Close this search box.
Subtotal: $0.00

No products in the cart.

Subtotal: $0.00

No products in the cart.

Understanding Customer First Marketing

We know you’re passionate about your customers and put a lot of time, effort and potentially marketing budget into making sure they know that you can meet their needs. 

That’s a great step to having a successful business that achieves steady, sustainable growth.

It’s also only one step, and sometimes it’s just a stepping stone. Rapid growth and advancements in technology and the continuing evolution of consumer behaviour and confidence means that the way we used to communicate with and market to our target audience has shifted.

Customer first marketing is not just part of your business values or charter, it’s a whole different way to connect with and build relationships with the people who buy from you. 

Customer First Marketing is Highly Personalised, But Private

There is an increasing trend in customers shunning any kinds of marketing that feels intrusive. You know the kind we mean. Where it literally feels like you’re being watched. You are driving to lunch with friends and chatting in the car about going from blonde to brunette and then, before you’ve googled a thing, your news feed is full of ads for changing hair colour, caring for dark hair and more.

You know what we mean and you know it doesn’t feel good, right?

Customer first marketing openly uses the information people give you to create a better experience for them.

Think things like abandoned cart and abandoned browse emails. There’s no shame in saying to customers “hey, we noticed you looking at this, here’s a little something just for you” and offering additional information, a discount, free shipping or some other sweetener to get them over the line.  

See the difference in the way the data is being used? 

How To Transition to Customer First Marketing 

We weren’t joking when we said that customer first marketing is about connection with your customers. It’s a strategy though, not a campaign, so it’s not as simple as adding a few automations and calling it done. 

There’s a few key stages of implementing customer first marketing. 

     1. Work Out What You’re Trying To Do

Every strategy needs some goals and objectives. Spend time establishing what you’re trying to do. You can’t accurately measure success and effectiveness of your activities if you aren’t clear on what you were trying to achieve in the first place. “Increase sales” isn’t a good goal, “increase sales from email marketing to 50%” is better (assuming you know how many of your sales currently come from your email campaigns).

     2. Work Out What You’re Working With

Use your own data to establish a baseline of where you are now so you can use realistic figures to set your targets for where you want to be. If you’re missing some key information that would help inform future decision making, this is a great time to make sure that you have optimised the right tools to be able to access those details later

      3. Ask Your Customers What They Want

Be creative, innovative and interactive here. You don’t want to just send out something saying “hi we want to make more money, what would you buy?” but you could do something like put a poll on your most engaging social media profile that asks people to choose something that helps you target your next campaign or release, or tell you more about themselves. Remember customer first works off creating a platform where people want to share with you so focus on nurturing relationships, not speaking at them with sales pitches. Even just giving people the choice to opt in or out of certain campaigns and sends can help you create a better, more personalised, customer led experience.

      4. Use The Feedback To Reach Your Goals

“You asked for it so we delivered” is a great kind of campaign you could use if you made a product line your audience “helped” create. This kind of marketing helps customers feel like they’re part of a community, not that they’re constantly being asked to whip out the credit card. You don’t have to do this for every single campaign or promotion, but incorporating it into your overall customer first marketing plan can really pay off. It works in other ways too. If you got great engagement on a poll asking people to tell you their star sign, incorporating zodiacs into your content or email campaigns can help you connect with your customers in a deeper, but authentic way

     5. Segment Your Database

The power of segmentation on your campaign effectiveness cannot be overstated. The days of sending out one blast to every contact are over. Segmentation allows you to group your customers to tailor your messaging. If you are creating personalised, customised experiences you need to be able to drill down your audience so that the right messages are going to the right people at the right time. An example of this is all the ways a car dealership might communicate with people. Those who test drove aren’t at the same stage of the customer lifecycle as those who have purchased, people won’t be on the same servicing schedule, the messages that go to the people who bought the city getabout hatchback might be different to those who bought a commercial grade van. If you can’t tell which group those people belong to, your messages can be very impersonal and irrelevant, neither of which help your bottom line.

     6. Optimise Your Systems And Automate Your Marketing

The best thing about customer first marketing is that while it creates a highly personalised experience, it can actually be done automatically. Set up isn’t usually an arduous process either, most of the contemporary CRM and customer communication platforms like Klaviyo and ActiveCampaign integrate with Shopify and other website hosts to seamlessly update customer records, segmentation and campaigns once you’ve let the systems know what you want them to do.

     7. Review, Report, Reflect and Repeat

Once you have your automations set up and you’ve started working with your database on your customer first marketing and communications initiatives, the next thing on the to do list is to make sure that you’re getting the results you want. Automations both are and aren’t a ‘set and forget’ kind of scenario – you want to make sure you’re reviewing your performance so that you can continue to create campaigns that evolve with your goals and your customer’s behaviour.

