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
Top 10 B2B Platforms to Help your Business Grow Worldwide

Top 10 B2B Platforms to Help your Business Grow Worldwide

Although the trend of a Business to Business portal is not new but the evolution of technology has indeed changed the way they function. Additional digital trading features and branding has taken the place of...

Salman Sharif
Salman Sharif 7 July 2017
Read more
7 reasons why social media marketing is important for your business

7 reasons why social media marketing is important for your business

Social media is quickly becoming one of the most important aspects of digital marketing, which provides incredible benefits that help reach millions of customers worldwide. And if you are not applying this profitable...

Sharron Nelson
Sharron Nelson 6 February 2018
Read more
Top 10 Skills to Become a Rockstar in Digital Marketing

Top 10 Skills to Become a Rockstar in Digital Marketing

Technology is continuously evolving, prompting marketers and entrepreneurs to dive into digital marketing to increase brand awareness, reach their target market, and ultimately drive sales and profit. 

Jessica Andriani
Jessica Andriani 7 September 2018
Read more
How to Win Business with Visual Marketing

How to Win Business with Visual Marketing

Do you want a fail-proof visual marketing strategy to win business? Check out this post for tried-and-tested tactics, illustrations, resources, and hacks.

Gaurav Sharma
Gaurav Sharma 20 May 2020
Read more
Electronic Signatures’ Key Role In Customer Experience

Electronic Signatures’ Key Role In Customer Experience

A new survey by London Research and Adobe shows companies using electronic signatures see the improvement in customer experience they deliver as being one of their most important benefits.

Michael Nutley
Michael Nutley 21 May 2020
Read more