What is the hottest topic in the 21st century? Yes, digital! From automation, big data, analytics, and AI, you can see the context of time.
If technology evolves, so does the enterprise and the interaction between enterprise and customer.
Your business shall adopt and become digital.
1. You shall have an online presence.
In the digital time, people do almost anything online. They talk online, buy things online, search for information online, read books online, listen to music and watch movies online. They have online meetings, webinars, and social media. Therefore, reach them on the Internet.
Your online presence includes a website, social media, online publicity, and online ads.
Search result matters. That's why business owners are busy with SEO and SEM. Whether it is an online business or an offline business, you need to rank by the front so that your customers can see you.
Your social media is also crucial since people like to use social media. Nowadays, more merchants promote their businesses on social media where many potential customers are. Your customers would feel more confident about your business if they see your social media is well operated.
Online publicity means getting people interested in your product through news, topics, activities, conferences, speeches, webinars, etc. More publicity means more promotion.
For online ads, it is to increase your publicity unnaturally. You can buy ads at places where there are the most potential customers. That's why promotion by KOL is the new hottest ad form around the globe. Brands can choose the right KOL in the right market and promote it to the right customer.
2. You shall design a smooth online customer journey.
So, you have a good presence online, and customers are attracted to your website or online store. What's next?
You shall design a good customer journey.
From first sight when people see your website or store page, you'd better design a smooth procedure so that your customers can have a good shopping experience. How do you introduce and present your product? How do you assist the customer during the shopping journey? How do you provide enough support? How does the customer make the order? How do you provide after-sale service? How do you handle the logistics and refund?
When and how to approach the customer through which channel, is all part of the customer journey you shall think of and design well.
With so much advanced technology in the digital time, it is far easier to know your customers and serve them better. Big data can give you customer analysis that you may not notice. Automation and AI can help you build a chatbot to handle primary customer inquiries. Those who capture the digital technology well are the ones who occupy the most market.
3. You shall build a good relationship with your customer.
Interaction is the key. More interactions mean more publicity and good impressions. People like to buy things from people or brands they're familiar with. A good relationship with your customer will not only make it purchase more but also get referrals from it. That is called word-of-mouth marketing.
That's what many brands do to take the market. To be favored by a small group of people first and then spread to a larger group.
You can use emails and social media to reach and interact with your customers. The SMS message is also an inseparable tool for your customer interactions.
Because SMS message is the only method that you can reach your customers in a close distance. Emails? Less people read it nowadays. Social media? People may log in every few days and miss your message. But SMS messages? People read it all the time.
According to statistics, more than 90% of SMS messages are opened within 3 minutes. Think about yourself. You would not miss reading a single SMS message. Right?
That's how brands and merchants intimately approach customers to interact.
If you are not using it, give it a try. If you are using it, you already know its power.