How to pick the right Digital Agency for your Enterprise Success?
Auteur n°3 – Benjamin
It’s not easy to find the Right Digital Agency
If you’re new to picking a digital agency for your marketing strategy planning, you might think it cannot be too hard to choose a digital agency right? Well, it’s not really true. There are many things you should take into consideration before settling with an agency.
In this article we shall review several aspects of choosing process. Keep in mind, that just like individuals, agencies that consist of them also have their views, values and work ethics. It’s simply quite impossible to go along with just anyone.
Check the Digital Agency Portfolio
All of us have our own “hand-writing”. An agency is mostly focused on specific talents for specific purposes. Some agencies are more corporate-oriented and work for established enterprises, whereas others have greater experience and qualifications for working with start-up companies.
This is why you should check the portfolios before settling on a certain agency, simply because your business partner told you to do so. As a matter of fact, certain fields of business also need specific approach and you want to recognize talents are capable of creating what you have set your eyes on.
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Take a closer look at the Agency Team
Now, professionalism is a must, but maybe we can sometimes turn from the classic understanding of professionalism and actually recognize the enthusiasts and real-life prodigies at work. There are often teams with big names in them, but sometimes quite unfortunately they tend to be old-fashioned and might fail to take a modern approach.
Sometimes a business wants to create something scandalous and phenomenal or maybe even neo-modern. In this case it’s really important to actually research the agency team and their individual portfolios as well, to know what’s their style and how it can serve your marketing viewpoints.
Similar Core Values
It’s an ultimate must to have similar values with the agency you decide to settle on after a long search. For a very simple example, let’s say after a couple interviews you’ve decided to observe the team’s work environment. Also, their previous projects.
The team might be great with qualification status, but let’s say you have a company that wants to support women’s rights activism, or ecology in general. Yet, you see the team obviously discarding the works of their female co-workers, or you simply see their ruthless attitude towards environmental issues. Even if they get really creative, there’s a big doubt for their campaigns to be actually genuine.
Also, keeping in mind the past works, if their recent portfolio consists of brands which still conduct animal cruelty for product testing-it’s not the best choice to expect this agency to actually understand your enthusiasm for the campaigns you want to launch.
No Superficial Promises!
Generally in marketing we tend to get over excited and promise too much on the background of these positive feelings. Even in daily life-let alone the business. Yet, there is still a fine line between excitement and empty promises.
Now, of course many agencies do a great job at their specialty, but nobody’s perfect and it’s perfectly fine. Now, imagine visiting an agency for an interview or simply holding an online one. Before even presenting the brief you see the agency promising unreal results!
Seems too good to be true right? Exactly. Maybe best news is mostly what we want to hear, but it’s often better to hear what’s actually possible. So, if an agency promises to increase your SEO rankings by 350% in just one month, it’s a red flag actually.
Conclusion
In summary, all we can say is, that choosing the right agency is quite a process, but if you really trust your values and check the portfolios well, there is a huge chance you’ll find the right one after all. Just make sure to remain true to your ideas and your core-values and don’t be tricked by unrealistic promises.
What We Offer
For more similar articles make sure to scroll through our Publications on Edana. And, don’t forget to check our services for Expert-Level assistance from your Swiss Digital Agency. Our expertise includes Forming Brand Strategies and Engineering and many more. Feel free to contact us anytime!
Bad Marketing Mistakes that you need to avoid at all Cost
Auteur n°3 – Benjamin
What is Bad Marketing?
It is actually quite difficult to make a mistake in marketing bad enough to label the whole campaign as a failure, but well, things happen and not just once, but multiple times. Bad marketing can be actually going against the rules of good and excellent marketing. Easy as that, but let’s still review the disaster in details to make sure you avoid it.
Poor Customer Research
Customer research is the fundament of any marketing campaign. If you don’t do it for the target audience, or specific purpose to serve the idea-then why even bother and especially invest? Poorly targeted marketing campaigns will have no impact whatsoever and will only result in a waste of budget and time.
Terrific Marketing Copy
We have dedicated several articles to creating a good marketing copy that sells. The basics of marketing copy include targeted language, inclusivity and a pinch of humor if necessary. Also, big complex texts just never work. Forget about it.
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A marketing copy that has not been consulted with creative team could possibly ruin even the greatest graphic design on earth or make it a meme which harms your reputation. So, you will end up getting PR in wrong context or getting sued in the worst case.
Wrong Medium
Not every product or service you offer can be eligible for all physical or digital mediums out there. Sometimes you simply need to take a different approach. Well, most of the times, but sometimes is a bare minimum which is just a shame to neglect.
