Article

Americo Congo
Americo Congo 1 April 2020

5 Essentials for Connected Experiences

Merging the physical and digital worlds can awaken opportunities and new realms of innovation for businesses. However, knowing where to start with such a transformation can be uncertain. Here are five essentials that will lead you in the right direction.

1. Fuse CX and EX

Customer experience exists in a feedback loop with employee experience. You can't improve ROX without improving EX.

Employee experience is the front line of customer experience, so those who feel valued, fulfilled, and knowledgeable will help to deliver better experiences both online and in person1. Invest in employees’ emotional commitment to brand purpose.

2. Engage Customers and Observers

Express your brand externally; driving brand equity and personalised messages across social media platforms will make non-customers wish they had such an experience.

5-essentials-blog-post_720.png

3. Don’t be Afraid to Invest in Sophisticated Data

Be sure to group behavioural characteristics into specific, distinct customer profiles. Who are your loyalists, and why? “Demographics can’t tell marketers how, when, where and why consumers shop.”2

4. Show Consumers they are Protected

Consumers’ brand agnosticism is hanging in the balance with this generation — nothing will send them packing more quickly than believing their data is at risk. Be transparent about data: tell them what data you are using, why, and how you will deliver value through the data you are using, like with a digital campaign video creating excitement around the personalized, entertaining, memorable experience they will have in store.

5. Think Strategically vs. Tactically

Invest in new in-store experiences based on data-proven needs for customers. Don’t blindly purchase large, shiny screens or sophisticated POS systems. Know what you are solving for before chasing the shiny new object. Will your new CX buildouts actually lead to new purchases or amplification, or just a “that’s cool” that doesn’t add to specific goals? Finally, don’t copy a competitor unless you know their activations will work for you.

valtech-mag-connected-experiences-blog_734.png

Please login or register to add a comment.

Contribute Now!

Loving our articles? Do you have an insightful post that you want to shout about? Well, you've come to the right place! We are always looking for fresh Doughnuts to be a part of our community.

Popular Articles

See all
Is Email Dead, Or Are We Just Bored With It?

Is Email Dead, Or Are We Just Bored With It?

In today's digital era dominated by social media, instant messaging, and collaboration tools, one question looms large: Does email still have a role to play? Some argue that it's on life support, while others...

Julia Herd
Julia Herd 22 November 2023
Read more
The Impact of New Technology on Marketing

The Impact of New Technology on Marketing

Technology has impacted every part of our lives. From household chores to business disciplines and etiquette, there's a gadget or app for it. Marketing has changed dramatically over the years, but what is the...

Alex Lysak
Alex Lysak 22 September 2020
Read more
The 3 Most Important Stages In Your Presentation

The 3 Most Important Stages In Your Presentation

If you want to deliver a presentation on a particular topic and you have to prepare yourself for it you should make sure that you go through several very important stages in order to craft a compelling, persuasive and...

Nicky Nikolaev
Nicky Nikolaev 16 February 2016
Read more
The Innovative Digital Marketing Strategies Leveraging AI

The Innovative Digital Marketing Strategies Leveraging AI

This article will assist digital marketers in grasping the advantages and disadvantages of employing artificial intelligence in their online marketing tactics. You will learn about the effects of AI on online...

joseph chain
joseph chain 17 October 2023
Read more
The Carrot of a Bigger Market is More Powerful Than the Stick of Legal Action in Driving Web Accessibility Investment, New Research Finds

The Carrot of a Bigger Market is More Powerful Than the Stick of Legal Action in Driving Web Accessibility Investment, New Research Finds

Getting web accessibility right is a massive commercial opportunity. The World Health Organization estimates that 1.3bn people worldwide are living with some form of impairment. The benefits of making it easier for...

Michael Nutley
Michael Nutley 30 November 2023
Read more