Tag: customer engagement

Customer engagement is an age old saga with consumer marketing sector. How exactly do you keep customers loyal and constantly engaged to a level that meets their need in all equal measures is often rather difficult to dissect. It is very unlikely to come across any business or brand in our digital age with absolutely no digital footprint. Think social media platforms as a starting point, every major business has some sort of social page linked to their website in-order to drive in-bound marketing.

So it is therefore paramount that one takes advantage of what they already have in their possession, as opposed to chasing what they do not understand. Social proofing is like the modern day currency of the virtual world. If you get it right, then you are in business for the long run. However any signs that your customers are not necessarily happy with your product offer or customer service goes viral as fast as one can blink. Understanding this new social “richness” and how to manipulate it and put it to good use for your business is just as important as running the business itself.

The problem with brick and mortar’s struggle to match the successes of the on-line world, is that they think that no one really cares about anything that happens on off-line. The sad and rather slow grasp of the fact that on-line and off-line worlds are increasingly becoming blurred because of the emergence of ibeacons and internet of things, is yet to be communicated across properly. You see, the thing is people really do care about what is going on with their favourite brands or businesses. They want to know what other people really think of their products before they buy them and whether their circle of friends will approve. It therefore comes as no surprise why businesses need to tap into their social proofing in-order to generate even better revenues.

With 85% of customers reading on-line reviews before making up their mind towards a purchase or venturing to a new restaurant, it certainly crucial to include customer review in real-time, so that chances to boost a brand’s social proofing are not missed. There a number of way to achieve this: the new Reyou app, provides an opportunity for brands to really see what their customers are saying about them. The Reyou app works with Apple’s ibeacon technology and will trigger customers to review a product or their experience at a particular shop, bar or restaurant, which automatically tags your brand and is shared on their preferred social platform. This is particularly important where proximity marketing and contextual customer engagement is involved.

It means that for every user of Facebook or Google looking for some where to eat or make a purchase, your business will reap this reward of favourable social proof because their friends have been there already and that gives them the re-assurance they seek.

Millenials are a weird bunch and over the past couple of years, we have witnessed brands swiftly go bust squarely because they have just refused to adopt technologies that keep this demographic engaged. 2015 is certainly not different, with the internets of things debate still dominating headlines in the world of tech and more businesses than ever deploying and adopting innovative POS systems and the ibeacon technology powered by Apple. We at Reyou Limited have sought to decimate and better help businesses understand why this shift in customers engagement pattern is so instrumental in the survival of their business

The most striking result to have emerged from this rapid change in consumer behaviour is the recent survey which concluded that “82% of millenials are more likely to use their phones than speak to a sales associate”. So it begged the question, why is this shift in consumer buying behaviour  so instrumental for businesses and why exactly should it bother brands as to where their core audience’s preference lies. The not so obvious answer to this really is, to understand your customers and better cater to their needs, you as a seller, need to understand their buying patterns and where they spend the most time during those crucial buying phase. i.e. mobile

Mobile is now king, and it is set to out-number PC’s in terms of the amount of purchase, payment and engagement generated via this channel in 2015. So it comes as no surprise as to why millenials would rather use their mobile devices than speak to a sales associate, who in their opinion might have a limited knowledge on what they seek versus the internet which harbours a great deal of information. The apps now being used by brands have become a lot more sophisticated and engaging in-terms of the contents they push out and how their rewards programs is merged with the app in real-time.  With the implementation of ibeacon technology and location specific marketing from the likes of Facebook, Google, Groupon and Shazam the fight for domination in proximity marketing is just getting started.

Brands are now looking to strategically align themselves with new start-ups working with innovative technologies from the ibeacon to payment companies, seeing as a good deal of their business is already being patronised by the millennial demographics, for which they want an access to. For example Reyou limited partnered with UCL decide to bring their ibeacon powered app to their 23,000 plus students. Now business looking to tap into this millennial’s obsession with their mobile phones can either create an engagement question which is pushed out via a form of notification to these thousands of students. Reyou’s users who opt-in to notifications can engage with these brands via our platform in-return for a boost in real-time engagement from this demographic and increased brand awareness amongst this category of users and peers.

The impact of the ibeacon technology for businesses and brands especially when it comes to the millenials is huge. They more than ever will have access to coupons, rewards, information and video contents of the products they intend on purchasing in real-time. Meaning that they will only be interested even some more, in products that are relevant to them based on their location, context and current mood. Further emphasising the need for personalised offers and behind the scene use of dash boards to better target a business’s core audience in real-time, draw them to your location and engage them in a way that encourages more spending than they originally anticipated.

