December 2018 - Woveon

Ways to Create a Customer Experience Strategy with Woveon

Posted on December 27, 2018May 3, 2019 by David Dinh

For any business to succeed in their niche industry, it’s essential to have a well-defined customer experience strategy – one that creates distinctive value for targeted customers. The creation of a definitive strategy in order to improve the consumer’s experience allows corporations to bring innovation and instill energy into the company’s growth. In the modern digitized era of today, there’s a greater focus on digital customer service capabilities. According to research, it has been found that corporations that invest their time, energy and effort into creating a much-needed balance in the customer services journey by addressing all the possible needs and requirements of a consumer, reap staggering amounts of benefits.

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Here are the 7 Ways to Create a Customer Experience Strategy

Apart from the basic benefits such as increased customer satisfaction, increased revenue, decreased consumer backlash, organizations that skilfully mediate the customer services experience for consumers to provide a well-rounded transaction are also able to gain improved employee gratification such that it leads to improved company outcomes overall.

1. Create Intelligent Customer Engagement

While human interaction provides that empathetic factor in between customer-representative relationship – the fact remains that humans can only do so much. Strike the perfect balance by allowing Woveon to simplify customer services for your customers as well as employees. Woveon is a multi-faceted platform that combines the various elements of customer services under one umbrella so that neither the consumers nor the employees have to reach too far for valid solutions to customer problems.

2. Improve Customer Service Accessibility

One of the biggest reasons that organisations feel high levels of consumer churn is because the customers have to navigate a labyrinth of customer service representatives before they reach the individual actually responsible for providing a viable solution to their problem. By using Woveon, organizations eliminate the detours and hurdles to create a quick and easy pathway directly to the concerned personnel. Through Woveon, customers have the choice to communicate with the CS representative through multiple platforms such as in person, via phone, email or quick-chats – allowing them to choose one which suits them best.

3. Enhance Speed and Efficiency

Often times, the customer is left disappointed with the customer services because the representatives are unable to either address their present concerns or correlate with their past issues. Woveon eliminates this issue by allowing organizations to perfect their digital services to the point where they have instant access to all consumer details in one place at one glance.

4. Construct a Well-Rounded Management System

Customer service complaints arise most often when organizations are unable to address all the concerns and complaints of a consumer. Woveon simplifies that by having Machine Learning and Artificial Intelligence programs in place, which collect and utilize essential consumer data to predict complaints, provide assessments and suggest simple responses in an efficient manner. By constructing a well-rounded management system, it takes the pressure off the customer services representative, allowing them to better address the consumer and their concerns.

5. Identify Consumers Priority

In the midst of an onslaught of complaints, concerns and requests by a large number of consumers, sometimes customers can get lost and buried under the masses. Woveon, based on the previous data collected, allows organizations to distinguish between the consumers on a priority basis such that no customer is left unattended.

6. Instill Flexibility

Customer churn is at its peak when consumers are provided with generic answers in response to their individualized queries. Organizations that place individual importance on each consumer by keeping a track of their specifications and personal requirements achieve far greater customer excellence and satisfaction than those who don’t. With Woveon, organizations can successfully instill flexibility in their customer strategy such that each representative is able to address the specific customer problems pertaining to their unique circumstance.

7. Sell Knowledgeably

Last but not least, one of the most essential ways to create a customer experience strategy is to have a customer services team that is knowledgeable, educated and aware. Vague responses such as ‘company policy’ or other generic replies only help in ensuring that the customer never returns to engage with the corporation again. If the customer services representative can make personalised suggestions and recommendations of newer services or products to address the consumer problems, it successfully depicts a more helpful and concerned service. Moreover, it ultimately provides increased value to the consumer-representative relationship, thus allowing for the achievement of improved results.

7 Software that can drive more Website Traffic to your Business

Posted on December 20, 2018May 3, 2019 by David Dinh

Top 7 Softwares that can help Increase Website Traffic and Drive More Sales

1. Autopilot (Automate your Emails)

The perfect solution for your company’s multi-channel marketing automation needs, Autopilot creates a unique journey for your customer by sending them texts and emails at the right time. For instance, if they’re reading your blog and read through to the end, they will receive a tiny little box at the bottom corner of the screen asking for their name and email address so they could subscribe to your website for more updates later.

