8 Proven Strategies for Boosting Consumer Sales With Promotion
Consumer sales promotion programs help a company increase sales and achieve its revenue targets. A company can increase sales by using effective sales promotion strategies. A strong sales strategy can also increase sales, and when used together, they are sure to increase both sales and revenue.
Measures and initiatives that aid businesses in boosting sales are known as consumer sales promotion tactics.
When sales are slow or poor, a business or business complex needs effective sales methods. Now is the ideal time to increase sales.
Effective consumer sales promotion strategies are crucial for all businesses, especially for the e-commerce firms:
1. Use Advertisements
Although it doesn’t always need much, there are occasions when it makes sense to spend money to earn money. Even a tiny budget can be productive and increase leads with the correct advertisement. All you need to do is understand who your target audience is, how to reach them, and where to reach them. Depending on where your customer is, think about using Google, Facebook, and Instagram ads.
It’s a good idea to conduct tests when including adverts in your plan to boost sales. You may better understand your audience, learn how to create advertising, and make sure your marketing dollars are being used wisely by doing ad testing.
2. Make "Insider Information" a Priority
Everyone likes a good deal, and your consumers will become more loyal to and trusting of your company when they feel like they have the inside track on impending sales or are given early access. They might even purchase more as a result.
This applies to all types of promotions and sales. Current and returning consumers will rapidly become invested in the company if you keep them informed about new products and company developments.
3. Implement a Program for Referrals
Everyone likes to feel valued and rewarding your clients for referring their friends and family members is a terrific way to do this.
Use upcoming discounts, points for awards, freebies, exclusive access, etc. to entice current customers to promote your business.
This will not only help you keep in touch with your consumers, but it will also help you generate new leads that are more likely to purchase because they were referred directly to you, all without putting in any extra work on your end.
4. Selling the Benefit Rather Than the Product
People don’t buy items; instead, they purchase the outcomes a product will produce. It will be easier to concentrate on the advantages of your product or service if you keep in mind the “help” not “sell” approach when promoting and selling it.
It appears more genuine when you first try to help others rather than being aggressive or just out to make quick cash. Additionally, it serves to remind them of the value you offer in your goods and services.
5. Ensure That Your Messaging is Understood
Clarity is essential while learning how to advertise a good or service. In all the content that is a part of your sales and marketing plan, choose one to two major benefits that your product delivers and make sure to clearly explain them. By doing this, you can make sure the narrative you’re presenting about your product is consistent throughout all your marketing platforms and that your target audience understands exactly what you’re offering.
6. Gift-With-Purchase Program
After attempting several of the other sales strategies on this list, you may find that including a gift that your customers can value is an effective alternative to increase sales. For example, adding a toothbrush with toothpaste.
Conduct a detailed cost analysis, assess how your gift compares to those of your rivals, and gauge how valuable is your gift for your consumers.
Adding a complementary product as a free gift is a proven strategy to attract customers. However, you can also consider surprise gift, lucky draw, cashbacks and sweepstakes, to make your gift-with-purchase unique and more interesting.
7. Search For Chances to Upsell Customers
You should always be looking for opportunities to upsell consumers, so they purchase more each time.
What goods or services can they get that will enhance what they already buy?
They will probably say “yes” to you more and more as you establish your worth and gain the loyalty of your clients.
8. Use Incremental Savings
Consider offering discounts for larger purchases, such as free delivery on orders over $100, to encourage your clients to make more purchases.
When marketing a sale, think about providing a greater discount on larger purchases, such as 15% off orders over $250 and 25% off orders over $500.
They get more of a discount the more they spend.
How Does RewardPort Improve Your Sales?
You may be seeking a solution to assist you now that you are aware of how crucial sales marketing methods are to your company. RewardPort provides tactics for sales promotion to assist you in expanding your company. RewardPort is at your side to help you reach your objectives if you’re seeking efficient programs for customer loyalty and sales growth.
RewardPort offers specialized programs for creating marketing and sales promotion strategies. We provide the best strategies for all business models.
