Every day, consumers are bombarded with over 5,000 marketing messages. Are you just adding to the noise, or are you cutting through? The old playbook of blasting ads and hoping something sticks is dead. Welcome to the new era of marketing: connection.
The Covid-19 pandemic saw many businesses shift to digital platforms, but simply having a website or social media presence isn’t enough anymore. Today’s savvy customers demand personalised experiences and authentic engagement. They crave value, not just sales pitches.
So, how do you rise above the noise and build lasting relationships in this hyper-connected world? It’s time to ditch the megaphone and start a conversation. Here’s how:
Know your customer – Really Know Them
Stop guessing what your customers want and start listening. According to McKinsey, companies that excel at personalisation generate 40 per cent more revenue. That’s not a coincidence. When you understand your customers’ needs, desires, and pain points, you can create messages that resonate on a deeper level.
Think beyond demographics. Dive into their behaviours, preferences, and purchase history. Leverage data to create micro-segments and deliver hyper-targeted messages. Personalised emails, dynamic website content, and data-powered recommendations are no longer optional – they’re expected.
But a word of caution: With great data comes great responsibility. Respect your customers’ privacy and adhere to data protection regulations like the General Data Protection Regulation (GDPR) and Kenya’s Data Protection Act.
Transparency and trust are paramount. Instead of sending a generic email blast, imagine a personalised message to a customer who recently purchased running shoes, offering tips on injury prevention and local running routes. That’s the power of knowing your customer
Create content that actually helps (and isn’t just a sales pitch)
Stop selling for a minute and start helping. Today’s consumers crave authentic, valuable content that addresses their specific needs. Think:
-How-to guides that solve real problems
-Videos that explain complex topics simply
-Stories that inspire or educate
-Useful tips that make people’s lives easier
Instead of just promoting your products, become a trusted resource, not just a vendor.
Craft a purpose-driven brand that people can believe in
Today’s consumers, especially millennials and Gen Z, are buying into values, not just products. According to the 2023 Edelman Trust Barometer, 63 per cent of consumers choose brands based on their beliefs and values. But authenticity is key. Don’t just jump on the latest social bandwagon.
Identify what your brand truly stands for and integrate that into your customer experience. Whether it’s sustainability, inclusivity, or innovation, walk the talk.
Remember that bank that committed to supporting women entrepreneurs? They didn’t just create a “women’s banking” product. They established a comprehensive programme including mentorship, networking opportunities, and flexible financing options. They enabled empowerment, and the result was a 45 per cent increase in women-owned business accounts and a loyal community.
Tap into Human Truths to Connect Emotionally
At the heart of every purchase decision lies a human truth, a universal emotion, need, or desire that goes beyond demographics. Great marketing is not just data-driven, it’s deeply human. It’s about understanding the fears, hopes, aspirations, and struggles that drive your customers’ choices.
According to a Harvard Business Review Study, brands that connect emotionally outperform their competitors by 85 per cent in sales growth. To achieve this, go beyond surface-level personas.
Dive into qualitative insights; what keeps your customers up at night? What do they dream of achieving? When you align your messaging with these emotional drivers, you don’t just sell a product, you build a relationship rooted in empathy and relevance.
For example, a bank that understands young entrepreneurs’ fear of failure and dreams of financial independence can craft products and content that feel less transactional and more like a trusted partnership in their journey.
Personalisation is More Than Just a Name
Personalisation today is standard, but true personalisation isn’t just inserting a customer’s first name into an email. It’s about deeply knowing where your customer is on their journey, who they are, and what they care about at that exact moment.
When you tailor your communication based on context, recent behaviour, emotional needs, life stage, and preferences, you demonstrate genuine care, which turns brands from mere service providers to indispensable partners in the customer’s lives. It’s no longer about mass marketing; it’s about meaningful one-on-one engagement at scale.
Be everywhere, but be consistent
Today’s customer journey is non-linear. Consumers interact with brands across multiple touchpoints. Adopt an omnichannel approach that offers a seamless, consistent experience across all platforms.
Imagine a customer browsing your website on their laptop, adding items to their cart, and then completing the purchase on their mobile app. The experience should be seamless and consistent, regardless of the device.
Unleash your hidden Marketing force: Your people
Your team is your most valuable marketing asset. When they believe in your brand and naturally share their enthusiasm, it creates authenticity that no paid advertising can match. Encourage your employees to share their experiences on social media, participate in industry events, and become brand ambassadors.
The bottom line is, the future of marketing is about building genuine connections, providing real value, and standing for something meaningful.
