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2020 Year Of O2O- B2C Industry Case Study How To Build Customer Relationships?

2020 Year Of O2O- B2C Industry Case Study How To Build Customer Relationships?

This case study is of adventure trekking company. So they are in this business for last 30 years. Our analytics team has found, out that 30 to 40 percent of the website visitors are all 50 and 60 age groups visiting our website, spending substantial time but not taking any action, neither booking any treks and this trend continued for few months.

Then our sales team connected with all the audiences from our CRM platform via phone and then ask them for inputs and the feedback on the website and on the treks.

So the two major concerns that came up from this conversation were:
A) They found out that the trek information, mentioned on the website is more relevant to a younger audience. The treks were not applicable or suitable for them. And.
B) The second major concern was online payment. They were worried about whether the transaction is safe and secure.

So with this input, we changed our entire communication strategy online. So trek information was changed in a way where these age groups got to know which treks are suitable for them. And then lots of campaigns were created, via WhatsApp, phone calls, personal meet seminars & events. Where they were educated about how doing online transactions is safe.

So this way and slowly started seeing a lot of online bookings happening, from this age group. So they were happy. They not only refereed treks to their friends but now they are coming up in groups.
This not only helped building relationships but also improve sales.

Tips For Building Relationships.
For the Young Age group Audience:

  • Consistent connect via Social Media platforms.
    For Mid-age group Audience
  • Focus on “Trust & Security”
  • Use CRMs for consistent & integrated connect
    For Senior age group Audience
  • Create channels for personal connects
  • Engage this audience with social meets & events.
    Note: Please evaluate your audience with offline online pointers for each category to build personalized customer experience.

To Know About O2O click on this link https://youtu.be/OGQ9CtFAOe4
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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
Share, and Subscribe!!!
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