Happy New Year 2020 - Future Of Customer Experience Is O2O

Happy New Year 2020 – Future Of Customer Experience Is O2O

Happy New Year!
2020 marks the beginning of the new decade- full of opportunities, advancements, and growth. However, the road has its challenges threats and disruptions too.
The biggest opportunity and disruption for any business from now on will be “PCX” i.e. Personalised Customer Experience, given their preferences, lifestyle, technology and transactional behavior.
Over a time period with changing technology, lifestyle, behavior, customer experience is becoming more personalized across industries? Whether it is B2B or B2C industry.

Question: Moving ahead, how can businesses bring in “PCX” Personalised Customer Experience in their marketing & sales?
Answer: 2020 Year Of O2O.
O2O means Online to offline & vice versa Or Omnichannel To Omni Commerce, which encompasses a variety of audiences across the board to suit the requirements. Make no mistake that your biz may not be catering to a particular age category at this point, but this is what disruption is all about. It can change any date. 20 age group move to 40 age grp move to 60 with changing pattern. Hence the biz using O2O approach you can ensure-

  1. Building Sales 2. Building Relationships 3. Establish Future Requirements
    Across this wide spectrum of an audience for sustainable growth.

Question: What’s new about this O2O? How to ensure these 3 values with the O2O approach?
Check out a business case study for each of these values with the O2O approach.

——-Case Study: Building Relationships—–
One of our adventure tour clients. They are in the industry for the last 30 years in this biz conducting adventure tours. Now the category of their customers who were in their 20s had started have now moved to the 40s, some started in their 40s have now moved to 60s. Their enthusiasm passion for trekking is there, but their lifestyle, health, etc. has changed.
Therefore the requirements with what their business was doing earlier are miss matching.
To watch detail case study click on this link https://youtu.be/bf07b8oRf6o

——-Case Study: How To Establish Future Requirements?
This is a manufacturing company. With the audience: 20 age group is executive, business managers, 40 age group is mid-management CEOs 60 are with a traditional mindset.
So how the varied age group audience preference was addressed using O2O?
To watch detail case study click on this link https://youtu.be/S9fwhQpprBs

—–Case Study: Building Sales
This is an online portal, who deals with 2 & 4 wheeler spare parts.
To watch detail case study click on this link https://youtu.be/M_IOnh9Qesw
Note: Please evaluate offline online for each category & build “PCX”.

Feel free to share your ideas & views about O2O ts or email us @ business@zoomyourtraffic.com
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Uber Yourself Or Get Kodaked.

Uber Yourself Or Get Kodaked…

Apple easy, Google fast: The experience management culture

Technology has taken centre stage in the success of companies today. With the likes of Uber, Amazon, and Deliveroo changing the way we live, shop, work and consume content, innovation is happening faster than ever before. In light of economic uncertainty, it’s become even more vital for businesses to deploy cutting-edge technology to maintain competitiveness.

Over the course of the next year, board-level conversations will be dominated by ways to ensure a seamless customer experience, formulating tactics to embrace disruptive technologies, as well as grappling with the implications of the future workplace. 

Digital disruption is affecting nearly all businesses:
Consumers can now order a meal, book a taxi and do their shopping with a few clicks of a button, without even leaving their living rooms. As a result, customers are increasingly expecting services to be ‘Apple Easy’ and ‘Google Fast’ in all aspects of their lives, demanding quick and seamless experiences across the board.

Customer experience management will continue to be a driver of success across all sectors in 2020. For many organizations, this means going back to the drawing board and incorporating customer-centricity at the core of their business models. As digitally native brands take a data-driven approach to provide frictionless experiences, customers will no longer tolerate dated technology with legacy systems and antiquated processes.

In the retail sector for instance, roughly 93 percent of UK internet users are expected to do online shopping by 2021, the highest online shopping penetration rate in Europe. However, as the e-commerce market becomes increasingly saturated, and the high street continues to decline, customer experience will be the central factor to help incumbent brands cut through the noise in the market.

Experience management extends beyond the end user to include other important stakeholders such as suppliers, partners and employees. Over the next 12 months, companies will increasingly need to acknowledge the need for a close link between good employee experience and exceptional customer service.

