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In the last two posts we’ve talked about the importance of profiling your customer so you can make your marketing more effective.
Today, I thought I would share a personal example of how this might work in reality.
For a variety of reasons, which we might explore another time, I decided to switch to a different supermarket. I chose Ocado.
An hour before my order was due, I had a text confirming delivery telling me what van was delivering my shopping, with registration number and driver’s name, plus letting me know there were no substitutions. When the driver arrived he knew we were new customers so explained how the process worked.
All the shopping was delivered in colour coded biodegradeable carriers so the customer could quickly identify what was for the freezer, the fridge etc. Whilst bags would be collected next week, we could use them in our own bin if we preferred. None of that frantically trying to unload plastic boxes whilst the driver waited.
Clearly this has been designed in this way because Ocado know their customers, their likes and dislikes, and what they want from their online shopping experience.
Just imagine if you could deliver similar levels of service for your customers…
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