Imagine trying to sell a product that you praise for its beauty or aesthetics via phone call! Not so smart is it? Maybe a graphic depiction could be a better option? And just maybe use an E-Mail for this campaign, to actually show the product.
Poor Financial Offers
Sales and free trials or samples are a holy grail for long-term financial plans. There are certain products we only buy on sale sometimes. The point is to not get too greedy. Now, for example-let’s say you have a clothing shop. You announce having seasonal sale on your location and putting summer goods on outlet because it’s winter now.
If you were to enter a shop with the excitement and found it was only 10% off, wouldn’t you be very disappointed? Or especially having this offer on a Black Friday. It’s strategically crushing for your business.
Ads with No Call to Action
Advertisement is mostly effective when it can respond to customer’s needs and drive them to complete a certain action. Especially social media ads which are flexible for this reason specifically. Even older TV ads had a phone number at the bottom to contact the seller, so in digital era it would be very inconvenient to offer something without even a chance of communication.
Too Much Fun
Some ads are funny and we love them, but we are not investing our budget for simply watching a comedy show right? So, your ad might be a little too funny, but if it leaves no desire to actually purchase the advertised product-then it’s no good. We can bet you have at least one like this in your mind and you never really purchased the product.
Wrong Keywords
Now, this one is simply too difficult to mess up. Keywords for all business industries are quite specific. It would take an extremely poor research to use inconvenient keywords. Still, anything is possible.
Let’s review the examples of Instagram hashtags. Say, you have a bakery business and you decided to create video content on Disney themed cake. Imagine using all Disney related hashtags and missing out on the ones which refer to a cake itself!
Possibly as a result the kids could view your video just for fun, but the target audience will be left out. So, make sure you don’t fall off-track when picking keywords for your digital campaigns.
What We Offer
For more similar articles make sure to scroll through our Publications on Edana. And, don’t forget to check our services for Expert-Level assistance from your Swiss Digital Agency. Our expertise includes Forming Brand and Re-Branding Strategies and many more. Feel free to contact us anytime!
Baker with a variety of healthy and delicious freshly baked bread and pastry
Modern Digital Marketing Trends In Food And Beverage Industry
Auteur n°10 – Caroline
F&B Industry Evolved
Maybe if you ask a person from 80’s or 90’s what food means to them, you might get a very simple answer. It’s just food right? Or simply a beverage. Well, no-it’s not just food or beverage. Modern business drives us to conceptualize any product we offer to the target audience and this is exactly what sells. Modern buyer persona will not settle for just a product without core ideas and we better keep up with that rhythm.
F&B Digital Marketing
In these times not having digital marketing is a doomsday for almost any business. Well, unless you have a historically important pizzeria right in front of coliseum in Rome that everyone talks about worldwide. But, how big are the odds of that right? Yet, even a place like that would want to have digital marketing strategies, because modern dialogues have also become digital.
Content For F&B
Well, digital content for the given field can be simple and complicated-it’s all up to you and what your customers show to prefer. One of the most common ways to gain interest is video-content on social media showcasing your recipes for example. We all have a strange habit of watching the food content especially when we are hungry. So, imagine all the people looking for what to eat stumbling upon your delicious an juicy content. Sounds about right, doesn’t it?
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Don’t Forget The TV
Now, even though Television is seemingly becoming less popular, there still are some types of programs the viewers of all ages love to watch. One of them is shows about extreme activities and survival techniques and the other is anything connected to food wars or Gordon Ramsey himself. We just love a good competition of chefs and seeing what they can do wondering if we could do the same.
So, if your business gets a chance to show up in such TV programs, don’t sleep on it. Markets that provide food for such TV programs are more likely to be remembered by the TV viewers and visited later.
F&B Becoming Art
More than ever, aesthetically pleasing food is highly valued now. Huge enterprises even have special tricks to make their product look more fluff and puff in commercials to target our appetite-which almost always happens successfully. So, if you’re shooting a photo or video commercial for your product don’t be shy to use such tricks and make your foodies more photogenic for the sake of appetite.
Beverages And Mixing
Now, here we have to consider if your beverage productions is solely meant for juniors or adults alike. If your beverage is meant for adults-make sure to demonstrate in your digital environment how it can go with alcoholic beverages. We all love a good cocktail and especially the pretty ones.
Well, if your drinks are more likely to be for juniors or middle/high-school kids, just give your drink a concept. Also, promote your product on TikTok because we all know this is a platform for all Gen-Z kids. The point is to make it look cool in the most teenager sense possible. Make sure to run checkups on trendy hashtags you can later use for your product promotion.
