Wake The Town
Gear Seven/Arc Studios/Shift
Contemplative Reptile
  • International Edition
  • USA Edition
  • UK Edition
  • Australian Edition
  • Canadian Edition
  • Irish Edition
  • German Edition
  • French Edition
  • Singapore Edition
  • Spanish edition
  • Polish edition
  • Indian Edition
  • Middle East edition
  • South African Edition

May 26th - The Morning After the Years Before


INFLUENCER: MRM Meteorite's James Thorley on the changing dynamics of customer relationships post-GDPR

May 26th - The Morning After the Years Before

The end of the world as you know it?

The alarm goes off, same time as always. With one eye open, you peek through fingers from under the duvet. Is it safe to come out yet?

For months, it’s been the same old story. GDPR this. GDPR that. It’s all anyone talked about. 

You know it’s scarily important, business-threatening, industry-defining, and yet – whisper it - you’re bored of hearing about it. It’s Brexit for tick boxes. And then finally, after all the hysteria, all the scaremongering, it’s finally here. So… now what?

Good news is your world hasn’t ended. Why? Because you didn’t panic. You didn’t bury your head in the sand and hope it would all go away. 

Instead, you spent time understanding what the new rules meant for your business and what changes you needed to make. 

You kicked any bad habits to the curb. You talked to your customers. You got your staff on board. You brought as many people as possible on the journey with you, convincing them to see it for what it really is – an opportunity to hit reset and create something better together.

And now it’s time to explore this brave new world. 

Go for it. They’re all ears.

At first, it’s bound to feel a bit weird. Expectations are different, and now they’re in charge of the conversation. But that’s what makes it so exciting. 

Remember, you’re not starting from scratch. Your customers know what you know about them. And they’re cool with it. They’re giving you their data because they trust you – so there’s no need to be cautious or tiptoe around on eggshells. Clearly, they like you. 

It’s up to you to repay their trust. To reassure them, and help them make the most of their experiences with you, big or small.  

We saw this and thought of you

Better creativity comes from clearer boundaries. But data alone has never been enough. It’s the life you breathe into it that makes it memorable. The insights that stir the soul. And the value it adds to people’s lives.

You promised to be more open and transparent with how you use their data, and this is your chance to prove it. 

If you talk, your customers have said they’ll listen. And that’s an incredibly powerful position to be in. They might not hang off your every word, but don’t be afraid to ask questions. The better you know them, the more trust you can build, and the more loyal they will become. 

But to keep this relationship fresh and exciting, you’re going to have to work harder, and be more imaginative than ever before. The old ways simply won’t cut it. Didn’t like that? How about this? Or this? Tell us how we can make your life better.

Together forever?

Relationships aren’t isolated moments. They don’t live in silos. They’re cross-device, cross-time, cross-everything. And you’ll be expected to seamlessly pick up a conversation at any time of day, on any platform, anywhere in the world. A story that never ends.

It’s not just what they do and they tell you, it’s what you can infer from it. AI, Machine Learning, Cognitive POS… tools and technologies that can help you forge deeper, longer-lasting relationships that bring you closer together. 

Before you know it, you’ll be finishing their sentences. Surprising them with your thoughtfulness (not just on birthdays and anniversaries). And knowing what they want before they do. 

Sounds like the beginning of a beautiful relationship.

James Thorley is creative director at MRM Meteorite

view more - Thought Leaders
Sign up to our newsletters and stay up to date with the best work and breaking ad news from around the world.
MRM UK, Fri, 18 May 2018 15:23:36 GMT