Otto Hektor says marketing teams must reach consumers across every channel, on all the devices they use, and wherever they are. Furthermore, marketers must make sure the messaging on every channel reflects the true core of the brand, and that each execution adheres to brand guidelines: in look, feel, and tone. The key according to Hektor, is delivering a relevant experience on each channel, and in each moment. Being truly relevant in omnichannel means, giving consumers the ability to choose whatever channels they want to interact with – through the places and devices they use – and delivering a convenient experience, that resonates with whatever is happening at that moment. Providing a seamless omnichannel experience, that is not predictable/boring to the consumer, means becoming comfortable with bringing different executions of the same idea to different touch points. Hektor suggests that companies:
• Reveal their personality: brands with true personality enrich consumers’ lives through experiences that are fresh, engaging, and in the moment.
• Make a scene: encourage consumers to download apps and use other devices to enhance interactions, giving customers a reason to explore the brand’s product/service offerings.
• Curate and connect: notice trends taking place in the industry, an example is: consumers are increasingly communicating through pictures, not words, utilizing likes and offerings such as “Like2buy”
• Deliver surprise: because the goal isn’t to deliver static, predictable experiences, the goal is to tap into the variety surprise, and wonder of everyday life.
Read the full article at imediaconnection.com.
When customers expect immediate responses, high level services, and 60% of brands are finding it difficult to please their customers, there is a need for a company like Satisfi to offer real time customer service solutions. Our platform, assists companies in creating a smooth, unified customer experience; across multiple communication channels. Check out the slideshow by Dennis McCafferty to see how customer expectations are pressuring companies, and why there is a need for the platforms Satisfi offers.
See full slideshow at baselinemag.com.
Everyday it is becoming increasingly more critical for brands to meet consumer expectations, across multiple touch points, and serve their ever changing needs: preferences, and in-store behaviors. In this post Devika Girish talks about how personalization has evolved from a nice-to-have retail strategy, to a must-do mandate; that may be more effective at attracting customers than price-cutting. Consumers today, are actively seeking out brands that not only are authentic and act on their promises, but also offer genuine value adding services. According to a recent Adobe survey, 71% of consumers reported that they like receiving personalized offers, but 20% said these offers are not well done, and another 20% felt that today’s personalization strategies are becoming too intrusive. Girish goes on to list the most common consumer touch points (including physical and digital elements, as well as points involving both technology and people) to help get a better picture of personalization from an in-store perspective; her list includes:
1. Mobile Apps: Engage customers with interactive content: personalized product recommendations, and push notifications based on in-store location and behavior.
2. Sales Associates
3. In-Store Marketing: By having an in-store intelligence platform in place (beacons), retailers can turn rich customer data into actionable information; by identifying in-store patterns that can help promote sales
4. Customer Loyalty Program: Intertwine technological tools with engaging loyalty programs that meet the everyday needs/preferences of consumers.
5. Targeted Marketing Campaigns: Personalization based on information that retailers gather from various channels and in-store, such as: visit frequencies, dwell times, past purchases, and so on.
Read the full article at linkedin.com.
Today’s consumers are hyper-connected, want to conduct business on their terms, and interact with companies across many different channels. In order to meet these expectations it is critical for brands to understand all consumer preferences, and in-store behaviors. In this post Devika Girish describes how ecommerce has shown us that communication with customers must be timely, relevant, and personalized; in order to enhance customer loyalty and engagement. According to a recent survey by Accenture, nearly 60% of U.S consumers agreed that they want a more personalized shopping experience, with real-time promotions/offers. Check out the rest of the post to see how to implement a successful in-store personalization strategy and boost sales.
Read the full article at blog.beaconstac.com.