Examples of the ideas offered in RewardPort include creating the greatest sales campaign, appealing to the audience and the consumer, and techniques to entice the buyer to make further purchases. You can speak with our professionals to use our products.
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8 Sales Promotion Ideas to Stand Out and Get Noticed
Sales promotions are limited deals designed to quickly generate income by luring customers to make purchases or increase brand recognition. Although this marketing tactic is frequently used in business-to-consumer (B2C) e-commerce, retail, or restaurant industries, business-to-business (B2B) suppliers might also benefit from it depending on their objectives.
We’ll discuss sales promotions in this blog, look at some innovative promotional ideas for B2B companies, and offer important advice on how to carry out a sales promotion effectively.
1. Punch Cards
Punch cards are loyalty cards that have a predetermined amount of stampable icons on them that can be added to after a customer makes a purchase, typically in-store. When all icons are stamped, a customer is rewarded, frequently with a discount on their subsequent purchase or a free gift.
With this kind of sales promotion, you can entice people to keep buying from you so they can get the reward you’re offering at the end.
2. Referral Promotions
You can offer a discount on their first purchase from you by providing your current customers with a referral code to share with someone they know. The owner of the referral code will also receive a reward, which may encourage them to suggest you to others if they stand to gain something in return.
3. Promotional Bundles
Bundling-based promotions differ differently from buy one, get one free offer in that you combine complementary goods for a discount rather than the same product or service. Accounting businesses in the B2B market provide discounts for combining tax preparation and bookkeeping services because of the two-work hand in hand.
4. Promotions Based on Quality
A quality or best-fit promotional discount can have the same effect as lifestyle-based discounts in that it can start a paying relationship on a positive note and retain a customer over time. But in this instance, you’re deciding who gets the discount based on the quality of the lead, fit, or whether they fit a consumer persona you’ve developed, making them a highly qualified prospect.
Since many suppliers of B2B goods or services frequently have specialised markets or specific expertise, this campaign may be an effective B2B sales tactic. If they come upon the ideal opportunity, they might seal the transaction by offering that company a sizable discount.
5. Sign-up Specials
A sign-up sales promotion entails extending a discount just to new customers. Customers may be motivated to complete a purchase if they can make a first purchase at a reduced price, therefore it can be a useful strategy for boosting sales and attracting new clients.
6. Applications-only Promotions
Running an app-only offer is a fantastic method to market your company, giving customers discounts only for installing or using your mobile app to make purchases.
7. Deals for Customers Who Fit Best
Offers should be made to customers who are about to choose your goods. Be honest about whether they would be a good fit for your company as well. Promote prospects who are actively working toward a close, conversing with you and negotiating with you, and seriously considering using your goods or services in their company.
8. Feedback Rewards
For instance, once a customer makes a purchase, you may give them 10% off their subsequent purchase in exchange for their participation in a customer satisfaction survey. Customers might then be enticed with a discount to conduct a repeat buy.
Statistics About Sales Promotions
Interested in learning the real story behind sales promotions? These statistics provide a clear image of its effectiveness, which techniques are more effective than others, and how well clients responded to varied tactics.
- Product bundling generates 10% to 30% of online sales, according to research
- Referrals, whether generated by marketing initiatives or not, have conversion rates that are 30% greater than those of other lead sources
- 80% of consumers will test a new brand if a discount is provided
- Regardless of whether they had purchase intentions before receiving a promotional coupon, nearly two out of three consumers will make a purchase
- About 48% of customers won’t even interact with a brand if they don’t have any special offers
Bottom Line
Sales promotions are a great method to boost sales, create leads, and raise brand recognition. It’s critical to have a clear plan regarding the campaign’s scope, duration, and target audience even though each sort of promotion differs from the others and RewardPort is here to assist with all your needs. After your campaigns are finished, be sure to follow up and try to strengthen your current client relationships for long-term benefit.