For help implementing an ibeacon strategy, contact us on twitter @reyou_biz

 

Telling your brand story

 

Brand story telling in a digital age has evolved tremendously. The push effect that once formed part of a brand’s marketing strategy has died, albeit a rather painful death. We are increasingly witnessing brands tap into their customer base in-order to tell their stories to their core audience. Understanding the stories that your customers are interested in and are willing to share is the key to gaining traction in a digital age, where videos are the new frontier in selling to a targeted audience.

However it is still crucial that brands understand that story telling is more than just whipping out contents or blogging. It is the values and mission statements that underline the brand’s identity as to who it is and who their audiences are. It is listening to your customers and understanding what it is that they require of you as a brand, in-order to maintain their loyalty and also implementing those pull strategies so as to create a passionate and loyally engaged customer.

The absence of a story in a brand’s trajectory towards growth will not only limit such growth but also presents it as nothing more than an “ordinary” product, that is easily replaceable. The competition to be noticed is fierce and more often than ever, we see brands borrow into their audience’s creativity so as to drive their next campaign. A good example is the recent McDonalds campaign “pay with love” which will run till the 14th of February. By using its regular customers to tell its story, McDonald is strategically using its customers as advocates for its brand. By advocating for Love via its customers, it is aligning the story of the brand with that of its customer’s values, but using its customers to tell that particular story. Thereby creating an engagement and spike in search for their brand.

There are many ways a brand can tell its story, but being clever about it really pays off. Understanding where your core audience spends most of its time is also key to boosting the engagement generated by your story. A good chunk of our time is spent on mobile devices streaming videos or communicating via social media. So it is fairly paramount that a business would naturally focus on this area where their audience spends the most time. Innovative technologies has also made it possible for brick and mortar businesses to tell their stories without the need to go on-line. The ibeacon device invented by Apple means that brands can now beam or push their stories via notifications to their customers, so long as they are in close proximity to the device. For example a brand implementing a beacon strategy can in real-time push customer recorded videos of their in-store experience to nearby customers, enticing them with offers and further implementing a call to action to take a picture or film a brief video of their own personal experience and share it on social media.

Without being aware, you have as a brand, included your customers in your story telling. They are doing the bulk of the social proofing for you and helping you build trust with the outside world by being advocates of your brand through their individual stories.

For help with integrating ibeacon contact us @reyou_biz on twitter.

How to re-engage customers using ibeacon powered apps.

Does the word “how do I engage with my loyal customers” resonate with you. We do not mean engagement as per “how was your meal” but engagement that serves a purpose to promote the brand on social media. Saying  “oh I have a Facebook page, where everyone leaves a comment and I get back to them” surely isn’t enough in a fast moving digital age. In all sincerity, no one sees this comments and the chances of their Facebook friends being aware of your excellent product or customer service is literally close to non-existence.

When we at Reyou.me speak of engagement, we are alluding to real-time, up- to-date data, that lets you know what your customers think of your product offering and customer service, which in-turn is shared with your customer’s friends on social media. We help off-line brick and mortar integrate technology into their businesses, in-order to foster greater exposure to a much larger audience. Our app integrate ibeacons which push reward notifications to loyal customers within  close proximity to your store, prompting them to do something social for your brand in return for a reward that is redeemable in-store.

 

iBeacon powered social engagement

 

This engages your customers to review your products to their hundreds and thousand of followers, who will get a prompt real-time review of what you offer. The additional benefit of such an engagement is the assurance that you are bound to have customers coming through the door as a result of such exposure. As more and more of us are relying on social media reviews of brands prior to purchasing a product, it is certainly no surprise that more companies are adopting and integrating ibeacons and the Reyou app, to help bolster and turn a ghost follower into a fully engaged follower and brand advocate.

Understanding your customer is the key to achieving a strong ibeacon powered engagement campaign. Using the dashboards provided, you can track, customise and communicate with your customers in real time. For example if your ibeacon device detects a compactible app, you can automatically send a welcome message to the customer the minute they get in through the door. Creating a personalised welcome message instantly engages the customer to click on the notification where you can further inform them on your latest deals, discount and rewards available. The core of the ReYou app is that it provides a platform to turn your customers into true advocates. Rather than waiting for your customers to get home and review their experience, you can prompt them at any point of sale to rate and comment on their experiences. These reviews are also tagged to specific locations so that Google maps and Facebook places can both pick up on it, giving each individual business and brand a much higher SEO ranking on the web and a much needed social proof.