Think Like A Customer: A Winning Strategy

Source: Goole Images

Earlier on Sunday my local Barista didn’t have their new order of coffee supplements and the queue to my grocery store went around my block! That morning, the fear of the spread of Coronavirus had knocked the city out cold — just when the weather was getting better!

Con: Yes, I make poor jokes at the worst times…

I was so excited for spring to set in, but I guess when you’re faced with a global pandemic the only thing you choose is to be safe, over and over again. So how do we not panic? Become aware of how unrewarding anxiety is. Aren’t we all aware of this already you ask? Try adapting it! Our brains choose more rewarding behaviors simply because they feel better.

Pro: I know — I’ve always been a genius!

Like most consumers today, the things I need most are:

  • Sanitizers
  • Toilet Paper
  • Disinfectant Wipes
  • Masks

Trust me when I say — I take all sorts of precautions! Yet, there’s always a thought playing over and over in my mind — Who cleans the stores? What hygiene regulations have they implemented? What is the quality of the product? How do they define quality and hygiene?

Con: Paranoid Level 10000 (I traveled back home this week, masked with a handful of gloves, and a cabin bag full of supplies I could use to clean and cover my seat) … clearly, I need to learn to practice what I preach.

Why am I telling you all this? Why is it important?

I’ve got two words for you — Customer Journey!

Source: Google Images

Every organization needs to understand its customer’s path to purchase. Customers expect a Hazmat Suit! They want to be ensured that they are looked after and cared for.

After 2 hours of waiting in line when I entered Trader Joes that dreadful Sunday morning –It was good to know that I wasn’t the only one wearing gloves while shopping, all the employees had gloves on, there was someone constantly sanitizing the trolleys and wiping the metal surfaces in the store. Target’s CEO too sent out a notice to all customers and employees — detailing out the steps it has taken to ensure safety. Netflix too rebranded its chatroom to help its audience through self-isolation.

Why is this needed? Brands need to adapt to the changing times and make their consumers more comfortable to ensure that their loyalty loop doesn’t come to an end. They need to be able to walk a mile in their customer’s shoes and truly understand their journey.

1. Think like your customer.

2. Go where your customer is.

3. Find out what your customer is talking about.

4. Find out what your customer wants.

5. Make them think it’s their decision!

5 Simple Steps — that make ALL the difference.

However, even as marketers don’t forget the 5 steps that are the need of the hour:

  • Wash your hands
  • Stay home
  • Remember respiratory hygiene and cough/sneeze etiquette
  • Be diligent about disinfecting
  • I know it’s hard but try bringing down your stress levels

Stay Safe!



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Nidhi Shah

Nidhi Shah

The black sheep of a traditional Indian family full of engineers and doctors, aspiring to be a New Age Marketer. Majoring in Market Analytics at NYU.