Offer Unique Delivery Service
Any product that serves the basic wants of individuals is necessary to be wrapped in a unique manner. To create the feeling of “coolness” for example. Teaming up with popular delivery services is great, but having one of your own as well is just as beneficial.
For a clearer example, let’s say you produce sparkling wine and want to create a digital marketing strategy for its delivery service of your own.
You can choose the right bloggers for your target audience and send them PR boxes. This PR box has to look fancy and unique-it can have a party feel with customized serving glasses and any additional accessories that identify with your brand’s motto.
This will create that “special” feel about the delivery targeted towards its purpose that will help your delivery to stand out for party purposes in this case.
What We Offer
For more similar articles make sure to scroll through our Publications on Edana. And, don’t forget to check our services for Expert-Level assistance from your Swiss Digital Agency. Our expertise includes Marketing Strategy Planning and many more. Feel free to contact us anytime!
PUBLISHED BY
Caroline
Caroline is a branding and communication specialist. She develops brand strategies and visual identities in line with our clients' ambitions. Innovation and performance are her watchwords, transforming your brand into a powerful vector of engagement and growth, her specialty.
How to Turn Your Financial Application into a Super-App?
Auteur n°3 – Benjamin
Financial Apps And Retail Banking
If you can’t remember the last time you visited the bank, then your financial application is doing its job just right. Clearly in the digital era we have no time left to waste in the waiting line, so financial apps enable us to conduct basic financial transactions anywhere and anytime.
Sure, ATM withdrawal card/non-card involved is still the form of retail banking, but in this article we shall be emphasizing the mobile friendly bank to customer communications.
What is the Super App?
A super app, is widely used for multiple services combined on one mobile platform. Now, basic financial apps allow us simple services, but the super app can include services like: ordering a taxi, investing on the same platform, delivery and buying tickets to your desired events. Currently financial apps are on a highway to becoming super-apps, because clearly managing your finances is a part of your daily routine.
Digital Security
When a certain field of digital industries is expanding, fraud is a regular follow-up. In this case regular users seem to be most worried about the security of their digital accounts. Luckily we now have biometric security for our financial apps. This can be the model of face, fingerprint or voice authorization.
At this point-this is the best digital service can offer and set off an alarm if unauthorized individual is trying to access your confidential information. In the future it can develop into feature and mimic level recognition, all we have to do is to expect these security measurements to be widely launched.
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Control Your Funds/Multifunctional Banking
If you really want your customers to experience the super-app features, you must offer the control over savings in certain funds, like IRA for example. Multifunctional banking saves you a lot of time not having to download separate mobile-banking apps and managing all accounts on one sole platform. The user also has to be able to regularly check their credit history.
Digital Finances
The development of block-chain and crypto currencies have once again showcased the importance of owning a financial application in the modern world. Money is slowly changing its basic from. Back in the times even debit and CC cards were frowned upon, but nowadays we would not imagine living without them.
Modern NFT games have widely popularized the crypto currencies, and well, made changes on the market simultaneously. Now for crypto currency management you can download a Binance app, but as a super app-customer ought to be able to trade crypto currencies on your platform as well.
Other Aspects Of Super-App
Not just the financial app has perspective to become a super-app certainly. The most wanted services by wider target audiences are very well likely to take up that rank. Think of what modern customers are mainly looking for. Generally, it’s delivery and Uber services that have greatest popularity among multiple target audiences. The rest is up to your creativity and marketing teams to figure out what other services you can integrate to the traditional ones.
Account Management Made Easy
The big perk of owning a mobile banking application is the ability to control your credits and loans. Let’s be honest, often times we are disappointed with an operator expecting a different amount of money to be paid to close down the credit, but it turns out to be more eventually. To avoid this discomfort-financial apps enable us to constantly check the payment plan and review calculations if paid in advance.
What We Offer
For more similar articles make sure to scroll through our Publications on Edana. And, don’t forget to check our services for Expert-Level assistance from your Swiss Digital Agency. Our expertise includes Mobile Application Designs and many more. Feel free to contact us anytime!
Design Tips for Your Software to Increase the Profits of Your Organization
Auteur n°3 – Benjamin
Software Design Basics
Basically, for functional software design creation you need a specialist who creates a specific of a software archetype focused on accomplishing the assigned goals. Using a combination of primary components and subject of constraint gives you the final product. So, based on your intentions you will let the agent choose the software model best fitted to your current mission.
Make Your Goals Clear
When working on a software design, you better have a well-planned brief for the developer to follow up with. The point is, that if you don’t have a clear goal of what you want to reach through this design, your software will not do anything as a matter of result. The success of your software design is almost like a chain reaction. Have at least one thing in mind that you want to progress.