Engaging and retaining employees requires a big shift in company culture. A data scientist might choose to work in Silicon Valley not just for the financial benefits but for the culture of innovation it fosters and the opportunities to grow.

This results in companies such as Facebook and Uber – already excelling at customer experience – attracting the best talent. To avoid this brain drain, companies must look to emulate this culture and provide similar opportunities on this side of the pond, creating a superior experience for their employees.
Read More

Source:  Marcell Vollmer

How AI is Disrupting Google Search?

How AI is Disrupting Google Search?

 A good view from Eric Enge on how Google is improving its search result quality with Rankbrain – its newish AI powerered algorithm.

However, and it’s a big however, 50% of new millennials don’t use search at all – they are simply told stuff by other people – combined with AI assistants like SIRI and Google NOW being pre-emptive. . . search may actually be decreasing. . .

From Fast company: “A new study offers a peek behind the scenes at how Google structures its search results. The study focuses on how Google’s RankBrain algorithm, which was first announced in October 2015, parses the English language. It’s one of the most detailed efforts to understand the algorithm to date.

“Google improved in about 55% of the queries that they didn’t understand back in July of 2015,” study author Eric Enge told Fast Company. “Honestly, I think that’s pretty amazing.”

Enge, who works for marketing consulting firm Stone Temple, focused on how RankBrain works compared to other Google machine learning products. He then made inferences on RankBrain’s behavior and results, which is something Google has not extensively discussed publicly.

In order to conduct the study, Stone Temple compared a sample set of 1.4 million pre-RankBrain queries to Google’s current search engine. They then analyzed a small remnant of search queries from the older set for which Google didn’t provide appropriate results.

After the launch of RankBrain, 54.6% of search queries that previously returned irrelevant results began returning appropriate results.

Some of these hard-to-resolve searches included queries like “What is low in the army” (Where the searcher is believed to have been searching for “what is low rank in the army”) and “Why are PDFs so weak” (Which, in the older version, first showed PDFs with the word “weak” rather than results about the security of PDF files). Stone Temple also saw what appear to be improvements surrounding specific phrases like “What is,” “Who is,” and “Where is.”

“We also found certain specific classes of phrases they handle better,” Enge said. These certain misspellings, such as when users misspell “Qatar” (the country) as “Cutter.”

One of the things Enge emphasized in the report is that he believes RankBrain has a negligible effect on SEO. He writes that it “simply (does) a better job of matching user queries with your web pages, so you’d arguably be less dependent on having all the words from the user query on your page.” The biggest changes from RankBrain, he added, have to do with increasing search quality and creating a likely framework for Google to apply further machine learning improvements to its search engine”

Read More
Source John Straw

Online Saal Bhar Diwali Ghar Par...

Online Saal Bhar Diwali Ghar Par…

Saal Bhar Kya Kiya??
Online payments? Online food deals? Online messaging? Emails? Online Dating? Online Shopping? Online .. Online… Online !!

Ab Bas Ho Gaya !!!

Iss Diwali ko … Online Band Kar do!
Diwali Family Ke Saath Ghar Pe Manao …
Isliye keh rahe hain – Online Saal Bhar, Diwali Ghar Par!

Check out our five part social post series that highlights why “NOT” being online all the time can actually bring joy and happiness in your life?

Go Shopping with friends not apni dukaan…

Greeting card bhejo, app message nahi….

Mummy ke laddoos, no meals on deals…

Behna ko cash do, ATM mat karo….

Selfie with family, Smile please…

Auto Industry Disruption And Digital Marketing

Auto Industry Disruption And Digital Marketing

There are structural changes and disruption that the auto industry is going through not only in India, but globally and eventually this will impact the turns marketing will take, and also enter some new lanes marketing has not ventured into earlier.
There are three tectonic forces hitting the auto industry simultaneously, and even one of them would be powerful enough to disrupt the entire industry. This powerful trifecta of forces is fleets represented by app-based Cabs -on-demand like Uber/Ola, electric vehicles EV replacing IC engines, and finally, autonomous or driverless cars. A lot is written and said about the first two – the shared economy phenomenon, and the advent of electric. Not much attention, however, is paid to the third major disruption – driverless or autonomous cars. Most of us tend to believe that this is something that will never happen in India or will take a huge amount of time.