– The writer is the head of Brand and Marketing at Stanbic Bank, where she leads brand strategy and reputation management across Kenya and South Sudan.
Every day, consumers are bombarded with over 5,000 marketing messages. Are you just adding to the noise, or are you cutting through? The old playbook of blasting ads and hoping something sticks is dead. Welcome to the new era of marketing: connection.
The Covid-19 pandemic saw many businesses shift to digital platforms, but simply having a website or social media presence isn’t enough anymore. Today’s savvy customers demand personalised experiences and authentic engagement. They crave value, not just sales pitches.
So, how do you rise above the noise and build lasting relationships in this hyper-connected world? It’s time to ditch the megaphone and start a conversation. Here’s how:
Stop guessing what your customers want and start listening. According to McKinsey, companies that excel at personalisation generate 40 per cent more revenue. That’s not a coincidence. When you understand your customers’ needs, desires, and pain points, you can create messages that resonate on a deeper level.
Think beyond demographics. Dive into their behaviours, preferences, and purchase history. Leverage data to create micro-segments and deliver hyper-targeted messages. Personalised emails, dynamic website content, and data-powered recommendations are no longer optional – they’re expected.
But a word of caution: With great data comes great responsibility. Respect your customers’ privacy and adhere to data protection regulations like the General Data Protection Regulation (GDPR) and Kenya’s Data Protection Act.
Transparency and trust are paramount. Instead of sending a generic email blast, imagine a personalised message to a customer who recently purchased running shoes, offering tips on injury prevention and local running routes. That’s the power of knowing your customer
Stop selling for a minute and start helping. Today’s consumers crave authentic, valuable content that addresses their specific needs. Think:
-How-to guides that solve real problems
-Videos that explain complex topics simply
-Stories that inspire or educate
-Useful tips that make people’s lives easier
Instead of just promoting your products, become a trusted resource, not just a vendor.
Today’s consumers, especially millennials and Gen Z, are buying into values, not just products. According to the 2023 Edelman Trust Barometer, 63 per cent of consumers choose brands based on their beliefs and values. But authenticity is key. Don’t just jump on the latest social bandwagon.
Identify what your brand truly stands for and integrate that into your customer experience. Whether it’s sustainability, inclusivity, or innovation, walk the talk.
Remember that bank that committed to supporting women entrepreneurs? They didn’t just create a “women’s banking” product. They established a comprehensive programme including mentorship, networking opportunities, and flexible financing options. They enabled empowerment, and the result was a 45 per cent increase in women-owned business accounts and a loyal community.
At the heart of every purchase decision lies a human truth, a universal emotion, need, or desire that goes beyond demographics. Great marketing is not just data-driven, it’s deeply human. It’s about understanding the fears, hopes, aspirations, and struggles that drive your customers’ choices.
According to a Harvard Business Review Study, brands that connect emotionally outperform their competitors by 85 per cent in sales growth. To achieve this, go beyond surface-level personas.
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Dive into qualitative insights; what keeps your customers up at night? What do they dream of achieving? When you align your messaging with these emotional drivers, you don’t just sell a product, you build a relationship rooted in empathy and relevance.
For example, a bank that understands young entrepreneurs’ fear of failure and dreams of financial independence can craft products and content that feel less transactional and more like a trusted partnership in their journey.
Personalisation today is standard, but true personalisation isn’t just inserting a customer’s first name into an email. It’s about deeply knowing where your customer is on their journey, who they are, and what they care about at that exact moment.
When you tailor your communication based on context, recent behaviour, emotional needs, life stage, and preferences, you demonstrate genuine care, which turns brands from mere service providers to indispensable partners in the customer’s lives. It’s no longer about mass marketing; it’s about meaningful one-on-one engagement at scale.
Today’s customer journey is non-linear. Consumers interact with brands across multiple touchpoints. Adopt an omnichannel approach that offers a seamless, consistent experience across all platforms.
Imagine a customer browsing your website on their laptop, adding items to their cart, and then completing the purchase on their mobile app. The experience should be seamless and consistent, regardless of the device.
Your team is your most valuable marketing asset. When they believe in your brand and naturally share their enthusiasm, it creates authenticity that no paid advertising can match. Encourage your employees to share their experiences on social media, participate in industry events, and become brand ambassadors.
The bottom line is, the future of marketing is about building genuine connections, providing real value, and standing for something meaningful.
– The writer is the head of Brand and Marketing at Stanbic Bank, where she leads brand strategy and reputation management across Kenya and South Sudan.
By Lilian Onyach