A Direct Marketing Agency - Helping Brands Acquire and Retain Customers

The One-to-One marketing philosophy we've been practicing with our clients for years has, at it's heart, the belief that consumers are people and deserve our ultimate respect in return for their loyalty. We know that improving the purchasing experience at every interaction is going to make people happy and bring them back again and again.

The current popular term for that practice is "Customer Experience Management". Until now, most relationship marketing has been concerned with how to market to customers to get value FROM them. The recent shift understands that customers perceive value based on the experiences they RECEIVE. The ultimate goal of both lines of thinking is to acquire more buyers, keep them longer and make more money. The big difference is that the first is a strategy that sees "consumers" and $$ figures, the second sees "people" with emotional needs to be met.

One-to-one means acknowledging every person's individuality and making sure that their every interaction with your company is relevant to their needs.

A recent study asked customers which factors were most important in earning their loyalty.
Product or Service: 84%
Sales interactions: 66%
Purchasing process: 62%
Service and Support: 58%
Marketing communications: 22%

Not surprisingly, marketing communications was at the bottom of the list because marketing messages are how companies make promises that must be kept by all of the other areas. This illustrates how important it is to examine every customer touch point in your organization to be sure you deliver on your marketing promises. Become a people-pleaser and watch your business grow.