Autonomous cars will become a new marketing medium. In some sense, the car will become the new living room, with the lounging space and a host of entertainment options, and multimedia screens dotting every available surface inside the car. This will give a range of cross-channel opportunities for digital marketers,that could combine the offline and online mediums. There could be seamless advertising across car screens and billboards that the cars pass by. As the car nears a retail outlet, the two could communicate with each other to alert the passenger of discounts and offers. Your phone, the car, and physical outlets would work with each other seamlessly and present great marketing opportunities using connected IoT devices. Targeted advertising could mean something totally new, as the vehicle itself could be ordered (with consent, of course) to take the passenger directly to a new restaurant or outlet for introduction offers. Business development could itself develop.

For marketers, thus, there will be three huge challenges and opportunities:
• Precise location-based targeting: it will become very critical to integrate both physical and digital across cars, devices and the outside physical environment (billboards, retail outlets, fuel stations, restaurants) on the move, and build effective and powerful cross-channel communication and promotions
• Hyper – personalisation: Data from ultra-intelligent autonomous vehicles will afford even greater personalization opportunities. Ads could be served very effectively based on even physical purchase/visit history, not only the digital one, for example. Entertainment options could be very precisely tailored.
• Real-time marketing: Alerts, ads, and messages will be based on where the customer is and what her destination is. Content can be dynamic and contextual to the location and intent
Technology tends to greatly influence how customers think and behave, and disrupt businesses. This happened with cars, with television, the PC and mobile phones. A similar, massive disruption will happen again, with autonomous cars. Good marketers have looked upon each disruption as an opportunity and innovated and not just adapted but leapfrogged using such shifts. Happy not-driving.

• Hyper – personalisation: Data from ultra-intelligent autonomous vehicles will afford even greater personalization opportunities. Ads could be served very effectively based on even physical purchase/visit history, not only the digital one, for example. Entertainment options could be very precisely tailored.
• Real-time marketing: Alerts, ads, andmessages will be based on where the customer is and what her destination is. Content can be dynamic and contextual to the location and intent
Technology tends to greatly influence how customers think and behave, and disrupt businesses. This happened with cars, with television, the PC and mobile phones. A similar, massive disruption will happen again, with autonomous cars. Good marketers have looked upon each disruption as an opportunity and innovated and not just adapted but leapfrogged using such shifts. Happy not-driving.
Source:Devendra Chawla and Jaspreet Bindra

Online Promotion Programs For Businesses

P-Organic

For companies, who feel the online presence is necessary but may not be their primary source of business generation.

Click on image

What BENEFITS to expect?

  • Consistent Google Search Indexing & Rankings in your business domain/market
  • Maintain Consistent Visibility of your online brand across the web
  • Build Website Traffic to orient with your services/products  
  • Generate Prospects and Relevant Leads through timely communication and improved user connect
  •  RESULT? – grow your business online at Fraction of a Cost (compared to having a sales team member)
  • Stand out from the competition.

What will ZoomYourTraffic do?

  • Analyze your website to create strategy for your business market (audience, service positioning, approach to reach out effectively, identify platforms to promote, design systems for better traffic connect, etc)
  • Run our campaigns month after month to ensure website position on web (rankings, visibility, traffic, social signals keep improving) and business (relevant prospects converting into leads for business)
  • Monthly analytics review to be shared with you for performance of website and various goals set.
  • Quarterly meeting to review website performance
  • Suggest ideas and concepts to expand market scope and new opportunities that online market will throw…

Key Highlights

  • Website re-alignment suggestions and review based on strategy with NO extra costs involved.
  • Track performance of your website yourself. This is important since it will help you LISTEN to your market and develop new services/products.
  • Keep track of competition. Very important to define your USPs and values to project to your customer (Quarterly competitor analysis report)
  • Customers will find your business, rather you looking out for customers…..

P-Lead

For companies ready to get going with their online business.

Click on image

What BENEFITS to expect?
a.Business Signals

i. Generation/Tracking of leads from the website with correct attribution (Deliverables – Lead collection report)
ii. Lead management evaluation/audit/review based on website interactions(Deliverables – Lead categorization report –Geography-wise/Product wise)
iii. Insight into user behavior on-site (Deliverables – User Engagement Report)
1. Products being viewed
2. Geographies viewing those products
3. Demographics of visitors
4. The pattern of user behavior on the website.

b.Branding Signals
 i. Google Ranking for keywords with competition analysis (Deliverables – Google Ranking Report
ii. Social Signals (LIKEs/Shares/Reviews/Rating).


