Guide To Customer First Marketing: Ideas, Examples & How-to


Sara Miteva
May 20, 2023
9 min read
Customer First Marketing

In 2023, e-commerce sales are anticipated to increase by 10.4%. At the same time, there are between 12 and 24 million ecommerce sites, and new ones are being launched every single day.

This makes competition in the ecommerce space very harsh, although the potential is endless. Setting yourself apart from competition requires big commitment to understanding the customer and creating an entire marketing strategy around them. 

Customer-first marketing is a significant change in mindset and approach that acknowledges the value of grasping, foreseeing, and satisfying consumers' constantly changing requirements. It embraces the idea that contented, happy customers are the lifeblood of every successful organization and extends beyond transactional encounters.

In this thorough guide, we dig into the area of customer-first marketing and its significant influence on the success of ecommerce stores. We'll go through the essential components of customer-first marketing, show you effective tactics and offer helpful advice on how to adopt and use this game-changing concept to your own e-commerce store. 

Keep reading to find out more. 

What is Customer-First Marketing?

Customer-first marketing is a concept that puts the wants, requirements, and experiences of customers in the center of the marketing strategy. 

Implementing this approach means that instead of your products or services, you put the customers in the center of your marketing efforts.

If you choose to pursue customer-first marketing, you need to thoroughly understand your customers through market research, gain your input and thoughts, and then use this knowledge to create tailored marketing campaigns that appeal to your target customers. 

A key component of customer-first marketing is ensuring a satisfying customer experience at each stage of the customer journey. This entails expediting the checkout process, offering excellent customer service across a variety of channels, and utilizing social proof and customer reviews to establish credibility. 

It also includes optimizing website design for mobile responsiveness and simplicity of navigation.

customer -first marketing

Building a devoted client base that purchases from the company again and again and promotes the brand should be the result of customer-first marketing. Your ecommerce store  can stand out from competitors, build up an excellent reputation, and get more revenue. 

The Elements of Customer-First Marketing

Customer-first marketing emphasizes the following key elements:


Customer centricity refers to prioritizing the interests, happiness, and long-term value of the customer in customer-first marketing. With data analysis, research, and consumer feedback, you should grasp of customer habits, motives, and pain areas.

The creation of new products, consumer interactions, and marketing tactics are all then informed by the knowledge you gather. 


Websites, emails, advertising, and customer support are just a few of the channels and touchpoints where you can apply personalization in customer-first marketing.

It includes a deeper awareness of consumers' habits, purchase histories, demographics, and preferences in addition to just addressing them by their name.

Here are some personalization ideas for your ecommerce store: 

  • Personalized product recommendations
  • Sending targeted messages (both on website and email) based on the point of the customer journey
  • Adding displays and other dynamic website content that appeal the customer
  • Delivering a consistent experience across all channels 

Customer Experience

Customer experience describes how a customer feels about a brand overall and how they engage with it from first learning about it to receiving help after making a purchase. Every touchpoint and interaction a customer has with a company, whether online and offline, is included in the customer experience.

A great customer experience is crucial when it comes to customer-first marketing. It entails anticipating and surpassing the expectations of the consumer as well as attending to their requirements and aspirations. Brands want to increase consumer trust, engagement, and advocacy by putting the customer experience first.

To deliver a great customer experience, you need to map out the customer journey and understand all the touchpoints, interactions, and requirements, and streamline them and make them consistent.

Customer-first marketing recognizes that satisfied and loyal customers are more likely to become brand advocates, refer others to the brand, and contribute to the overall success and growth of a business.

By prioritizing the customer and delivering exceptional experiences, brands can build trust, strengthen relationships, and differentiate themselves in a competitive marketplace.

Best Customer-First Marketing Strategies

Let’s look at some of the best customer-first marketing strategies you can implement in your ecommerce store: 

Conducting market research to understand your customers

With the use of market research, businesses may better understand the preferences, habits, and demands of their customers and adjust their marketing strategies and product offers.

Brands may get a deeper knowledge of their target audience and provide the groundwork for customer-centered decision-making by devoting time and money to data collection and extensive market research.

Market research enables e-commerce businesses to learn important demographic data about their target market and develop more specialized marketing strategies, including age, gender, geography, and income. 

Insights into client preferences, purchasing patterns, and pain areas are also provided through market research tools including surveys, focus groups, and data analysis.

With the help of this crucial data, businesses can create goods and services that satisfy client demands, provide individualized experiences, and fill any possible holes in the market.

Creating customer personas for targeted marketing

Ecommerce companies can create more successful and focused marketing efforts by creating thorough customer personas that provide significant insights into the preferences, difficulties, and goals of their target market.

Consumer personas provide ecommerce firms with a foundation for creating individualized messages and experiences that appeal to their target market. Brands may more fully comprehend the particular requirements, motives, and problems of each client segment by creating personas that reflect each one. 

Because of this, they are more capable of providing promotions, product recommendations, and content that are specifically suited to the likes and tastes of each persona. Stores can develop deeper relationships, boost engagement, and encourage conversions by communicating directly to the needs and aspirations of their target customers.

