Today brands need to go beyond just delivering great products. Customer expectations are high and they expect a fantastic overall experience alongside an excellent product. Digital transformation has opened the door to offering new customer journeys, allowing businesses to boost their overall experience and drive customer engagement. Over 55% of adults say they place more value on a positive interaction with a brand than on the product purchased. It’s crucial you put your consumers first and provide them with the ultimate impression of your brand.
Although the customer encounter has to be perfect across all touch points with a brand, first impressions are crucially important. You only get one chance to make a good first impression, with 71% of customers stating they will stop using a brand after one bad experience.
Creating a powerful impression not only does wonders for your brand reputation and customer loyalty, it can also have huge financial benefits for your business. According to Harvard Business Review, shoppers who have the best experience spend 140% more than those who have a poor experience.
Here are some of the digital solutions that Digitonic have created to generate seamless customer journeys that will drive customer engagement.
Make it Personal
One of the key factors in creating an engaging customer experience is including personalisation. With 59% of shoppers saying that personalisation influences their shopping decisions, it pays to give that personal touch. Why treat all customers the same when digital technology allows brands to easily craft the perfect, personal marketing message. It helps to simply include the recipient’s name in a marketing communication or understand their habits to give the right offer at the right time. According to Accenture, 75% of consumers are more likely to buy from a retailer that recognises them by name, recommends options based on past purchases, or knows their purchase history.
Our Entr technology allows bricks and mortar businesses to understand who their customers are, how often they visit and how long they stay. Users simply sign up to the Wi-Fi once and businesses can gather valuable data insights on each following visit to a single or linked. These insights let venues target customers with the most relevant offers that they will love.
In a digital world customers expect to get in touch with businesses at a time that suits them and through the medium of their choice. Instead of operating customer call centres through the night, why not put a Facebook Bot in place to deal with consumer queries. Messenger bots can be used to generate a conversation to provide the recipient with a solution or point them in the direction of the information they’re looking for. Saving time and money, Messenger could be the perfect solution to allow you to be available to customers at a time they need you most on a platform they use daily.
Unleash your creativity and generate a great user experience by thinking outside the box to deliver aesthetically pleasing creative content to users on the platforms they use most. Our mDoc technology allows brands to deliver the most engaging, creative content including imagery, audio and video directly into the SMS inbox of recipients.
With minimum interaction required from the user, mDoc lets brands get in front of their target market while customers get unmissable offers in an original way. According to psychologist Albert Mehrabian, 93% of all communication is nonverbal. Visual content is one of the most powerful ways for a brand to get across their message. As they say an image speaks a thousand words!
If you would like to find out how we can help you transform your brand’s customer experience, get in touch today via firstname.lastname@example.org