Top 9 Customer Marketing Trends to Look Forward to in 2021

customer marketing trends
  • By Sakshi Arora,
    Published on: Dec 09, 2020
  • Updated on: Oct 19, 2023
  • Digital Marketing

In the changing realm of customer marketing it's crucial to keep up with the trends. Staying informed about these trends can truly make a difference when it comes to developing strategies and tactics, for engaging, attracting and retaining customers.

Understanding the significance of customer marketing trends enables businesses to adapt and stay one step ahead of their competitors. By being proactive in recognizing emerging trends you have the opportunity to position your brand as an industry leader and establish connections with your target audience.

Trends directly impact customer marketing strategies and tactics. By incorporating the trends into your approach you can customize your messaging, provide personalized experiences and create content that deeply resonates with your customers. Moreover, staying up to date allows you to leverage technologies, platforms and channels to maximize your reach and influence.

Join us as we delve into today's customer marketing trends and explore strategies and tactics that will propel your business forward. With an awareness of what's happening in the industry you can adapt, innovate and excel within the landscape of customer marketing.

2020 has left a mark on the world and we will continue to see the effects of the same for some time. But that should not stop progress and we must continue to focus our efforts on customer marketing—on reaching out to customers, that is.  

A paradigm shift from ‘normal working conditions’ to ‘work from home’ led to a rapid rise in digital adoption. Consequently, 2021 is going to be a make-or-break year for brands across industries.   

Consumers are already optimistic about 2021 as they have seen many brands respond productively to the ongoing situation, and they have shown increased brand loyalty too.

We can be certain that 2021 is going to be a year that changes the landscape of marketing and paves the way for new trends in customer marketing. So, what can the marketers rely on to take their brands ahead in 2021? 

Join us as we explore the most impactful customer marketing trends of today and delve into strategies and tactics that will help you drive your business forward. With a finger on the pulse, you can adapt, innovate, and excel in the dynamic landscape of customer marketing.

Here are 9 of the top customer marketing trends that are likely to break out in 2021 and will focus on authenticity and the holistic satisfaction of customers’ needs.

1. Agile Marketing 

Life is unpredictable and 2020 was a perfect example of it. Therefore, as marketers, we need to be able to adapt to any kind of situation instantly. In 2021, we are going to see a rise in agile marketing as CMOs and their teams create versatile plans and secure their positions as market leaders.

In marketing, agility is all about constant optimization and adaptation based on the constantly changing consumer needs. It also includes regular innovation to scale up business operations as and when needed.

2. Finding Purpose

Just like us, customers are people and every person has their own set of values. But does your brand know its purpose of existence? If not, it is time to find out that 2021 will be ruled by companies that are driven by a purpose and will have the answer to ‘why they are doing the business’. 

Even customers feel more comfortable  aligning with brands that have shared values and act with a purpose. Needless to say, it also positions your brand for success. 


With a purpose, you can respond quickly in uncertain times and convert tough decisions into easy choices. It simplifies brand’s investments, and makes it easy to engage customers and eventually meet the expectations of stakeholders.

3. Building Trust

Uncertainty has surely creeped into our lives in 2020 and we need to make sure that we get rid of it in 2021. So, a lot of customer marketing efforts are going to focus on winning and maintaining customers' trust. 

As marketers, you will have to emphasize your messaging in a customer-centric way and make sure it reflects their needs. Customers should be able to trust your brand and you need to work on it in an authentic way. 

Delivering what is promised every time and maintaining a transparent approach will definitely pay dividends with higher customer lifetime value (CLV). 

4. Leveraging Nostalgia

Those were the good old days! Capitalizing on nostalgia is going to be a major trend come 2021. Nostalgia marketing is going to propel as people are likely to feel an emotional connection with the brand if they remind them of the times when they were free. 

Source: The Shelf

It is one of the most appealing and authentic marketing techniques that will encourage customers to spend money on a brand’s products or services if they feel an emotional connection with it.

5. Shopping with Smartphones

Smartphone users continue to grow with each passing year and with 50% of the world’s population online, we can be sure that customers are going to shop more from their mobile devices. 

As many as 59% of smartphone users prefer businesses that have a mobile site or an app as it makes the buying process easier and quicker.

Combine the ease of ordering on phones with the increasing number of devices, and this trend is going to grow substantially in 2021. Even the industry experts believe that a company that allows customers to buy products through a mobile-responsive website or an app generates a better ROI from their marketing efforts. 

6. Engaging and Incentivizing Customers 

We are all aware of customer engagement through email marketing, social media platforms, and other routine marketing campaigns. But in 2021, you will have to step up your customer engagement game in order to beat the competition. 

Source: Helpjuice

Customer engagement will happen at a more intimate and deeper level. While you must continue to focus your efforts on getting online reviews, making recommendations to customers and initiating conversations on social media, chances are that you might need to incentivize them to drive more sales.

According to a study by McKinsey, 70% of buying experiences depend on how brands treat their customers.

It costs 5X more to acquire a new customer anyway, so why not optimize your marketing spend and get more sales through brand advocacy? Keep an eye out for this trend as the early adopters of this model are likely to succeed. 

7. Direct to Consumer (DTC) Selling

In the past, companies relied heavily on retail or wholesale distribution for packaged goods. But there has been a serious paradigm shift in this sector; thanks to the evolution of online shopping. 

In order to manage costs further, companies are likely to turn to a DTC selling model. In 2021, convenience will take precedence over tradition and bypassing wholesalers and retailers will be a major part of it.

8. Disrupted Talent Management

The year 2020 showed how to get things done with thin budgets in a challenging market. In 2021, marketing teams will go through a major disruption and new talent management models will surface. 

These models will differentiate themselves by being more flexible toward the rapidly evolving digital ecosystem. One of the changes we can expect is development of new core teams based on competitive advantages. 

Additionally, AI will also play an important part in automating more mundane tasks and free the marketers to find innovative ways of marketing creative ideas.

9. Augmented Reality (AR)

What’s the hottest thing that allows customers to interact with the brand remotely? It’s Augmented Reality. Many major brands are already working in this direction and are finding new ways to offer a fully immersive shopping experience to customers from the comfort of their homes. 

New-age capabilities of today’s application make AR implementation easier. With the right innovation and execution, there is no limit to what a brand can achieve with AR in 2021. 

Source: TechCrunch

There is no end to imagination and as marketers, we must always be prepared for any change in the world. 2021 is going to be more about what consumers expect from brands and what organizations will do in order to meet their needs. 

The customer marketing trends discussed above are going to affect the maturity of any organization in a major way. Agility, talent management, customer service, customer engagement, and technology integration are going to frame the path of digital transformation in the upcoming year. 

Know of any customer marketing trends that you think will dominate in 2021? Share your thoughts in the comments below and share this blog post with your connections to get the conversation going.

In summary 

The insights provided by these topics shed light on the changing world of customer marketing. From personalization and omnichannel marketing, to AI and social media businesses must. Embrace these trends in order to remain competitive.

Marketers need to stay constantly updated on the customer marketing trends. By doing so, businesses can make use of strategies and tools to effectively reach and engage their target audience.

Looking ahead, the future direction of customer marketing trends looks promising. With advances in technology and the evolving behavior of consumers marketers will continue exploring approaches to connect with their customers.

To conclude, customer marketing trends play a role in shaping business success. By understanding and implementing these trends marketers can create campaigns with strong customer relationships and drive business growth in today's dynamic digital landscape.

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