Unified Customer Experience and Efficiencies in Content via Social / Digital Media
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With the advancement of various new social media platform and demographics of people and content that we have, this topics will briefly discuss on how to and what measure should we take to complement our content without confusing our clients.
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Unified Customer Experience and Efficiencies in Content via Social / Digital Media
- 1. With the advancement of various new social media platform and demographics of people and content that we have, this topics will briefly discuss on how to and what measure should we take to complement our content without confusing our clients.
- 2. Unified Customer Experience and Efficiencies in Content via Social / Digital Media
- 3. The integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience or omnichannel
- 5. Econsultancy conducted their survey for Digital Marketing Trends, they asked companies to state the single most exciting opportunity for 2019.
- 7. An Emotional Connection Matters More than Customer Satisfaction
- 8. The emotionally connected customers are so valuable: 1. They tend to buy more 2. Visit you more often 3. They are less price-sensitive 4. They pay more attention to your communication 5. They follow your advice 6. They recommend your brand to their network
- 9. Research & Development 1. Segment your most valuable customers 2. Map out high impact emotional motivators by analyzing customer attitude data with their behavioral data such as lifecycle and purchase behavior. 3. Look into your owned customer database, what demographic information can you find? What emotional motivator can you infer from their demographic characteristics? What do they reveal about their emotional needs in feedbacks? What does their behavioral data say about their motivation?
- 10. Stand out from the crowd Project a unique social identity; be seen as special Customer’s Desire Brands can leverage this motivator by helping customers:
- 12. Have confidence In the future Perceive the future as better than the past; have a positive mental picture of what’s to come Customer’s Desire Brands can leverage this motivator by helping customers:
- 13. Enjoy a sense of well-being Feel that life measures up to expectations nd that balance has been achieved; seek a stress-free state without conflicts or threats Customer’s Desire Brands can leverage this motivator by helping customers:
- 14. Feel a sense of freedom Act independently, without obligations or restrictions Customer’s Desire Brands can leverage this motivator by helping customers:
- 15. Feel a sense of thrill Experience visceral, overwhelming pleasure and excitement; participate in exciting, fun events Customer’s Desire Brands can leverage this motivator by helping customers:
- 16. “We grew our fan base about six times our normal growth rate, and we saw a bigger lift in sales than what we normally see on Facebook.”
- 17. Feel a sense of belonging Have an affiliation with people they relate to or aspire to be like; feel part of a group Customer’s Desire Brands can leverage this motivator by helping customers:
- 18. Protect the environment Sustain the belief that the environment is sacred; take action to improve their surroundings Customer’s Desire Brands can leverage this motivator by helping customers:
- 20. Be the person I want to be Fulfill a desire for ongoing self-improvement; live up to their ideal self-image Customer’s Desire Brands can leverage this motivator by helping customers:
- 22. Feel secure Believe that what they have today will be there tomorrow; pursue goals and dreams without worry Customer’s Desire Brands can leverage this motivator by helping customers:
- 23. Feel secure Believe that what they have today will be there tomorrow; pursue goals and dreams without worry Customer’s Desire Brands can leverage this motivator by helping customers:
Editor's Notes
- Customer experience (CX) has fast become a top priority for businesses and 2019 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Customers no longer base their loyalty on price or product. Instead, they stay loyal with companies due to the experience they receive. If you cannot keep up with their increasing demands, your customers will leave you. Cross-device shopping via a wide range of channels has made it difficult for companies to maintain consistency. Processes and technologies need to change in order to provide a consistent experience across all platforms.
- Single View of the Customer (SVC) : delivering flexibility and continuity across digital and physical channels to deliver an integrated superior customer experience. Finance - Omnichannel banking developed in response to the popularity of digital banking transactions through ATMs, the web, and mobile applications Retail - An omnichannel retailer has traditional methods of mass advertising integrated with emerging interactive channels. Websites, email offers, social media messaging and physical stores all show the same messages, offers, and products. The omnichannel concept not only extends the range of channels, but also incorporates the needs, communications and interactions between customer, brand and retailer. Multichannel -identified as a non-integrated way to approach customers and inventory holdings, Omnichannel (2008) - requires coherent and absolute inventory integration.
- Our brains are excellent pattern-matchers and reward us for using this very helpful skill. Repetition creates a pattern, which consequently and naturally grabs our attention at first and then creates the comfort of familiarity. Repetition can also lead to understanding. What at first may be strange, after repeated exposure becomes clear and understandable. This is important for companies bringing innovative new products to the market where users may initially unfamiliar with the product or its usage. Repetition is also a basis for trance states and is consequently a basis of hypnosis and hypnotic techniques.
- Customer experience (or CX) came in first (beating content marketing and mobile marketing!). Investing in CX initiatives has the potential to double your revenue within 36 months. Customer experience is your customers’ perception of how your company treats them. These perceptions affect their behaviors and build memories and feelings to drive their loyalty. In other words: if they like you and continue to like you, they are going to do business with you and recommend you to the others.
- research across hundreds of brands in dozens of categories shows that the most effective way to maximize customer value is to move beyond mere customer satisfaction and connect with customers at an emotional level – tapping into their fundamental motivations and fulfilling their deep, often unspoken emotions That means appealing to any of dozens of “emotional motivators” such as a desire to feel a sense of belonging, to succeed in life, or to feel secure.
- research across hundreds of brands in dozens of categories shows that the most effective way to maximize customer value is to move beyond mere customer satisfaction and connect with customers at an emotional level – tapping into their fundamental motivations and fulfilling their deep, often unspoken emotional That means appealing to any of dozens of “emotional motivators” such as a desire to feel a sense of belonging, to succeed in life, or to feel secure.
- High-Impact Motivators: Hundreds of “emotional motivators” drive consumer behavior. Stand out from the crowd : Project a unique social identity; be seen as special Neurologically, it has been demonstrated that exposure to something new and unfamiliar increases the release of dopamine in the brain. Novelty makes our brains feel like there is a possibility for reward waiting for us just around the corner. That potential for pleasure motivates us to seek it out. Why do you think Apple releases a new iPhone and iPad every few months?
- High-Impact Motivators: Hundreds of “emotional motivators” drive consumer behavior. Stand out from the crowd : Project a unique social identity; be seen as special
- Have confidence In the future Perceive the future as better than the past; have a positive mental picture of what’s to come Insurance companies
- Enjoy a sense of well-being Feel that life measures up to expectations nd that balance has been achieved; seek a stress-free state without conflicts or threats. Health companies, body building, supplements
- Feel a sense of freedom Act independently, without obligations or restrictions Fashion, music,
- Feel a sense of thrill Experience visceral, overwhelming pleasure and excitement; participate in exciting, fun events Harley Davidson, Red Bull
- the 15 Days of Beauty Thrills sweepstakes, which leveraged its partners in the beauty industry — whose nail polishes, eyeshadows and serums are sold in Sephora stores worldwide and online — to furnish the "thrills" for users.
- Feel a sense of belonging Have an affiliation with people they relate to or aspire to be like; feel part of a group Cult of Mac, Vans
- Protect the environment Sustain the belief that the environment is sacred; take action to improve their surroundings Body Shop, Lush
- Be the person I want to be Fulfill a desire for ongoing self-improvement; live up to their ideal self-image
- Feel secure Believe that what they have today will be there tomorrow; pursue goals and dreams without worry Banks, Insurance
- Succeed in life Feel that they lead meaningful lives; find worth that goes beyond financial or socioeconomic measures Sports