Did you know that 96% of customers stay loyal to brands prioritizing great service? Additionally, companies that focus on their customers make 60% more money. It’s not just about doing the ‘right’ thing; it’s simply smart business. 

In a world where your customers hold the power, how you make them feel can determine your longevity in the business. That’s why it is safe to say that being customer-first isn’t a slogan to adopt but a strategy to execute—one that listens, adapts, and consistently delivers value. 

So, how can your business create a strategy that puts customers at the heart of everything you do? 

Let’s find out.

10 ways to create a customer-first strategy

1. Understand your customers’ lifestyle and purchasing behavior

To truly put your customers first, you need to know who they are, not just demographically, but holistically. What are their daily routines? What influences their purchasing decisions? Try to gauge their lifestyle and buying patterns to align your offerings with their needs and preferences.

For example, YouTube Music gathers data from users’ listening habits to create highly personalized playlists for their many moods. It’s no wonder they reached over 100 million users globally and a revenue of $1.1 billion.

How they achieved this:

• They understand when and how customers engage with their platform
• They provide tailored content that helps build stronger customer loyalty and engagement

Apart from platform-based data, you can use customer surveys, social media insights, and website analytics to identify customer trends. Are your customers busy professionals seeking convenience? Are they budget-conscious shoppers looking for value? Once you answer these questions and more, you can create personalized marketing messages, launch products with a high PMF score, and design a smooth buying journey.

2. Design a seamless and engaging shopping experience

A shopping experience that feels effortless and enjoyable keeps customers coming back. From intuitive navigation to fast checkout, every touchpoint should ease their journey. For businesses launching an online marketplace, this becomes even more crucial. E-commerce sites are crawling with competitors. Standing out with a frictionless experience can be the thing that differentiates you.

Take platforms like Etsy or Amazon as examples. 

Thousands of brands host their businesses on these sites, but the ones that thrive go the extra mile to deliver an unparalleled experience. This could mean offering faster shipping, easy-to-navigate storefronts, or engaging product descriptions that help customers make quicker decisions.

If you’re launching on a marketplace, think beyond just listing products. 

• Organize your storefront with clear and simple categories
• Use aesthetic visuals and concise product descriptions
• Offer fast shipping and transparent pricing upfront
• Add personalized recommendations to increase product visibility
• Provide quick, helpful post-purchase customer support

Once you offer a stellar customer experience, you may even get featured on Etsy’s Picks like below-

3. Use social media to connect with customers and build community

Social media is a powerful tool to engage customers and foster a sense of belonging. Create relatable and amazing visual content, interact with followers, and showcase your brand’s personality to build trust and loyalty beyond just transactions.

For example, are you starting a t-shirt business? Use Instagram to share behind-the-scenes looks at the design process, run polls to let followers vote on new designs, or feature customers wearing their products. This will promote your brand and make customers feel they’re part of a community.

Focus on platforms where your audience spends most time. B2B brands could lean towards LinkedIn and X while B2C brands can actively use TikTok, Instagram, or Facebook. Host live Q&A sessions, create shareable content, and encourage UGC to deepen connections. 

Take a cue from Go Pro. They actively repost community content in their series titled ‘photo of the day’, making their customers feel valued and involved.

4. Personalize marketing campaigns based on customer preferences

Personalization is no longer a luxury. It’s an expectation and current statistics confirm it—87% of consumers want some personalization. 

Tailoring your marketing campaigns to reflect customer preferences will grab attention and drive engagement and loyalty. Knowing customers ‘ behaviors and interests is key, whether it’s targeted email offers or personalized ads.

Netflix excels at this by analyzing viewing habits and emailing series and movie recommendations tailored to individual user tastes. 

You can use AI tools that offer segmentation to send dynamic emails based on browsing history or past purchases.

5. Collect customer feedback and respond promptly to inquiries 

Customer feedback helps you understand what works and what doesn’t. Make this a regular process so you continually identify pain points, improve experiences, and build stronger relationships. Remember, acting on it swiftly is equally important.

You can use a learning content management system to create interactive feedback modules like surveys, quizzes, or ratings for efficiency. Here’s an example from Airbnb asking customers to rate their experience with their customer support.

Remember, responding promptly to inquiries shows customers you value their input. 

So, whether via AI chatbots, social media, or email, ensure every question or concern is addressed quickly and professionally. 

