The importance of really understanding your customers and how to engage them to improve retention, LTV and advocacy - particularly post Covid-19. Using examples and stories to illustrate how to improve your customer understanding and adapt and adjust your strategy to determine how best to support, retain and delight them.
- Marketing needs to think about the whole funnel - not just acquisition. Be wary of your leaky bucket
- The customer needs to be front and centre in all your decision making. Ensure you really understand their needs, motivations and how they may have changed with Covid-19
- Thinking beyond your core product - what wrap around content and services can you provide to ensure you are offering a stand out solution