Customer Behavior Research
This specific research is like beginning of all operations conducted on your software including its design. We are speaking both-User Interface and User Experience design here. In quite short timing you’ll be able to notice certain behavior patterns of your customers regarding purchases and content engagement. If you notice for example, that a certain “check out” button is referred more to that another-try to investigate why and if making that button universal will actually benefit your sales. Seems like a funny and small detail, but can be game-changing for your online commerce.
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Develop A Functional Design
Functionality is the key to your software design. Of course elements like color design and aesthetics are important as well, but if it doesn’t work towards assessing the customer’s needs, then it’s regretfully useless. Make sure your design creates a comfortable navigation process for your customers. You might have seen popular apps and websites which don’t seem to have great and beautiful interface, but customers prefer them due to functionality and simplicity.
List Of Design Patterns
Now, that we’ve spoken of several design aspects of functional software designs, let’s review the list of design patterns, which generally work for upgrading your organization’s productivity online:
Creational Patterns
Factory Method
Abstract factory
Builder
Prototype
Singleton
Structural Patterns
Adapter
Bridge
Composite
Decoration
Façade
Flyweight
Proxy
Behavioral Patterns
Chain Of Responsibility
Command
Interpreter
Iterator
Mediator
Memento
Observer
State
Strategy
Visitor
Template Method
Follow The Patterns
All of the patterns with the following elements are basic keys to one big door of software design. Simultaneously processed they create the environment in your digital space which don’t just navigate existing customers, but also create additional leads which are later likely to turn into regular customers, users or visitors of your website.
Modern Trends
Among many trends we decided to pick some of the most important ones and review how they benefit your organization. One of them is remote work, which turns out to give increases in cloud computing process. Cloud usage has become a necessary attribute, especially now, that almost all work is done online.
Another very important trend you should not sleep on is AI adoption in your software. It’s become quite trendy to at least have a chat-bot as a communications service provider. It’s also gaining popularity among customers certainly. AI implementation reduces errors on your software and serves as a time-saving tool for your customers as well.
Interconnections, automated task management and cloud computing are most likely to continue rapid development. Yet, given developments come with challenges still to be overcome.
What We Offer
For more similar articles make sure to scroll through our Publications on Edana. And, don’t forget to check our services for Expert-Level assistance from your Swiss Digital Agency. Our expertise includes Software Model Engineering and many more. Feel free to contact us anytime!
The Rules In Digital Marketing Strategies You Must Know
Auteur n°3 – Benjamin
The Rules That Were Made To NOT Be Broken
We have all heard a famous phrase that rules were made to be broken, but in this case, let’s take into consideration our own longevity as a brand and try not to break specific rules.
Improvisation in marketing field is a great benefit, but there are certain basics we still have to follow up with for our rebellious communications to work effectively. We shall be reviewing several basic rules of digital marketing in this article and how they create a fundament to our business Growth.
Rule 1-Focus On The Target Audience
Prior to focusing, you must surely figure out who’s the target audience in the first place. That’s why you need research in the beginning. Depending on the core ideals of your enterprise you can more or less understand the who is the best possible target customer for you.
Age, demographics, genders and basic interests play a huge part here. There are surely several brands which have universal target audiences like Coca-Cola for example. The point of focusing on target audience is to make sure you don’t waste your marketing recourses on the people who are simply not interested in your products or services.
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Rule 2-Demonstrate Your Work Ethic
Gate-keeping your brand’s working process will surely do you no good as business owner. Target audience loves to have a sneak peek of how you organize your working processes. Especially if your brand focuses on eco-friendliness or handmade goods-it’s a great marketing strategy to demonstrate your craft and actually show off.
Such strategies work best in the form of video content-which generally has educational properties and engages your audience to a whole new level. To put it simply, make sure you stay tuned to customer’s curiosity and give them interesting, research oriented content.
Rule 3-Be Active On Social Media
The best possible platform for real-time communication that you can have is social media. Keep in mind, that social media user interfaces are comfortable enough on a mobile level for the user to access it anytime and anywhere.
We have become lazy to go to multiple websites to find separate content. Social Media helps you more or less group your content on one platform to later spark interest in a customer to transfer to your website.
Social Media marketing is an irreplaceable element of your digital marketing strategies to enable higher engagement and conversions. Make sure you don’t miss out on this one.
Rule 4-Showcase Your Role Clearly
The product is wanted basically for its purpose and what role it promises to play in certain aspects of our lives. Make sure to have a clear message about what your mission is as a brand.