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Top Sales Promotion Trends To Emerge Post Coronavirus
Any form of promotion during Covid is quite a sensitive matter. There is a very fine line between notifying your customers and annoying them. If you are planning to get in touch with your customers, then you must know that by the time your communication reaches them they must be already annoyed to the core with hundreds of emails lying unopened in their mailboxes with subjects on Covid.
So before you initiate the promotions, you might want to check out the sales promotions trends that would emerge during this pandemic.
The language of all the promotional communication ought to be sensitive and empathic. If the customers find you lacking compassion they won’t bother to engage, let alone buy your brand. Maintaining that human touch during campaigns has become more important now than ever. When informing your customers about your processes and policies during Covid, brands need to show that they are being responsible.
Creativity and joyful communication is going to play a big role during sales promotion campaigns.
With customers getting bored, locked in their houses, brands can make use of this opportunity by spreading some joy among their customers with the help of creative and engaging campaigns. This will not just help in better and easier conversions but also give a good brand recall value.
With most of the media houses and studios shut, use of social media influencers would be a great idea at this point in time. According to a survey conducted by Hammer Kopf Consumer Surveys, amid the lockdown, in India, there has been 87% increase in social media usage. Brands should utilize this trend and hire relevant and authentic influencers for the sales promotion campaigns.
Offer discounts and promotions.
BOGO (Buy one Get one) is here to stay. The purchasing power of the consumers has been immensely affected. Also it has been observed that the consumers who can afford to buy are delaying purchases. A slashed price would motivate the consumers to make the purchase without further procrastination. Along with price cuts, there can be all forms of BOGO offers.
Free samples of products or online trials of services is a great way to launch a new brand during Covid. When giving out samples, make sure that the consumers know about the safety policies that your brand is following like contactless deliveries, best practices of hygiene and so on.
Offer discounts and promotions.
BOGO (Buy one Get one) is here to stay. The purchasing power of the consumers has been immensely affected. Also it has been observed that the consumers who can afford to buy are delaying purchases. A slashed price would motivate the consumers to make the purchase without further procrastination. Along with price cuts, there can be all forms of BOGO offers.
Free samples of products or online trials of services is a great way to launch a new brand during Covid. When giving out samples, make sure that the consumers know about the safety policies that your brand is following like contactless deliveries, best practices of hygiene and so on.
Apply Targeted Promotions.
Something that your consumer needed earlier may not be required now. It is important to understand their needs and accordingly craft the promotion strategies. According to a Harvard Business study, regardless of which group consumers belong to, they prioritize consumption by sorting products and services into four categories:
- Essentials: are necessary for survival or perceived as central to well-being.
- Treats: are indulgences whose immediate purchase is considered justifiable.
- Postponables: are needed or desired items whose purchase can be reasonably put off.
- Expendables: are perceived as unnecessary or unjustifiable.
It is important for brands to classify their products or service and bundle it appropriately to have a successful campaign with a desired outcome. For example: Bundling an essential item with a treat can become quite a desired combination for a customer.
Giving out ‘At-Home reward’ coupons or gift vouchers is another unique way of sales promotion during this pandemic. Now that everybody is at home, brands should switch to rewards that can be redeemed at home, online. For example, they can give away reward coupons for online streaming channels, food delivery apps, online learning platforms, fitness apps, e-commerce websites and so on.
RewardPort specializes in loyalty marketing programs, corporate loyalty card, dealer incentive programs, dealer loyalty, channel incentive, distributor incentive program, B2B loyalty programs, customer loyalty cards & marketing partner programs. Get a free consultation today.
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Great sales promotion ideas to win New Customers
Nurturing relationships with the customers is a significant aspect to shape a brand. Sales promotion strategies can do wonders for your brand through retention and engagement. Sales promotion is the process of persuading a potential customer to engage with the brand and eventually buy the product or service. A good sale promotion strategy can be effective at achieving a quick boost in sales but this “boost in sales” is mostly short-term. Many customers come back expecting or anticipating further promotions which is why brands have to continue coming up with different strategies to comply with the market behavior.
