. A tweet can lead customers to a blog post with more in-depth information, which could link to a buyer’s guide to help them research their purchase decision and prompt them to pick up the phone and talk to a rep.

Marketers should build content chains that align customer needs with the channels they use drawing from digital behavior insights from those channels when planning customer experiences. Marketers need to reach across the organization to bring sales, customer service, legal, and other departments into the customer experience plan.

3. Real, Meaningful Value in Your Content and Experiences

Don’t waste your digital visitors’ time being cute when they’re exhibiting a strong readiness to buy. Or don’t weigh them down with 17 questions on a form when they are in research mode. Understand the varied information needs at different stages of the buying narrative, and manage your brand properties to offer experiences that provide real value.

Many marketers focus on providing information about their brand’s products, but there are many opportunities before that point in a customer’s digital journey for the brand to serve up content that is purely educational, or even entertaining.

4. Program Measurement That Integrates Follow-Through

Measure your program results both qualitatively and quantitatively, and use those results to modify your marketing strategy and tactics. Ask your visitors for feedback and opinions, but only if you have a process for integrating that feedback. A brand that has structure and follow-through built into its feedback process assures its customers that it is paying attention—not giving lip service. Augment feedback with additional customer-insights research on a regular basis.

In addition to qualitative feedback, measure relationships by what actions digital consumers take with your digital properties and content. Focusing on the number of retweets or on sentiment analysis is not enough. Instead, consider what themes are most popular, and how long your brand’s content has value. Measure what generates the most conversions when you put a call to action on Twitter, Facebook, or your online community.

Filter and separate “talk” from “action,” and use that information to create more effective customer experiences.


(Earlier version of this article was originally published on

Feature image source: CCM Cloud

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Jennifer Evans
President, @B2BNewsnetwork (launched Nov 2014). Content, community and analytics obsessed. Inventor @squeezecmm. Past chair, @itac_online @whiteribbon

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