Having marketing campaigns targeting unclear purposes and ideas will only confuse a potential customer and possibly make them uninterested in your activities. Make a clear promise and what’s more important-keep it!
Rule 5-Be Creative
Now, creativity and rebelliousness is not quite the same. There are loads of mediums out there in marketing world to use for creative advertising of your products and services. Creative can often mean fun as well. The great example is Tropicana’s advertisement for their orange juice.
They literally went to the arctic and brought the artificial sun to the people who are going through a long period of sun absence. The idea of the brand is to make your mornings fun, isn’t it creative to bring sun to a sunless place alongside with the orange juice?
Rule 6-Tell A Good Story
Storytelling and copywriting are the vital parts of advertising in all forms and mediums. A good message has to be short enough, but catchy as well. In one of our articles we have detailed information about how marketing copy can be more readable and selling. Creativity plays a huge part as well. A great story will be memorable and so will be your commercial alongside with the brand-name.
What We Offer
For more similar articles make sure to scroll through our Publications on Edana. And, don’t forget to check our services for Expert-Level assistance from your Swiss Digital Agency. Our expertise includes Branding Strategy Planning and many more. Feel free to contact us anytime!
Use Marginal Gains Strategy To Increase Your Sales
Auteur n°4 – Mariami
Basics Of Marginal Gains Theory
Basically the theory of Marginal gains has its roots in sports field, more specifically cycling. If you have never heard of this theory, it’s only because it didn’t begin being applied to business field until the legendary win-win of the British team in Cycling. It was early 2000s. David Brailsford was the one who implemented the theory of marginal gains into sports activities and brought the British team great progress by doing so. The strategy dictates to break down our objective into small pieces/segments and improve them little by little, to later improve the bigger picture automatically.
Marginal Gains In Business
Profits are earned quite slowly, especially at the beginning of the business career. Even if you obtain a great sales strategy for your business, it still needs constant monitoring and research to know when to repurpose or retarget your marketing strategies in order to support the sales flow. Sometimes it just so happens, that we focus only on one thing and neglect all other elements of success. To take a sports example again, you need to warm up before the workout and stretch after it, to make sure you don’t hurt yourself. In business, the marginal gains strategy says to improve aspects of your business little by little, which will later make your business better as a full.
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Marginal Gains In Branding
So far, we’ve been speaking about sports and sales. Now, here is the branding part. It’s well-known that branding consists of tons and tons of elements and each of them needs equal attention. For a clear example let’s consider you have these three marketing strategies for your brand image: Social Media Marketing, Content Marketing and Outdoor Marketing. Social Media and Content marketing are the ones concentrated on digital world, yet outdoor strategy is visible to anyone, target or not. If you only concentrate on one of these and improve SMM alone it will reflect on engagement and sales, but not so positively. It’s one thing to have a priority strategy, but you cannot let your attention down on other strategies either.
Live Communication In Marginal Gains Strategy
Making time for real-life communication with your audience is of great help when you are implementing the marginal gains theory in your business and branding strategies. Or maybe should we say, real-time communication. It’s a current trend to opt for online communication accessible for everyone, but as very social beings it’s important to give your customers a chance to form a stronger bond as a community.
Gather A Community
Let’s say you decide to host an event of any format. The guests can be your loyal customers in certain areas of residence. It’s great to give them a chance to actually speak with you, discuss the improvements a brand needs to make. This way you will find out more customer based insights on multiple areas of your business and branding strategies. After several events make notes about almost anything even small details you’ve acquired feedback on and try to improve that by 1% for example. Small changes make a big impact and that’s exactly what the Marginal Gains Strategy is all about.
Do Not Rush The Results
Another very important aspect of the stated theory/strategy is to be slow and steady. Do not expect to see results in 24 hours instantly. Sometimes you just might be timely for even one strategy to work out all too well because it responds to customers’ instant needs. But, don’t set your expectations for quick results. In this case taking this strategy slow will be the key to winning the race against your past results.
What We Offer
For more interesting articles make sure to scroll through our Publications on Edana and don’t forget to check our services for professional assistance in your Marketing Strategy Planning. Feel Free to contact us anytime!
PUBLISHED BY
Mariami Minadze
Mariami is an expert in digital strategy and project management. She audits the digital presences of companies and organizations of all sizes and in all sectors, and orchestrates strategies and plans that generate value for our customers. Highlighting and piloting solutions tailored to your objectives for measurable results and maximum ROI is her specialty.
Young african florist holding beautiful bouquet of fresh flower while customer making online payment with smartphone while scanning QR code. Black saleswoman wearing apron giving a bunch of flower to customer at botany shop. Young woman making digital payment by phone wallet at flower shop.
