Marketing and sales processes As consumers, we’re increasingly accustomed to frictionless transactions with products, services, and brands. What does friction mean? It’s when we create barriers in the way our customers make decisions and purchase our products or services.
A good example is the difference in experience between calling a taxi before
Uber and after your experience with the company.
Before:
You had to call a local taxi company or rank – or try to hail a taxi on the street;
You would get in the car and have to marketing and sales processes tell the driver what your destination was and give them directions to get there, hope they knew where it was or put the address into their GPS;
After the ride, you had to pay:
The driver had to have change, you had to write a check;
You get out of the car without an easy way to provide feedback on your experience.
Now:
You download an app that has all the germany telegram data necessary payment information built into the setup process;
When you call a ride, you already enter the coordinates for your destination, saving this step for the driver;
The car comes directly to meet you and your
Driver already knows where you are going;
At the end of the ride, simply say try to appear in google top stories thank you and get out of the car – payment and feedback can be handled directly marketing and sales processes in the app. You’re at your appointment and the driver is ready to take on the next customer.
While many B2C companies have already started to optimize their processes to avoid this type of friction as much as possible, many B2B companies have not yet started to think of ways to provide a simplified purchasing process for their buyers.
What to include in your 2019 digital marketing plan:
Using external resources or past customers to identify areas of friction in your sales and marketing process;
A strategy to reduce friction for new betting email list and existing buyers.
Automate website communication with chatbots
When we go to a physical store, we like to have customer service representatives available at exactly the right time, not a moment before or a moment after.
Live chat and chatbots can be a great way to connect
With your users when they are ready to talk to your business.
An important advantage is that thanks to machine learning, chatbots are improving and increasing their effectiveness in the process.
Now, instead of relying on large support marketing and sales processes teams, many companies have switched to automated chatbots that help filter visitors and answer initial questions before sending them to a salesperson.
What to include in your 2019 digital marketing plan:
Determine whether a live chat or chatbot strategy is right for your business and your customer profile;
Research different chatbot technologies before implementing one;
Implement a chat strategy, including a process for responding to chat requests on your website.
Prioritize customer feedback and comments
In today’s business world, data is everything. But many companies fail to collect and especially analyze this information when it comes to customer reviews and ratings.
Remember that not only do reviews factor into Google’s ranking algorithms, but they’re also a great way to collect qualitative data about your customers.