P-Enterprise

Not all businesses market for business. Lucky ones! Brand Image, Reputation, and Market Appeal are more important for established businesses. Rediscover your brand power using our Enterprise Branding solution.

Click on image

Brand Building Through Social Messaging

Initial brainstorm:
This festival marks the birth of the Lord Krishna. Line of thought was to depict his values and image as savior of the universe.

Discussion:
It was thought out that we should focus on Makhanchor (Butter thief) concept. The idea is to highlight naughtiness and activity among children to promote healthy life and relationships.

Since our brand is about security locks, the campaign focuses on accepting the “Good thieves” and locking out the criminals as preached by Lord Krishna.

Captions set:
1.No locking this Makhanchor
2. The only “Chor” we cannot lock away
3. When this “Chor” is around, you don’t lock your door…
4. Our locks secure your home door except from this “Chor”
5. Hurry, lock your doors…here comes the Makhanchor
6. Welcome Makhanchor, other “Chors” beware
7.मजबूत है ताला, मजबूत है डोर, लेकिन क्या करे जब आए माखनचोर

Social Post Samples:
Option #1
HappyJanmashtami
Welcome Makhanchor! Other Chors Beware…

DahiHandi #JaiShriKrishna #LordKrishna #Janmashtami #Krishna #LordKrishna #HareKrishna #India #God #KrishnaJanmashtami #Hindu #Festival #JaiShreeKrishna #Kanha #Janmashtami2019

Option #2
HappyJanmashtami
मजबूत है ताला, मजबूत है डोर
लेकिन क्या करे जब आए माखनचोर ?

DahiHandi #JaiShriKrishna #LordKrishna #Janmashtami #Krishna #LordKrishna #HareKrishna #India #God #KrishnaJanmashtami #Hindu #Festival #JaiShreeKrishna #Kanha #Janmashtami2019

Option #3
HappyJanmashtami
Hurry, lock your doors…here comes the Makhanchor

DahiHandi #JaiShriKrishna #LordKrishna #Janmashtami #Krishna #LordKrishna #HareKrishna #India #God #KrishnaJanmashtami #Hindu #Festival #JaiShreeKrishna #Kanha #Janmashtami2019

Option #4
HappyJanmashtami
Welcome Makhanchor! Other Chors Beware…

DahiHandi #JaiShriKrishna #LordKrishna #Janmashtami #Krishna #LordKrishna #HareKrishna #India #God #KrishnaJanmashtami #Hindu #Festival #JaiShreeKrishna #Kanha #Janmashtami2019

Social post published on 23rd August 2019 on all social platforms
Watch the complete process

Online Customer Journey Case Study

Omni-Channel At Work

At the beginning of this year, we announced our Omni-channel digital marketing methodology to educate, engage and enable businesses online. Here we present a real customer journey using this system.

Iteration 1 (Week 1 – Jun 2019)
Customer Registers with our LinkedIn Ad Evaluate Website

Iteration 2 (Week 2 – Jun 2019)
Based on our Phone, Email and WhatsApp communication – customer reviews but drops off (decision postponed)

Iteration 3 (Week 2 – Aug 2019 – 2 months later)
Customer locates our JustDial account and connects via phone again

Iteration 4 (Week 2 – Aug 2019)
Reviews website again

Iteration 5 (Week 3 – Aug 2019)
Keeps engaging with our WhatsApp and Emailer connect programs – asks questions and offerings

Iteration 6 (Week 4 – Aug 2019)
Sets up a personal meetup at our office over phone/WhatsApp

Iteration 7 (Week 4 – Aug 2019)
Visits our office with direction guides using Google Maps/Google My Business.

Iteration 7 (Week 4 – Aug 2019)
Reviews proposition with our team in person

This is our typical omni-channel customer journey model….