How To Increase Profits Using Customer Retention?
Auteur n°3 – Benjamin
Customer retention is the key to the sustainability of the business and if you do it right, it can increase your profits. But it is not as easy as it may sound.
Some people confuse customer acquisition with customer retention, both are important but they are essentially different. While customer acquisition means gaining new customers using different methods, customer retention is about finding the reasons why the current customers tend to leave and works on getting them back. The company’s main goal is to create a loyal customer data base, but it can’t be achieved without customer retention.
What can be the reason why clients tend to leave the company?
Customers tend to move on for many reasons, which can include lack of perceived value, poor customer service and difficulties faced in buying process. ”What is the solution?” You may ask. It is taking into account each feedback and following the customer journey to identify the exact reason and work on it on a long run.
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Customer retention benefits
There are many benefits you can get out of customer retention:
Increased profits
Many companies tend to generate profits only from existing clients, never questioning the reason of retention. So if you work on it, you will get bigger cliental and increase your profits even more.
Lower costs
It is more cost-effective to work on your existing clients and make sure they don’t leave, rather than searching for the new ones, which also can be time-consuming and prove to not be as efficient as customer retention.
Increased average order value
When customers start trusting you, they tend to increase the volume of the orders. Hence, you need to give them maximum satisfaction.
Acquire brand ambassadors
There is no better way to promote your products other than having an influencer promoting it. Word of mouth works better than any commercial and it not only gives reassurance to the clients that the product is really good but the real life experience factor makes them trust in you, that is why having a brand ambassador will increase the loyalty of customers.
5 strategies to improve customer retention
Here are some practical ideas you can use, to improve your customer retention:
Engage with your customers
Conversing with the customers is the best way to find more about their interests and involving them in the creation of upcoming products will make them feel like they are part of the brand.
Reduce friction in the purchase process
When buying products, customers also look at the process as well, so it is important to make the purchase process simple, with fast page load time and make sure that staff member is always available when there is an issue.
Improve customer support
Offer multiple ways of how customers can reach you, be it via social media, email or phone call.
Create a community
Create an exclusive membership programs or forums, where you will be able to interact with your customers, talk about their expectations and get a real time reviews of product to further improve your services in the future.
Start a loyalty program
Motivating your customers is a great way to make them do additional purchases. Just make sure that you have appropriate rewards that have significant meanings to attract customers to your brand.
Conclusion
It is not an easy task to keep your customers in the current competitive market, but no one said that it is impossible. Before finding new customers, it would be better to focus on the current ones, taking into account their opinions will help you improve. With the use of word of mouth, your cliental will eventually grow naturally.
A customer relationship management (CRM) strategy is an approach based on data and combines numerous practices, strategies, and technologies. It assists you to establish relationships with your customers on a more personal level by offering customized content. This approach can enable workforce members to collaborate with one another to facilitate the most outstanding customer service. Strengthening a business’s credibility by carrying out stronger customer service practices could enable it to attract a greater number of customers, foster brand loyalty, increase retention rates, and improve its cash flow.
Companies constantly possess specific corporate goals, the vast majority of which are revenue and sales-related. CRM strategy supplies a business with critical information on its sales, marketing, and procurement teams in order to help the company fulfill its objectives and missions. Through the implementation of relevant, engaging content, customer relationship management (CRM) strategies strive to both draw in fresh prospects as well as retain existing ones satisfied.
CRM strategies achieve their goals using an assortment of processes, actions, and technology. The vast majority of businesses start with transactional marketing approaches, however after a certain amount of time, they search for relationship marketing strategies as well. It’s a crucial subject considering it is necessary to have certain interactions with your customers to be able to grow and thrive against opponents in the competitive marketplace. With an efficient CRM strategy, you’ll be capable of instantly recognizing how professionals can leverage data to address the various needs of the customer base they serve.
Why should CRM Strategies Always be in Your Sales Plan?
Implementing a CRM strategy enhances many aspects of your business, including your approach to selling. CRM strategies can be utilized to boost customer loyalty and get better results regarding client acquisition and retention. It also assists you in the decision-making process.
There are a number of different reasons why it is so frequently used during sales. It can assist you to navigate the various components of the sales cycle in addition to swiftly recognizing any prospective customers and future opportunities. You can easily estimate future performance and get an extensive amount of precise information on products and customers.
You will get an opportunity to strengthen not only the customer experience but also the productivity of those who make up your team. It works efficiently for telemarketing and a variety of marketing campaigns. It could help you to increase sales. With an effective CRM strategy, the sales team can more easily organize customer data while making phone calls and improve the efficiency of the sales process.
