Lifecycle marketing can:
- Deliver an experience that will keep customers coming back for more
- Create customers that can't stop talking both on and offline
- Improve campaign performance
A brave new concept that is slowly being nurtured by marketers, lifecycle marketing represents the birth of a new era. A drastic shift in marketing, it's a technique that focuses on more than attracting a customer, but on converting them into your own personal brand advocate.
Lifecycle marketing requires thought, research, a hands-on approach, a finger on the pulse and staff that are as excited about a product or service as you are. It isn't easy, but the rewards far outweigh the time and thought it takes to implement such an approach.
Lifecycle marketing embraces the entire customer experience process, not just the sale. It relies on rich customer experiences that transform clients into our best advertising tools.
Customer experience is the sum of all the encounters a customer has with a business. From initial awareness, through to discovery, attraction, interaction and purchase, to use and development, and finally ending in advocacy. So whilst they may not be shouting from the rooftops, a tweet and a positive review on your Facebook page will certainly go a long way in generating leads and attracting new customers.
Intelligent and insightful
This isn't all about concepts though, this is about tangible results, and the use of technology to support the business/consumer cycle.
Lifecycle marketing uses lead nurturing pathways and marketing automation technology such as HubSpot to feed tailored content to prospects and engage with them before they buy, when they buy and after they've completed the buying process.
These technical resources provide a platform for tracking and analysing customer engagement, including detailed information about what content leads have read, and when. With technology like this, it's easy to strike up the sort of conversation that your customer wants to be a part of.
Above all, lifecycle marketing is a thoughtful approach — it considers not only the customer experience, but also the employee experience. It relies on a degree of internal marketing that engages employees and motivates them to deliver the best possible customer experience.
Businesses have listened, learned and embraced the idea that the customer is at the heart of the marketing process.
Rhian Morgans is an online PR executive for Tomorrow People.