Here are some sales promotion ideas to make your campaigns successful:
Give away rewards
A compelling way to engage with consumers and motivate them to keep coming back to you is by giving them rewards. Offering the customers free credits or coupons on their next purchase is the perfect way to make them come back. It helps in increasing sales and also in improving the bottom line of your brand. So having a reward program in your sales promotion strategy is significant.
Personalize your brand
If your company is a massive faceless corporation, there’s a high chance that the customers would shy away from your brand. Giving a friendly face to your brand can help people connect to your product or service. It’s important for businesses to introduce themselves and share their story with the people. This is a simple yet effective technique to stand out and engage with the audience. Give your brand a voice, tell your story, add a character to your business if you can.
Create an urgency
Driving a ‘flash sale’ promotion is a great way to create urgency among the people and make them buy a product or a service, sooner rather than later. You can start with a teaser of the promotion and let people know about the upcoming sales. And when the timing is right, release your flash sales promotion.
Upgrade instead of price cuts
Upgrading your product is a better way to keeping your sales up rather than cutting down the prices. Giving some extra service or a product on the same price can appeal to potential consumers in a better way.
Momentum, scarcity, and credibility
Creating a momentum or anxiety before the sale, then making sure that in the middle of the sale the promotion becomes scarce, and ending the sale promotion at the promised time. These three things are very significant. Ending the promotion at the given time gives something for people to regret.
Free trials
Free trials are popular at attracting attention. Let’s take an example of Netflix and other streaming services who give out 1-month free trial before the customer has to pay. This one-month free trial creates addiction in the free trial period and when that addiction is taken away, the consumer is forced to pay for the service.
Videos
Using videos to make product demonstration is a very effective way to attract consumers. Offering special discounts and other offers in your video will also get your customers excited to make a purchase
Use social media
Using social media to give out coupons and discounts which are only applicable through social media is another way of engaging customers.
Volume discounts
Offering volume discounts is a great way of encouraging individuals and businesses to purchase goods in multiple units or in large quantities. Shoppers love volume discounts, so we often find business owners offering them to encourage sales.
Follow leads
Track your customers from the first contact to sale within the sales pipeline. Send and track emails, and alerts to help follow up with potential clients.
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A sales promotion checklist: Do’s and don’t for running a successful campaign.
If you are looking to amplify the product sales for your brand, it calls for a structured sales promotion campaign. Many businesses in the market are always looking forward to attracting their old and new customers in different ways to promote their products. At the same time increase profits for their business. From a customer’s point of view, it is about finding, analysing something new in the market and the benefits it brings them in the long run. Their ultimate aim is to feel satisfied with their purchase. There should be a value owned for their money. A brand can gain a lot when it is able to pull off a successful sales campaign. But there are many hiccups in the process and that’s when it fails.
First, let’s find out the Dos of running a successful sales promotion campaign. And then move on to the Don’ts which will be the crucial steps for implementing the campaign.
Do’s:
- Set an objective for your sales promotion campaign. It could be a short or long term objective. You should be able to state, measure and analyze the goals set
- It is important to know your target market. Ask this question to yourself. Will the sales promotion appeal to the target group? Each group comes up with its unique behavioural action. Their needs and tastes are different from one another. Find out the right type of sales promotional campaign that suits your target audience
- Work on the type of messaging, voice, offer content appeal, format and duration. Brainstorm with your team to extract a lot of ideas. You can execute it better if you have a solid plan in place
- Examine and evaluate your promotional budget. The process involves knowing the cost breakdown, expenditures and balances. Allocate the funds to determine the profit margin
While designing a sales promotional campaign for your brand, including a sense of scarcity as and when you know the time is right. This situation of urgency can increase the demand and value for your products.
The Dont’s:
- Understand your customers. A lot of factors influence a buyer’s purchasing decision. There are many reasons behind their approval and disapproval of your product when they purchase. Do not include actions that will affect your plan in the future
- There is an overload of information in the digital age. Your customers read many online reviews which may impact the sales. Do not assume that the influential message on the sales campaign will run on a smooth road. Keep a sharp eye on customer feedback and the message that is being circulated on social media
- Make sure that your campaign is not hard to follow. Include a simple set of an action plan with workable backup programs
- Avoid stress and confusion. Find the loopholes from the current campaign and work on the solutions
Finally, evaluate the performance of your campaign – understand and summarize the key learnings. Find out whether your campaign met its objectives. Learn from the summary and use the information to design new campaigns in the future.