Define the CRM Vision for Your Company
To develop a good CRM strategy for your company, you must first understand what your “CRM Vision” is and what you hope to achieve with it. Characterize your goals and main objectives. You may wish to boost your net promoter score, acquisition, or retention rates.
Studying customer information, and investing in contact management tools would benefit both large and small businesses in accomplishing long-term goals. Analyzing your customers, company, market, and competitors will help you determine what to do and where your effort should be specifically targeted. These elements will provide a solid foundation for your successful CRM strategy and will help you to achieve real-time results.
Some common aims to consider are increasing customer satisfaction, boosting productivity, strengthening customer retention, improving lead conversion, and so on.
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Identify Your Target Audience
To reach your target audience, you must understand their specific needs. You should be more aware of current trends in the market. It’s crucial to give your customers top priority and accommodate their needs. You could seek the assistance of marketing, sales, and customer service teams to learn more about them. You can use surveys, interviews, and a variety of other methods to obtain feedback and additional details from them.
Take into account various factors when constructing a good buyer profile. For instance, socioeconomic factors, personality archetypes, occupations, interests, dislikes and preferences, and aspirations. It could later help you identify the customers who are likely to purchase from you.
Map The Customer Journey
Track each customer interaction that started with the very first time they come across you. Find out how these individuals discovered you. Was it accomplished via a digital banner ad or an email marketing campaign? This may determine how long or how many different phases an interested buyer needs to go through prior to purchasing your product.
When mapping the customer journey, keep in mind who is communicating with the customer at every point in the journey. Find out which aspects of the interactions between buyer and seller needs to be addressed. Keep an eye on various types of content in order to figure out what customers appreciate and despise. You could possibly run into difficulties that consumers encounter and start improving them.
Describe Your Customer Experience
It’s time to invest in a CRM strategy if you see that there are some changes in your company’s internal environment, such as a declining customer retention rate or a poor net promoter score (NPS). Describing customer experience will help you to discover more important aspects that should be considered in the long run and will help you to develop a better CRM strategy.
Examine every aspect of your customer experience to determine how you can achieve maximum efficiency at every stage. Assess how effectively you are able to evaluate the requirements of your consumers along with how successfully you are able to collect information. Observe your sales process carefully. For instance, are there any sales processes you can automate to boost performance and effectiveness? Make certain that your engagement strategies are effective.
It would be ideal to have a system in place that enables customers to offer their remarks. It could help you gain insight into the experience of customers along with improving many different kinds of factors. Furthermore, when describing the customer experience, think about support; you ought to understand the manner in which you can support a customer after the sale.
Understand Your Products and Services
Understanding your products and services will assist you in improving numerous aspects of your products/services as well as establishing more crucial factors for your CRM strategy. You can create your value proposition at this point. Take a look at your brand’s tone of voice to assess if it corresponds to your objectives. Contemplate how you might differentiate yourself from your competitors once more.
Consider what message you want to send to the audience you are targeting. What are the advantages of your products and services that you want to highlight? Once you’ve made the necessary changes, notify your coworkers. Each member of your team must understand every goal that must be accomplished.
Invest in CRM Software
CRM software makes it possible to store and manage all pertinent customer information, like contact information, past purchases, and summaries of transactions, in an efficient manner. As a result, sales teams often use CRM software extensively. You would find many CRM tools there that would help you to manage everything more easily. This technology can also be combined with e-commerce platforms to enhance the customer experience.
It can assist you in sorting out numerous time-consuming processes. Software not only accumulates real-time data, but it also guarantees that you do not miss the opportunity to capture important leads. Evaluate your present-day processes and needs prior to selecting CRM software for your organization. Consider the pricing, function, and simplicity of CRM software before selecting one. After you’ve installed your CRM software, assign administrators to regulate user access. Additionally, teach your team how to use the CRM software.
CRM Pitfalls to Avoid
Despite being a very useful solution for businesses to deal with a variety of issues, CRM strategy has certain hazards that must be recognized and avoided at all times in order to properly benefit from this option. For starters, keep in mind that if you don’t have a solid acquisition and retention strategy in the company, you shouldn’t begin working on anything CRM-related. It will not be rewarding for you and may lead to unfavorable outcomes.
Furthermore, confirm that technical developments, like using CRM software, won’t lead your team members to lose concentration and drive. Whatever you do with digital solutions, your team must always be alert. Many tasks must be managed or observed by actual people in order to achieve the best results.
