By Anurag Kedia
Digitalisation, e-commerce, or social commerce – each development in know-how is directed in the direction of one thing- seamless buyer expertise. Customer expertise is all the things a shopper perceives and feels a few model at every touchpoint. According to a research by PwC, 65% of shoppers discover a optimistic expertise with a model to be extra influential than promoting. For manufacturers like us, the place a lot is at stake at each touchpoint, seamless buyer expertise is one of the best ways for constructing buyer loyalty which in flip has again and again confirmed to convey extra gross sales and income.
However, a “seamless experience” can have a distinct that means for shoppers even when interacting with the identical model. As a new-age model, it’s our accountability to determine the appropriate medium for every shopper. For some, personalisation and human interplay are essential whereas others might want little or no human intervention of their shopper journey. Customising the trail for every shopper can sound daunting nonetheless, with such superior know-how at our disposal, the duty is changing into extra approachable. Also, once you evaluate it to the advantages, it’s only proper to take action. After all, a cheerful buyer turns into a model’s largest advocate. Satisfied clients flip into loyal clients thus bringing in repeat gross sales. Also, optimistic word-of-mouth has confirmed to drive model consciousness and straight impression buy choices for generations.
Omnichannel experiences
A shopper interacts with manufacturers by means of numerous channels – web sites, social media, e-commerce platforms, and with some, even brick and mortar shops. For any model, regardless of the trade, it has grow to be important to construct an omnichannel buyer expertise to make sure the time and power shoppers spend throughout an interplay shouldn’t be wasted. An omnichannel expertise permits shoppers to proceed the expertise proper the place they left even on a distinct channel. This helps manufacturers create enhanced worth and proposition within the minds of their shoppers. When shoppers contemplate your providing to be precious, they don’t shrink back from paying the appropriate value for it. Hence, in extremely aggressive industries, omnichannel experiences the largest aggressive edge for manufacturers. It additionally helps you construct a symbiotic relationship together with your clients thus changing into a purpose why they resolve to purchase your product over your opponents.
Community engagement and delight packages
A robust and related group surpasses all model techniques for growing buyer lifetime worth and retention. The model group or engagement enviornment turns into a floor for shoppers to not simply converse to the model but additionally to attach and provide worth. One of the commonest strategies of driving model group is thru loyalty/ delight packages. These packages, when carried out in the appropriate method assist manufacturers in holding their precious clients related and constant to the model. These clients in return spend extra money, provide insights and produce alongside extra clients thus driving in additional gross sales, income, and general worth for the corporate. Loyalty packages can even grow to be a useful place for us manufacturers to grasp our shoppers’ necessities and preferences which we will additional flip into our new choices.
Other components driving gross sales
Any firm, whether or not new or established, makes each effort to extend gross sales quantity since regular development is the one method to keep afloat available in the market. Apart from a seamless buyer expertise and an awesome product, there are inner components that may drive gross sales for our manufacturers. Factors like constructing the appropriate advertising and marketing technique by choosing the appropriate goal market, model positioning, value, and distribution strategies can have a big impression on a product’s gross sales. Also, optimising personnel, know-how, and automation of enterprise processes could make a big impression. As a model, we should have in mind the technological advances out there for our disposal and leverage them to mark our presence on completely different e-commerce platforms our goal shoppers are current on to succeed in the appropriate individuals on the proper time.
The writer is co-founder, and CEO, Pilgrim
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Source: www.financialexpress.com”