Optimizing the customer journey and touchpoints

Ecommerce stores strategically optimize touchpoints to improve the entire customer experience by studying the customer journey and finding possible pain spots or areas for improvement. This entails simplifying workflows, removing obstacles, and offering essential and beneficial information at each level. 

The ease with which consumers may go through their journey is ensured by optimizing touchpoints, whether it is through better website navigation, a more straightforward checkout procedure, or offering customized recommendations. This increases customer happiness and loyalty.

Utilizing metrics and KPIs to track success

Brands may obtain important insights into the effectiveness of their marketing initiatives, consumer satisfaction levels, and overall business success by monitoring and evaluating pertinent indicators.

Customer acquisition cost (CAC), customer lifetime value (CLV), customer satisfaction scores (CSAT), and conversion rates, are just some examples of metrics and KPIs connected to customer-facing initiatives.

These metrics offer measurable information on consumer involvement, loyalty, and general satisfaction, assisting companies in evaluating the performance of their customer-focused programs.

How to implement Customer-First Marketing as an Ecommerce Owner

Here are some specific ideas to implement customer-first marketing as an ecommerce owner:

Understand Your Target Customers

It is essential to collect and evaluate client data if you want to fully comprehend your e-commerce customers. You can gain important insights that guide your marketing tactics by gathering data about your customers' tastes, activities, and demands that are exclusive to your e-commerce firm. 

Furthermore, developing detailed personas based on demographics, spending habits, and preferences enables you to successfully segment your audience and adjust your services to suit their particular requirements. 

With the help of this customer-centered strategy, you can tailor your marketing initiatives and give your clients a more focused and interesting experience, which will eventually increase their happiness and loyalty.

Personalize Everything That Can Be Personalized

Using the knowledge you already have about your customers will enable you to deliver personalized product suggestions, specialized offers, and marketing messages that speak to their different tastes.

This degree of personalization fosters a better relationship and raises the possibility of conversion by demonstrating that you comprehend and love your consumers.

Consider adding dynamic website content that changes based on user behavior and choices. This might involve exhibiting suggested products, creating customized landing pages, and providing pertinent material tailored to their individual interests. 

Moreover, engaging clients on a personal level with tailored email marketing campaigns is more successful than sending out generic emails ot everyone. Create individualized emails that include the recipient's name, provide promotions that are appropriate for them, and deliver pertinent information based on their browsing or purchasing patterns. 

Every potential touchpoint may be personalized to provide your consumers a more meaningful and satisfying experience. This increases engagement and customer happiness.

Streamline the Customer Journey

To streamline the customer journey, make the website's navigation easy, the product search clear, and the checkout procedure simple. Create a  trouble-free experience for shoppers by guaranteeing a well-designed website and a smooth path from product discovery to checkout, enhancing their happiness and conversion chances.

Show your dedication to providing outstanding service, encouraging client loyalty, and promoting business success by streamlining the customer experience.

Provide Exceptional Customer Support

A key component of customer-first marketing is offering first-rate customer service. In order to do this, it's crucial to provide clients with a variety of support options, such as live chat, email, and phone. 

Moreover, educating customer service representatives in product and service expertise and empathic communication techniques equips them to offer knowledgable and help. 

Ecommerce companies may nurture client contentment, establish trust, and improve the entire customer experience by quickly and effectively resolving customer complaints.

Excellent customer service displays a dedication to the satisfaction of the client, which may boost customer loyalty and generate favorable word-of-mouth referrals.

Nurture Customer Loyalty and Advocacy

Encourage customers to support your company by developing a customer loyalty program that rewards repeat purchases, referrals, and interactions.

You create a community of devoted consumers who can promote your products or services when you encourage customers to submit reviews, offer testimonials, and interact with your business on social media sites. 

To improve your ecommerce business's customer-first strategy, it's critical to regularly monitor consumer feedback, evaluate data, and make data-driven choices. You can constantly enhance your services, fix trouble areas, and improve the client experience by actively listening to customers and implementing their feedback. 

Fostering long-term connections, encouraging positive word-of-mouth, and fostering client loyalty and advocacy all help your ecommerce company grow and succeed.

The Importance of Customer-First Marketing for Ecommerce Brands

Customer-first marketing is critical for e-commerce owners because it focuses on putting the needs and interests of customers at the forefront of the business strategy. In today's competitive market, customers have more options than ever before, and their loyalty can be fickle. 

By prioritizing customer needs and expectations and designing a shopping experience around them, businesses can improve customer satisfaction, increase brand loyalty, and boost sales. 

Adopting a customer-centric approach can also help businesses differentiate themselves from competitors, build trust and credibility among customers, and reduce customer churn rates. Ultimately, putting the customer first is key to building a thriving e-commerce business that stands out in a crowded market.

Start now For Free

Convert hesitant shoppers and increase revenue with gamified discount coupon popups

Shopify Bag
Find it on the
Shopify App Store
Copied to Clipboard!
Back to top