According to Dimension Data, 74% of businesses are eager to differentiate themselves based on customer experience. In order to accomplish this companies must consider what kind of experiences their consumers desire. In this article Elias Parker talks about how, whether we admit it or not, today’s customer experience is all about omnichannel. Although omnichannel is a relatively straightforward concept, implementing it is decidedly less so, because an omnichannel experience is not just about having multiple channels. It’s about making sure those channels all work together. Parker says that customer service managers must ensure that service channels are connected, integrated, and consistent. Unfortunately, 80% of companies haven’t integrated their communication across channels, which means there is a massive disconnect between supply and demand for ominichannel experiences. Check out the rest of the article for the 5 questions, Parker says you must ask yourselves to ensure you are getting the most out of your customer service channels.
Read the full article at business2community.com.
The meteoric rise of connected devices will transform every area of customers’ lives- so, how can we use their data to give them a better experience?
According to Cisco, in the last year alone, some 4 billion mobile devices have come online; Intel predicts that number can reach as high as 200 billion in less than five years. In this post Chloe Green talks about ways IoT will change customer interaction. A key value in advancing technology is, the offering of more enriching experiences and more personalized engagements. Green goes on to describe, how IoT strategies must have an understanding of what is, and what isn’t important: in terms of gaining information from the consumer. The digital world is converging with the physical world, and this emerging practice, known as the Internet of Things (IoT), represents the next era of customer analytics. Companies must utilize IoT as a platform for connecting people, objects, and environments to serve, inform, and enable: visibility, engagement, and innovation.
Read the full article at inormation-age.com.
In this article Kim George shares 21 stats about social media marketing, that business can’t afford to ignore. Social media is important for businesses regardless of size, for many reasons. It offers a free way for companies to market their business and reach billions of consumers. It also offers easy ways to connect with potential customers, across multiple communication channels. Check out the rest of the article to see the impressive stats George shares, all of which should be seriously considered.
Read the full article at business2community.com.
Customer expectations are becoming more and more demanding as technology advances. Furthermore, the way customers interact with brands is evolving at rapid rates. Consumers today desire less and less human intervention when it comes to communication and transactions. In this post Suzie Blaszkiewicz describes how technology is impacting CRM, and offers a glimpse into the future. As technology advances, CRM will become more and more individualized/customer focused. As we go into the future, Extreme Tech says the term ‘big data’ will no longer be sufficient to cover the vast amount of information that is being collected. ‘Huge’ data will be incorporated into CRM, and will use previous interactions with customers to predict what they need, when they need it, and how best to get it to them. Check out the rest of the article to see what the future looks like, and where Blaszkiewicz sees CRM going.
Read the full article at thenextweb.com.
In the past, managing customer experience entailed knowledgeable employees that had the right attitude and engaged the customer in a positive way. In this post Carly Kaplan explains how marketing teams today, take old customer experience strategies and extend those philosophies across multiple communication and transaction channels. Companies need to have online and mobile presences for the business to grow in today’s global economy. Kaplan goes on to say that companies should strive to have consistent customer service and customer support strategies not only in their stores, but also when customers go onto their websites, or use their mobile apps. Check out the rest of the article to see how Kaplan suggest companies should bridge the gap and create smooth, unified, omnichannel customer experience.
Read the full article at business2community.com.
Mobile technology is evolving at an incredible rate. In fact at some point in 2015 it’s predicted mobile devices will outnumber people on the planet; meaning there will be some 7.22 billion mobile devices. In this post Roland Banks interviews, ZTE’s Senior Director of Mobile Devices, Waiman Lam to discuss where the mobile technology industry is going. Lam points out how the advancement of ‘smart’ technology is showing no sign of slowing. ‘Smart’ technology is designed to seamlessly simplify and improve the daily life of the consumer. Consumers are the commanders, who are constantly pushing the industry to innovate and create new products/technologies. Lam goes on to describe an environment where consumers’ device expectations are spiraling on a daily basis. Consequently, the way they interact with technology is changing significantly as well. Consumers expect technology to adapt to them: their behaviors, their lifestyles, and the way they want to experience and communicate.
Read the full article at mobileindustryreveiew.com.