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How mobile phones are changing traditional promotional strategies
Surfing internet on a desktop or laptop is a thing of the past. Today, smartphones have taken the concept of surfing internet to a whole new level. And thanks to its immense progression, people are connected to each other anywhere and everywhere now.
Gone are the days of traditional promotional strategies on newspapers, magazines and traditional electronic media such as television and radio. Nowadays, people checks for Google recommendation before visiting a restaurant. Most of websites adapting mobile apps and Google inc. accepting only mobile-friendly websites. And with this progression, traditional promotional strategies slowly started getting obsolete. In this growing digital age, planning mobile-friendly marketing strategies is a must since it’s has become the most convenient and cost-friendly way to reach your target audience.
It’s Fast and effective:
Mobile marketing strategies are comparatively easy to execute since it’s less time consuming and easily accessible. easy to plan and so the campaigns become easy to execute. More and more devices have been becoming user-friendly and with the advent usage of internet, companies are able to connect with their customers directly with texts and calls. Through mobile promotional strategies, a business gets engaged with the right consumers who want to interact with their brand. The right set of customers receive messages, forwards it to their friends and creates an easy brand awareness.
A personalized approach
Brands establish personalized relationships with their customers through mobile marketing.Customers can choose and personalize what they receive on their phones and allow only those offers that matters to them. Most brands promote offers through their respective apps and customers access them whenever they check their phones since no one has time to go through their mails anymore.And this is the most easiest way out there to get direct engagement with their target audience.
Also,many customer provide their feedback on social media and other e-commerce platforms and this helps the companies to decide on their future course of action.
Impact of Social media
Companies should take social media as the first option to consider while carrying out any promotional activity. The impact of social media is so huge that every small or big business houses have started handling their social media profiles seriously. From branding to customer engagement, consumer feedback to interaction, social media has it all.Consumers can get all required information about their favourite brand by clicking on a single pop-up on their mobile screens.
In a nutshell, it’s impossible for a brand to expect a successful branding exercise without promoting it digitally. Planning your strategies according to the feedback data plays a vital role in carrying out a successful branding exercise.
Digital Rewards in Today’s World
Brands have been utilizing loyalty and rewards program within their customer community to keep their customers happy and well away from competition. From loyalty cards, discount coupons to scratch & win offers, brands have been using rewards as an incentive to create a customer base and also keep them loyal to the brand.
In the new digital age, such rewards have been upgraded. Digital rewards are the new ‘in’ thing that bring many advantages to both the customer and the brand. From making it easier for the customers to get their rewards to spreading the word about a brand, digital rewards have given the marketplace a new tool to expand brand reach and loyalty.
Digital rewards are both diverse and abundant. These are a few up-and-coming rewards that are catching the eye of the marketers:
eGifts
According to a study by Mercator Advisory Group, it was found that in 2015 most of the money spent on gift cards was redeemed as eGifts. With the heavy increase in digital buying, it makes more sense for brands to motivate customers through eGifts.
Moreover, brands can also use eGifts to rewards employees to acknowledge their hard work on projects or commemorate special occasions. This builds the confidence in the employees and helps with brand loyalty.
Coupons and codes
With greater numbers opting for online buying, it makes sense for brands to give their offers and discounts in the virtual world. Coupons and codes that are sent exclusively to loyal customers makes them feel special and helps retain them.
Mobile wallets
Incentives like cash backs and discounts, mobile wallets have taken online marketing by storm. Creating a niche where customers are incentivised for their buying behaviour has only increased the appeal of mobile wallets.
Benefits of digital rewards program
Increases the brand’s value
The power of digital rewards is that it gives the customer a sense of empowerment. With every amount they save or a prize they win, it helps build an image of a brand that it is not in business for the profits. It builds the image of a brand that genuinely cares about its customers.