Holger Sindbaek, serial entrepreneur and the founder of the brain training platform Online Solitaire, says, “We noticed a troubling trend—new users were abandoning the platform after just one or two sessions. Initially, the problem wasn’t obvious, so we turned to user feedback for answers. Through surveys and support inquiries, we discovered that many users found the onboarding process confusing and overwhelming, particularly when navigating features designed for advanced gameplay. Acting on this insight, we streamlined the onboarding experience, breaking it into simpler steps and adding guided walkthroughs based on our gathered feedback. The results spoke for themselves: first-week retention rates rose by 40%, and players started engaging more deeply with the platform.”

6. Offer loyalty programs and rewards to encourage repeat purchases

Want to build a loyal audience that’s not reliant on social media? Start loyalty programs.

They keep customers coming back. Rewarding repeat purchases, referrals, or engagement creates a sense of value and appreciation that promotes brand loyalty.

Starbucks’ rewards program is an excellent example of this. Customers earn points for every purchase, which they can redeem for free drinks, snacks, or merchandise. This encourages frequent visits and builds a deeper customer-brand connection.

The best practices for a loyalty program?

• Offer rewards that align with consumer preferences, like discounts or freebies
• Use purchase data to personalize offers and incentives
• Make enrollment easy through apps, websites, or in-store options
• Provide exclusive perks like early access to new products
• Choose an easy flow that encourages engagement

7. Create user-friendly product discovery and navigation

A hiccup-free shopping experience starts with simplifying website navigation. Clear navigation and quick product discovery save time and increase the purchase likelihood.

Take Sephora’s website as an example. It features filters for price, brand, and even specific concerns like “dry skin” that help buyers quickly locate what they’re looking for. 

Add to that features like product recommendations like “similar products” and “you may also like” along with a “recently viewed” section, and you have a customer-focused shopping journey.

Here’s how you can improve product discovery:

• Organize products into clear, logical categories that reflect customer needs
• Include search filters and sorting options for quick browsing
• Use AI tools to offer personalized product recommendations
• Add a ‘frequently bought together’ section to encourage bundling and upsell
• Make your navigation mobile-friendly for on-the-go shoppers

8. Use targeted promotions to address customer needs

Generic promotions may just grab attention, but targeted ones drive action. So, design offers to specific customer segments to address specific needs and increase the likelihood of conversions.

Follow these steps to create impactful promotions:

• Use customer data to identify preferences and buying patterns
• Segment your audience by demographics, location, or purchase history
• Use limited-time promotions to create urgency and drive quick decisions
• Give offers that solve specific problems, like discounts on related products

Look at Spotify’s varied plans. 

For example, the family plan targets people who need multiple accounts, offering a cost-effective solution while addressing their specific requirement for individual playlists under one subscription. 

Similarly, you can offer different pricing tiers and target your campaigns to distinct customer segments to nudge a purchase.

9. Ensure a hassle-free return and refund policy

A transparent and hassle-free return and refund policy can significantly build customer trust and loyalty. When customers know they can shop without fearing being stuck with unwanted products, they’re likelier to complete a purchase. 

Another thing to add is a product support button like Amazon does. It lets consumers buy high-ticket items without hesitation.

Make your policy clear and accessible. List return steps, timelines, and refund methods. Use straightforward language to avoid confusion. You can even offer multiple return options, such as online or in-store.

10. Try influencer partnerships to build trust and reach

Influencer partnerships can connect you to your target audience authentically. So, collaborate with influencers who align with your brand values to use their credibility and loyal following to build trust and expand your reach.

For example, Gymshark has built its fitness empire by partnering with influencers like Annabel Lucinda who genuinely use and advocate for them. 

These collaborations work since they drive awareness and conversions.

Gymshark frequently highlights the influencers on their profile to gain more exposure.

To make the most of influencer partnerships, 

• Focus on authenticity over follower count. 
• Choose influencers whose audience aligns with your target market. 
• Allow them creative freedom so they can do their job well.

Conclusion

Creating a customer-first strategy isn’t just about meeting expectations; it’s about exceeding them. 

So, understand your audience, personalize experiences, and address their needs at every touchpoint to build trust and loyalty that drives long-term growth. Regardless of how you go about it, put your customer at the forefront of your business decisions.