Let’s Talk Strategy  

If you’re serious about starting your customer first marketing, we’re serious about helping you with your strategy. You can book Free 30 minutes Strategy Session with a member of the Greenfish Marketing team to help point you in the right direction and get you seeing results sooner. Reserve your time here.

Related Posts

Have You Got The Right Automations To Make More Money This Black Friday Period?

With Black Friday just around the corner, it’s time to

Is SMS Part of Your Black Friday Strategy?

Hey, e-commerce warriors! It’s that time of year again –

Is Your Email Marketing Ready for the Black Friday Frenzy?

Hey there, ready to dive headfirst into the Black Friday

Privacy Policy

Confidentiality of Information

All personal information is treated as strictly confidential to Greenfish Marketing. It will never be sold or bartered or otherwise transferred to a 3rd party, without your express permission.

This section details what information Greenfish Marketing collects, why it is collected and how that information may be used.


Collection of Information

In order to utilise some aspects of this website, Greenfish Marketing may require you to provide a certain amount of information. This includes information required to create an ID (such as your name and email address) and preference information (likes/dislikes). We use this information to provide you with a service or a better online experience.

In order to better understand how our customers use this site, we collect and analyse some aggregate information about our site users. This includes such things as what time of day they visit the site, what browser they use and what pages they visit.

Greenfish Marketing logs all activity and maintains audit trails of usage of this site. We use this information in the detection and prevention of fraud and other malicious activities.

Greenfish Marketing will not send a “spam” or unsolicited email or SMS, nor will Greenfish Marketing provide your details to a third party, unless you have given us permission.


Accessing your personal information

If you want to access any personal information we have about you, email us at When making a request, you should specify the type/s of information you want to access. If your request for access is refused, we will give you a written reason for this. We will try and process your request as quickly as possible but may charge you a fee for doing so.


Changing your personal information

If the personal information we hold about you is wrong or needs to be changed, please email us at and we will take reasonable steps to ensure your personal information is corrected.


Email and SMS

When you register your interest, download a free report or complete an online query in any way on this website we will retain this information in order to respond to your query and communicate with you. You can update this information at anytime or opt out of receiving any further marketing communications. If you become a customer of Greenfish Marketing we will need to continue to contact you for development, progress or performance related matters.

If you access the Greenfish Marketing Pty Ltd web site you agree to be bound by the conditions contained in this legal message and further agree that the Courts of Australia shall have exclusive jurisdiction in respect of any dispute arising from this legal message.


Web Browser Cookies

Our website may use “cookies” to enhance user experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the site may not function properly.


Earnings Disclaimer

Results may vary from individual to individual in calculating profits, and depend on the industry, capacity, advertising budget and other factors. The sales figures stated above are our own personal sales figures. Please understand our results are not typical, we’re not implying you’ll duplicate them (or do anything for that matter). The average person who follows any ‘how to’ information gets little to no results. We’re using these references for example purposes only. Your results may vary and depend on many factors including but not limited to your background, experience, and work ethic – we make no guarantees whatsoever. All business entails risk as well as massive and consistent effort and action. If you’re not willing to accept that, then we’re not a great fit for you.

When Greenfish Marketing informs you about or makes reference to business opportunities or money-making opportunities, you understand and agree we have made no promise, representation, implication, warranty, suggestion, projection or guarantee whatsoever that you will make a certain amount of money, or any money, or not lose money, as a result of pursuing such opportunities or using our products and services, and that we do not authorize any such promise, representation, implication, warranty, suggestion, projection or guarantee by others.



Greenfish Marketing Pty Ltd assumes no responsibility for the contents of any other web sites to which the Greenfish Marketing Pty Ltd web site has links.

To the extent permitted by law Greenfish Marketing Pty Ltd shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in this web site. The material contained in this web site is a guide only.



The copyright in the material contained in the Greenfish Marketing Pty Ltd web site belongs to Greenfish Marketing Pty Ltd. Except solely for your own personal and non-commercial use no part of this web site may be copied, performed in public, broadcast or adapted without the prior written permission of Greenfish Marketing Pty Ltd.



To complain about a breach of the Australian Privacy Principles, you can contact us by emailing or write to us at 132 Cremorne Street, Cremorne, Victoria 3121. We will review your complaint and respond to you promptly in writing.


Contacting Us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Greenfish Marketing Pty Ltd
132 Cremorne Street, Cremorne VIC 3121
03 9973 1788
0426 272 644


The Ultimate Email Sending Checklist

  • This field is for validation purposes and should be left unchanged.