Provides the customers with more choices
The brand gives the customers the option of choosing the kind of rewards they want. Either it would be as loyalty points that can be redeemed for discounts or gifts or in the form of promotional codes that are given to an exclusive customer community.
Customised rewards
Each reward program is made around the customer, their preferences, previous encounters with the brand and their redemption history. This makes the program more relevant and useful to the customer.
Instant gratification
Unlike the days when one had to send a letter to a brand with a token to get a gift, the digital rewards program helps both brands and customers get instant rewards. As soon as a customer provides a preferred action (like, tweet), the customer is provided with their reward. It needs less effort from the customer too.
Get rewarded anytime, anywhere
There is no limit to the application of digital rewards. People can be rewarded just by signing up for a newsletter and this can be done from anywhere. Because of the high mobility of the digital market, people can redeem their rewards just about anywhere.
Brings positive interaction between brand and customer
Everybody likes free gifts. Digital rewards help people collect more rewards doing what they do the most nowadays – being a part of the social media sphere. Reward programs also help in spreading the news about a brand since people share the newest offers with their friends and family.
Incentive to be a loyal customer
With the reward point application, people tend to stay loyal customers to get greater rewards over time. But the rewards need to be good enough to keep the customers interested.
Helps engage on the social media
Facebook and Twitter are where most of a brand’s customer base is situated. Potential customers also reside in the digital sphere. Having current customers talk about a brand on their social media helps in increasing exposure and value. Digital rewards do just that by giving customers freebies when they engage with the brand on social media.
Cost-effective
The cost of setting up a digital rewards platform takes less money than the traditional card-based loyalty programs. It is also easier for customers to check-up on their points and look for other offers that are available.
As can be seen, ‘digital rewards’ is the new mantra to creating a brand identity that is more personal and effective.
With RewardPort programs, your brand gets higher visibility among its customers.
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How can retailers attract customers through rewards?
A returning customer is payment enough. The retail space is evolving and with new competitors entering the market each day, it is becoming increasingly important for retailers to innovate. One of the easiest ways for retailers to say thank you to customers is to create a rewards program. But retailers can make rewards programs go beyond saying thank you. Establishing a reward program can be one of the best marketing strategies that a brand can adopt.
In a study by Nielsen, it was pointed out that customers were more likely to come back to a brand with a rewards program so that they can get to the reward faster. Whether the brand is giving out points, discounts or giveaways is for it to decide. A good rewards program constitutes of a few key elements; in-depth research about the customer is the start point to success. The next basic requirement is to define the basis of rewards; what does a customer need to do to earn the reward? The next step is to keep a track of the behavior and keep a tab on how receptive people are to the program.
The first and most obvious mistake that brands make is to think of rewards as a short term event. However, the easiest way to keep your customers interest in the brand is by updating, reinventing and rethinking how you are rewarding. Modern customers are aware and are often on the lookout for a better deal. Knowing that a customer rewards program isn’t timeless is essential.
Brands need to go beyond ’selling’. Personal communication is going to keep customers coming back. When creating a rewards program, brands must not hesitate in being generous with the most loyal customers. Putting in the effort to ensure that customers know that their well-being is being considered.
Make rewards actually rewarding. Ensuring that the rewards program in a way helps customers get to an object they desire. Whether it is a cash discount at the end of the year or a specific object that they can win over a period of time. Understand that customers are investing time and money and need to be acknowledged.
Retailers can start by rewarding repeat business. If the brand has a card or points, then rewards need to given out in a timely fashion without any hassle.
Another way for retailers to attract customers through rewards is to not even to create a direct reward, but a great reason for them to engage with the company. Many electronic companies offer free delivery, setting up, some even go on to help customers dispose of their products in a responsible manner. Especially when it comes to electronics. For example, batteries and outdated equipment that have a potential to create issues if not disposed of properly.