Indian market is ripe for online advertising disruption, says Criteo research

Indian market is ripe for online advertising disruption, says Criteo research

Key Insights:

  1. 49.4% of Indian survey participants stopped shopping from a brand that they were loyal to before because of poor customer service
  2. 83.3 % said YouTube helps them most to discover new brands
  3. 60.9% would try a new brand for the first time because it provides a discount that is personalized and relevant, and this also appears to be the best way to gain customer loyalty
  4. 44.4% strongly agree that their purchasing decision is affected by a company’s mission/values
  5. Customer service is still key as it is the main reason for remaining with a brand (62.3%), or for leaving if customer service is poor (49.4%)
  6. Consumers are least loyal to Groceries brands and are most loyal to Jewelry & Luxury Goods

The online shopping market in India holds tremendous potential as it has some of the largest consumer segments across each e-commerce category, and it is focused on innovation, research, and development, making it one of the leading e-commerce markets in the world. Advertising and technological advancements have led to better-personalized experiences as it allows the communication of hyper-personalized messages that resonate with the target customer.

Criteo, the advertising platform for the open Internet, unveiled the survey report titled ‘Why We Buy’.
The survey was conducted across 10 countries, with over 10,000 respondents split almost evenly over all countries. The report in respect of India highlights that 90% of Indian consumers are willing to consider a new brand across all the shopping/product categories, which is the highest compared with consumers from the other countries surveyed.

The report gave us insights into how consumers discover brands, with Omnichannel discovery on YouTube, Facebook and websites as the top channels – but they were far from being the only source. Relevance makes a difference- 66% of Indians like that online ads can help them in discovering new products, while 57% like online ads for reminding them of products they’re interested in, and 51% like that online ads offer discounts for products.

It has been phenomenal to witness the Indian consumer behavior and we are glad to share this on a larger platform for the benefit of the Indian advertising industry which has evolved from being a small-scale business to a full-fledged industry. It has been phenomenal to witness the advancements of technological innovation in advertising over the years. The shift of ad spending from traditional to digital media is happening at a rapid pace. The advertising and marketing sector in India is expected to enjoy a good run. Growth is expected in a retail advertisement, on the back of factors such as several players entering the food and beverages segment, e-commerce gaining more popularity in the country, and domestic companies testing out the waters”, Siddharth Dabhade, MD, Criteo India, said.

Source: Criteo

How WhatsApp Engagement Campaigns Are Helpful For B2B Customers?

How WhatsApp Engagement Campaigns Are Helpful For B2B Customers?

1) Our biggest learning in this exercise was our findings that
“People now prefer to read messages via WhatsApp over email.”
That’s a very important and critical input for our business. e-Mail is generally confined to laptops and office-based scenarios whereas  WhatsApp is a mobile-driven messaging system and in today’s world when people are on the move all the time, communication on the fly is very important.
Therefore this transition was definitely not unexpected. But now once we’ve realized through our campaigns it makes a hell of a lot more important that we really focus on this aspect and start building our messaging which is more of WhatsApp oriented which will really deliver on time and reach the customer’s inbox right away.
2) The second most important observation that we found on WhatsApp was “The messaging was more direct as opposed to email which was more indirect.”
What I mean by direct messaging was the responses were more in terms of decision making or action-oriented. For example: let’s meet or lets discuss on a call or when can we start with this project or when can we connect to discuss this further. Whereas on e-mail it was more of OK send us more information. Can you send me some examples of your work? So these are more indirect.
So with WhatsApp what the observed was people were more eager, more action-oriented when it came to messaging via this medium. Therefore it also helped us in speeding up communication and decisions on projects. Isn’t that powerful?
3) The very fascinating aspect of WhatsApp is it’s ability to immediately notify you that whether your messages have been sent, whether they’ve been received and when that read using those gray and blue checkmarks, right?
Now this is so powerful as a business to understand ,who is reading your messages, who is ignoring them, what times they’re reading those messages this become such an important data as a business to know and categorize the customers on what kind of content has been read when it’s been read, who is reading it. And then you can realign or re-categorize your content to send out specific content to specific groups at specific times so that you can really develop an engagement and again improve on your decision making Get your customers so engage they want to talk to you.
So using this WhatsApp platform we have were able to understand and learn a lot of things.
The learning is always on and you are really learning new fascinating aspects using this program which we will keep on sharing with you in the coming days and months.
If you have any questions or suggestions for us, please write to us on the email @ business@zoomyourtraffic.com or in the comments section below.
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