Keep in mind that customized solutions will be required in many cases. You must remember that when dealing with customers, you will not be able to stick to a single technique or approach. You’d have to make some adjustments along your journey. Therefore, while you develop your CRM strategy, consider how it will benefit your team and business. Also, think about the value that each team member can give you with their individual perspectives.
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5 Extensively Asked Questions About Digital Customer Service
Auteur n°3 – Benjamin
Tags
Digital Customer Service
Importance of Digital Customer Service
Digital customer service (DCS) is the experience a customer has whilst communicating with a company via any number of digital channels. This interaction may be needed for carrying out a transaction, gaining a response regarding an inquiry, solving an issue, or seeking advice.
Consumer-centric marketing solutions have become increasingly prevalent among many types of businesses. Even traditional brick-and-mortar stores have started to serve customers online. New digital approaches created opportunities for organizations to engage with their customer base via various channels.
It’s crucial to develop more innovative approaches in order to enhance customer relationships while using digital solutions. Right now, when people interact with businesses they rely on a wide range of options. They use emails, messaging applications, social media, chatbots, and other forms of communication. So it’s important to know more about the newest solutions in order to deliver the best digital customer service.
How Can Digital Customer Service Improve Customer Experience?
A positive customer experience is the main factor behind a successful business. It improves your earnings as well as market visibility. It can assist you in converting your customers into ambassadors of your company with a high degree of brand loyalty. Consumer behavior is rapidly evolving as a direct consequence of the countless developments in the world.
This is the era of digital transformation. Therefore it is critical to incorporate more digital solutions into your projects to enhance the customer experience. Understand what are the needs and requirements of your target audience. The most effective way of advancement isn’t just utilizing the best solutions available. You must gain a greater knowledge of your target audience before determining what would be helpful for them.
Amazon, for example, provides a great digital customer service platform that includes live chat, email, and phone support. Additionally, the company provides a self-service help center with instructions. Netflix provides customer service via live chat, email, and an AI-powered chatbot that could help consumers with simple requests and issues.
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How to Measure Digital Customer Experience?
People frequently abandon their shopping carts before finalizing an online purchase. Sometimes the desired product is inaccessible, or the website needs a long time to load. Each occasion is characterized by numerous aspects, each of which could result in a sale or an abandoned cart.
Multiple aspects could have an unfavorable effect on the sales cycle. So it is crucial to examine each significant step that clients take. You could collect and analyze your information using a digital experience analytics platform.
Digital experience platforms (DXPs) like OutSystems, Bloomreach, and Glassbox could be beneficial to you. You should always monitor a few important metrics, like net promoter score. It will help you to avoid loss of income or different issues later.
How can AI Enhance the Process of Digital Customer Service?
Artificial Intelligence is capable of enhancing digital customer service in a variety of ways. Chatbots are a well-known example. They give clients quick responses. Also, they lessen the pressure on employees by performing various tasks with human-like precision.
Ai solutions could help you reduce costs, optimize resources, and would allow you to be more easily accessible. It could improve your brand’s reputation and enhance client loyalty. Many business leaders use AI solutions to develop personalized experiences for their customers and become more visible on the market.
Why is Digital Transformation Crucial for Good Digital Customer Service?
Digital transformation could certainly assist you in fulfilling modern demands. It could assist you in transforming company operations through the adoption of new digital procedures and technology. However, remember that before starting a digital transformation, you must first identify all of your goals in your digital transformation strategy.
Digital transformation enables companies to meet shifting customer expectations. Businesses may digitize and simplify their operations, eradicating the necessity for human intervention and improving productivity. Companies that get insights into client habits and preferences are better prepared to provide personalized assistance to clients. Based on the client data you obtain, you could be able to deliver customized suggestions, promotions, and support to your audience.
How to Create an Effective Digital Customer Service Strategy?
A digital customer service strategy ensures satisfied consumers in the Digital Age. Your digital customer service strategy explains how you intend to provide assistance to consumers via digital channels. There are several steps and factors that you must consider in order to get the best results with your efforts.
First and foremost, you must be aware of the channels of communication that your customers use. You cannot effectively assist your consumers if you do not have social media interaction. You must determine which techniques are best for your potential clients, and internal customers. Determine which solutions could help you the most in general. It is critical in order to successfully sell as many goods or services as possible.
Many consumers expect brands to present them with self-service options. For starters, self-service alternatives are extremely convenient because clients control everything by themselves and are very happy about it. Also, your team would have the time to concentrate on more challenging assignments.
Aside from that, ensure that your consumers are still able to reach your team personnel should they require further assistance. It is critical to have a qualified team of workers who can provide the best customer support for consumers and assist them with any difficulties.
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