A rewards program is meaningful only if the customer sees value. At the end of the day, retailers must aim to deliver a reward that feels like a reward. One that the customer values and remembers. The rewards need to be enticing enough for the customer to be curious about the brand and the rewards themselves.
Create a program with RewardPort and give your brand the edge it deserves.
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ICICI Securities Limited – Success Story
Client Profile:
ICICI Securities Ltd is an integrated securities firm offering a wide range of services including investment banking, institutional broking, retail broking, private wealth management, and financial product distribution.
ICICI Securities sees its role as ‘Creating Informed Access to the Wealth of the Nation’ for its diversified set of client that include corporates, financial institutions, high net-worth individuals and retail investors.
Headquartered in Mumbai, ICICI Securities operates out of 66 cities and towns in India and global offices in Singapore and New York.
ICICI Securities Inc., the step down wholly owned US subsidiary of the company is a member of the Financial Industry Regulatory Authority (FINRA) / Securities Investors Protection Corporation (SIPC). ICICI Securities Inc. activities include Dealing in Securities and Corporate Advisory Services in the United States.
ICICI Securities Inc. is also registered with the Monetary Authority of Singapore (MAS)and operates a branch office in Singapore.
Situation
ICICI Securities Ltd. wanted to provide instant rewards to engage customers, reward customers for activity, reward customers on connect dates and festive occasion, reward customers for their patronage towards brand. ICICI Securities opted to run reward program for their icicidirect.com customer.
Solution
RewardPort designed/managed a value based e gift movie voucher good to redeem at 5000+ cinema / theater screen spread Pan India and customised redemption site www.isecmoviegv.promoredemption.com for beneficiaries. ICICI Securities Ltd, gifted free movie gift voucher to target audience via mailer and sms.
Results
ICICI Securities Ltd, successfully engaged with 70000 customers.
Omni channel engagement for small and mid-size companies
A recent study showed that customers are 58 percent more likely to tell others about their experience with a brand than they would have done five years ago. One important outlet for this exchange is the social sphere which gives consumers and businesses the opportunity to reach lots of people.
As the taste of consumers align with new market contexts, businesses must look for applicable ways to engage them beyond building traditional relationships. Most customers expect their vendors to engage with them through digital channels. Interestingly, it is not just one channel but an Omni channel approach. This includes the social media, the web, email and other channels.
Small and Mid-size companies must take advantage of these new outlets to drive their brand. The technological and demographic changes that are sweeping across the economic landscape have changed the playing field. Most customers prefer having their questions or problems resolved without needing to talk with a customer service agent. Furthermore, customers want to engage with a brand on their own terms; either through human interaction or a digital channel. Small and Mid-size organizations that do not offer multiple engagement channels may sabotage their relationship with their customers or remain at a competitive disadvantage.
It is important to have a portfolio of services that connect with your customers when and where they want. The Human and digital channels of interaction must be properly optimized. Every business can get a virtual receptionist team which can double as a virtual assistant. They would screen and transfer calls to a representative of a small business based on agreed schedules. Beyond the administrative functions of this team, they can process orders, make outbound calls, answer customer service questions and schedule appointments.
Another important platform is to run an effective digital engagement system. A good digital platform allows your customers to be educated on your business and product offers, amplify the sales process, resolve service issues, connect with prospects, answer customer questions and so much more.
When your Omni channel platform gives an outstanding experience to your customers, they ultimately become your brand advocates. It is essential to buttress the fact that great customer service occurs on multiple fronts. There is no leading brand that can retain a large share of the market by using one channel to reach its audience. Customers need a relevant, compelling and consistent service to remain loyal to a brand. When your business has many advocates pushing its case in the market, it creates a positive impact on your bottom-line.
On the long run, one positive customer experience reduces the number of service inquiries that you get. The customers who are loyal to your brand begin to share their good times with others. The place of good customer service goes beyond the one on one relationship you share with your customers. It is important to entrench your brand and connect with your market through the multiple channels that are available. With a careful forecast, investment and plan, any business can be able to position their brand as leaders with a viable Omni channel framework.