Technology has taken over an indispensable part of people’s way of living
and in entirety human life in this jet age, from personal computers to smart
phones, all the way up to LED screens and social media platforms. Markets have
become enlarged and more than ever before customers are more sophisticated and
open to numerous offerings on a daily basis as majority of the human population
made up mostly of millennial and the Gen Z spend nearly nine hours daily
online. These growing dynamic have changed the way businesses interact with
their customers.
Prior to the advent of social media, companies engaged and interacted with their customers via touch points such as the television, radio, newspaper, bill boards, etc. They reached customers through mass media and were most times in control of the messages they delivered. However, the trend witnessed these days is such that the control and power have shifted from the companies to the customers, as the engagement metrics of your target audience determines when and where customers can be reached and what they seek. In addition, marketing technology tools through Web and Mobile devices, as well as Marketing automation through chatbots driven by artificial intelligence, search engine optimization and omni channel platforms are redefining customer engagement.
With global proliferation taking a fast pace and an astronomical rise in competition, the strongest competitive advantage a business can have is to provide good purchase experiences to its customers and engage them; as satisfied customers are 60% more likely to recommend or promote a brand. This means both new and repeat business, while detractors are 70% more likely to tell people about their negative experience, typically via social media or review site. This culminates no repeat business and tougher acquisition.
While the use of Social Media Platforms (Twitter, Facebook, Instagram, LinkedIn, Snapchat, etc) continue to help businesses provide information about their products and services to customers, gain feedback from them to enhance product development and build a community of followers; big brands especially those involved in the services and fast moving consumer goods sector continue to explore various technology options to reach their audience.
The Nigerian Banking industry is not left out of this narrative, as we continue to see more banks introduce alternative channels through which customers can engage and get enlightened about their products and services. Such include Zenith Bank’s Web and Instagram Live Chats which serve as opportunities for live interactions with customer service representatives beyond the conventional use of phone and email channels.Eco bank scan and pay code system which always customers any where their app, Another is the Bank’s recent adoption of QWERTY Banking, which enables its mobile app users to make payments while using any chat app such as Whatsapp and Telegram and also the method that you stay at comfort zone of your house and dial some codes for different banks and make your transfer to another person using your registered sim card which you used as your contact phone number in the bank and many more.
With multi-screen habits shaping the consumption of content, while affecting a customer’s journey; customer relations officers and marketers are saddled with the responsibility of making content more interactive, tailoring strategies to various channels to enable them fit into the customers buying pattern and having cross-device conversions, because customers will always remain KING.
Prior to the advent of social media, companies engaged and interacted with their customers via touch points such as the television, radio, newspaper, bill boards, etc. They reached customers through mass media and were most times in control of the messages they delivered. However, the trend witnessed these days is such that the control and power have shifted from the companies to the customers, as the engagement metrics of your target audience determines when and where customers can be reached and what they seek. In addition, marketing technology tools through Web and Mobile devices, as well as Marketing automation through chatbots driven by artificial intelligence, search engine optimization and omni channel platforms are redefining customer engagement.
With global proliferation taking a fast pace and an astronomical rise in competition, the strongest competitive advantage a business can have is to provide good purchase experiences to its customers and engage them; as satisfied customers are 60% more likely to recommend or promote a brand. This means both new and repeat business, while detractors are 70% more likely to tell people about their negative experience, typically via social media or review site. This culminates no repeat business and tougher acquisition.
While the use of Social Media Platforms (Twitter, Facebook, Instagram, LinkedIn, Snapchat, etc) continue to help businesses provide information about their products and services to customers, gain feedback from them to enhance product development and build a community of followers; big brands especially those involved in the services and fast moving consumer goods sector continue to explore various technology options to reach their audience.
The Nigerian Banking industry is not left out of this narrative, as we continue to see more banks introduce alternative channels through which customers can engage and get enlightened about their products and services. Such include Zenith Bank’s Web and Instagram Live Chats which serve as opportunities for live interactions with customer service representatives beyond the conventional use of phone and email channels.Eco bank scan and pay code system which always customers any where their app, Another is the Bank’s recent adoption of QWERTY Banking, which enables its mobile app users to make payments while using any chat app such as Whatsapp and Telegram and also the method that you stay at comfort zone of your house and dial some codes for different banks and make your transfer to another person using your registered sim card which you used as your contact phone number in the bank and many more.
With multi-screen habits shaping the consumption of content, while affecting a customer’s journey; customer relations officers and marketers are saddled with the responsibility of making content more interactive, tailoring strategies to various channels to enable them fit into the customers buying pattern and having cross-device conversions, because customers will always remain KING.
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