You can execute any marketing campaign by simple drag and drop tools which also support ROI reporting. Send customized SMS and postcards to make your customer’s journey more memorable – it is as easy as sending an email with personalization variables. The best feature is adding call-to-action (CTA) at the end of your blog which prompts visitors to download your content or pay for a feature.

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2. Hootsuite (Social Media Manager)

There is no dearth of social channels available, whether it is Twitter, Facebook, Instagram or a host of other similar services. Your next customer could very well be using either one of these services and all that is required of you is to reach them. However it quickly becomes overburdening for you to effectively engage customers across all these dozens of channels. This is where Hootsuite comes in.

Hootsuite is a powerful tool that can easily represent all your social accounts in a single, neatly presented dashboard. You gain access to powerful analytics software which will help you analyze leads and opportunities that can benefit your business the most, all the while combining scalability, support and security in one tiny, affordable package.

3. TweetDeck (Social Networking Software)

It is overwhelming keeping track of all user activity that your business is interested in tracking. TweetDeck presents Messages, Activity and your Mentions in a neatly categorized user interface which can be customized to your preferences. Perhaps the most useful feature from a pure data analytics point of view is the Activity bar, which allows you to keep track of a select group of Twitteratis that are following you (or are being followed by you). Monitor the day-to-day activities of your clients and competitors and build proper digital business strategies around them.

You can also schedule TweetDeck to share blogs and content on your Twitter account, which means you won’t have to retweet the content on your website every one or two hours like a robot. That’s usually how social media marketing works.

4. Qualtrics Insight Platform

Every business wants to know how they’re performing, what features they can improve upon and which aspect of their product is causing grievances to their customer. For this reason and more, most businesses develop surveys and request their customers to take them to collect as much data about their preferences as possible.

Examples of huge companies that do this are Google, Microsoft and Yahoo. Ever get that slightly annoying pop up on your browser asking you to participate in a survey? This is exactly what Qualtrics Insight will help you do by bringing advanced online survey developing tools to your fingertips.

5. Salesforce

The premier customer relationship software, Salesforce brings the most efficient means of tracking your customer’s transactions to help your business stay relevant. You gain more knowledge of your sales team’s activities and allow for more seamless collaboration across all departments of your business. The days of storing your customer’s information on handwritten notes are long gone. Heck, even spreadsheets are getting phased out by Salesforce.

6. Use breadcrumbs

Breadcrumbs greatly improve the way users navigate around a website which might be crawling with content and brimming with hyperlinks. They reduce the number of clicks that a user has to perform in order to reach certain desirable sections of the website. If your business is growing at a lightning-fast pace, it is advisable to make the customer’s journey less cumbersome by placing in breadcrumbs at strategic locations of your website. If you’re on WordPress, you can download Breadcrumb NavXT to generate locational breadcrumb trails for your website.

7. Google Analytics

Search Engine Optimization is THE buzzword when it comes to improving a website’s overall ranking. Proper SEO software will break down your customer’s data into proper segments which can allow you to develop proper strategies around that data. A sound marketing plan is only built on customer data analytics.

Google Analytics and Kissmetrics can get the job done in most cases, going hand-in-hand to help your business crawl up search engine rankings, one keyword at a time.

DIY: Your Perfect Sales Strategy

Posted on December 17, 2018June 23, 2021 by David Dinh

To succeed, every business needs to develop a good sales strategy. However, good marketing is not the end of the effort. Instead, businesses should leverage good marketing for further development i.e. for planning and implementing a strategy to successfully sell to their customers. A deliberate, thoughtful activity, successful sales requires a process that you initiate repeatedly.

Below are a few DIY sales strategy that you need to consider

In short, successful sales isn’t possible without an effective sales strategy. So, how do you create an effective sales strategy and what sales strategies do you include in it?

