I believe that both brand marketers and agencies already have customer data in hand. and making a lot of progress in building a digital customer experience. big investment Are you already? Of course, in addition to doing digital tools. How to reach and communicate information from brands is important. But sometimes we forget to think about the path of access to information until we come across our brand. Or the experience of accessing information before meeting our brand is becoming more and more important.
Today, thumbsup will help you find the path of customer experience to meet your brand together. in case it can be adapted to the journey of your brand and pulled to optimize the use of digital tools more appropriately.
Although every customer likes care and attention. But what is clear is that they don’t like being sold on items they don’t want to buy. So we see beauty products, health insurance, or even internet packages that have tried to approach customers but have been rejected without mercy.
That may be because the customer is not aware of enough information. or that the information we offer Focus on selling to earn more than selling because you really want to “care” and “care” them.
What a brand or marketer should do is not trying to sell without ignoring the needs of their customers. Instead, it should provide more value in data to customers one way or another. Therefore, planning the journey of the buying-to-opportunity journey is important. in case the customer wants to find out more
First of all, let’s get to know the behavior of consumers that different data access routes. how are you and how consumers around the world have changed
- 46% of consumers are using an ad blocker. Because having too many ads is annoying and irrelevant to what they want to see. Advertising ad campaigns need to be targeted in a clear and relevant manner in order to be effective ad campaigns.
- 33% of content encourages a brand to be recognized by its audience when the ad showcases a product that meets their needs. It not only attracts but also promotes more purchasing opportunities.
- 52% of consumers use search before making a purchase.
- 43% of consumers read information on social media before making a decision.
- Consumers read reviews and consumer information together 37%
Therefore, to find as much information about a product or product as possible before making a decision. Each type of consumer chooses to read through a variety of channels in order to find the answers they need.
However, what marketers need to be aware of consumers and changing behaviors all the time. It is therefore an important step in determining the correct target audience.
- Help create a personalized experience : May not be suitable for individual level, but suitable for customers who tend to want in the same direction. Then measure the effectiveness of the campaign to see how effective it is. A detailed journey reduces the risk of looking at individual customer behavior. Customers who are very “personalized” will have a different path and purchasing decision-making process than other customers.
- Focus on Empathy : Because in this era, honoring and looking at people is equal. It is very important that brands pay attention. No one should be a VIP just because of the same wallet. Whatever the core of your business you want to focus on. That doesn’t mean you can ignore other groups of customers, even if your brand is open-minded. Marketers need to have empathy – attitudes – perceptions and motivations of consumers. to better predict future behavior
- lead consumers to purchase : No matter how much we write or formulate a strategy. What every marketer and brand needs is Customers know and decide to buy your products. But every customer has a different Persona. For example, we know that there are iPhone followers in the world, and they know very well about the product. At the same time, there are customers who are ready to pay, but they don’t want to know about the product as much as they want to know how beautiful iPhone photos can be. Good planning can help marketers control their minds and gain a deeper understanding of each type of consumer. And marketers know exactly what their customers want before they reach the conversion stage, because all the information in the world isn’t as good as having the right information for your brand. And that information is sent out to the right person at the right time as well.
4. The right opportunity only comes once. : Having a good journey template gives brands and marketers access to customer touchpoints that can help them achieve their goals, whether it’s talking to a storefront employee. Chat or read information on the website. Talking to customer service at the branch or inquire through the website and digitally Like brand channels on YouTube, for example, every point is a communication opportunity that makes a bad impression or memory. Depending on whether you have the opportunity to connect and engage with your customer experience in the short or long term, these “moments of truth” are customer journeys that marketers should not overlook.
5. The hassle-free buying process makes the brand look attractive. : buying channels, whether it’s a website on social media or chat They have to analyze how to use it easily and appropriately. because if busy and difficult Consumers will feel that they do not want to continue. That’s a lost sales opportunity. Therefore, checking the route (Journey) from the sight of the product to the ordering and payment process. and set a period of time from beginning to end to be called successful But also pay attention to some steps, if it takes too long than others, it may cause customers to change the center of the road.
6. Business objectives will help set the right goals. : If there is any gap between the journey that goes from start to finish This means that the work plan of both the marketing team and the surrounding teams that are involved in the work needs to be improved and knows the workflow better. as well as separate corporate silos for the entire company to better respond to work
When everything is planned and some improvements are made, you are ready. Let’s do it together.
Source: GWI
