How customer centric is your communication?

Heather Andrew CEO NeuroInsight UK & Jonathan Turner Chairman, OxfordSM

OxfordSM consults for a wide variety of clients across services, healthcare and consumer goods, as well as for government and not for profit. Over the last 20 years, we have worked with clients to work out what characteristics great communications have today.

As a result we have boiled down these characteristics down to 3 critical questions:

Personalised

Consumers expect communication to be personalised to them: to be relevant to their needs and reflect their preferences. Of course, they also expect brands to reflect the information that they have given their brand. But why? What evidence does NeuroInsight have to support this belief?

Seamless

It makes good sense for brand communications to be consistent over time, and importantly across the customer journey. We also believe it’s important for brands to be able to flex their communication depending on the context; in particular whether the situation demands more informative, rational comms or more engaging and inspirational comms. But why? What evidence does NeuroInsight have to support this brief?

Engaging

In today’s world, it takes creative bravery to get cut through required to engage consumer’s attention. We also suspect that if brands can develop two way, interactive conversation then engagement will be higher. But why? What evidence does NeuroInsight have to support this belief?

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80 Global Brand Marketers representing $10bn advertising spend reveal the challenges they face to align marketing communication.