1. Plan Ahead

Without some planning and forethought, you cannot have a successful sales campaign. Before anything else, you need to list down the goals for your sales campaign. Once you’ve done that, set the parameters for your campaign i.e. how much you’ll spend on materials, which sales channels you’ll use, what special offers would you have during the course of the campaign and how long the campaign will run.

Be specific when setting your goals. A good thing to do would be setting the main goal and a stretch goal. For example, if your main goal is selling three thousand units of a product then your stretch goal could be selling five thousand units of the same product. Once you know your target, you will have a good idea of how long it’ll take for you to reach your goals. Moreover, you will have a good idea of how much money you should be ideally spending on your campaign.

Related:
Proven Sales Strategies

2. Consider the Type of Sales Strategy Your Business Needs

Businesses have to choose from two basic types of sales strategies: direct and indirect. If you go for a direct sales strategy, you will have to fight your competitors head on to win customers. Businesses using this strategy talk about each feature of the competitor’s product and then compare it to theirs. This is the reason a direct sales strategy is often referred to as ‘negative selling’. On the other hand, an indirect sales strategy involves the use of more subtle techniques to win customers and make sales.

Unlike the businesses using a direct sales strategy, businesses using an indirect sales approach demonstrate/promote features and benefits not offered by their competitors. An indirect sales strategy requires a lot of research and analysis to be successful.

3. Think About Ways to Motivate Your Sales Team

Once you’ve set the parameters for your sales campaign, you need to think about how you can motivate your sales team to make the campaign successful. Even the best-planned campaign will fail if you don’t have a motivated sales team. Offering extra compensation to the sales team can help you to make your sales campaigns successful. Of course, the easiest and probably the best way to motivate salespeople is by offering a cash bonus. For example, if the purpose of a sales campaign is to promote and sell more of a particular -product then a good strategy would be offering the sales team double commission for successfully selling that product.

Another strategy that could work well is setting up a contest where you offer the salesperson selling the most units of the new product a big bonus. If you’re short on cash, then you can offer some non-monetary rewards such as certificates and medals.

4. Define Your Target Market

Your sales success depends on how well you know your target market. You won’t be doing business with everyone. And even if you were, you’d have to start somewhere. To build up momentum in your sales campaign, you need to have a specific target area or market. This is the area or market you need to focus on. It is important that your target market is big enough. Your odds of success will decrease if your target market is too small. To have the numbers working in your favor, you may have to combine two similar target markets.

CTR Benchmarks for the e-Commerce Industry

Posted on December 15, 2018March 5, 2019 by David Dinh

When you’re practicing in any particular field, you need to pay attention to the benchmarks which apply to it. If you don’t know what the benchmarks are, you’re not going to be aware of whether you’re meeting business goals or missing it by a wide margin. For this reason, you need to be aware of the benchmarks that apply to you, particularly when you’re using Click Through Rate a.k.a CTR for your website and in the e-Commerce industry.

Luckily, there are various benchmarks that apply and you can look at the following areas to know what to keep an eye on.

Below are e-Commerce Metrics to look for

1. Data Collection

When it comes to the benchmark for data collection, the lowest time for it is a difference of a year. The click-through rate differs each month and it is difficult to make a correct reading of the results you’re going to get. For this reason, it isn’t uncommon to see proper CTR readings being done over the course of a year. Some businesses even tend to focus on this aspect on a two-year basis so that they can study the fluctuations and other issues with more ease.

The reason why data collection is encouraged for a longer period of time is that it allows for the problems to be correctly visible and be easier to identify. A click-through rate can be rather fickle and what looks bad in one month might make a complete recovery in the next one without requiring much intervention from your side.

2. Dividing Into Segments

The data collected shouldn’t just be filed under one category. For a correct view at the click-through rate your e-Commerce business enjoys, you need to define the data and consider a few other factors in mind too. By dividing it into segments, you end up increasing the significance of the data in hand. With e-Commerce businesses, you want to understand which platform the clicks are coming from. This will give you an understanding regarding the success or failure of your total click click-through.

On this basis, you can have it dividing into three major sections such as mobile, tablet and desktop. Not only does this allow you to optimize your e-Commerce strategy, but it also ensures that you can apply various other functions which can make your store more attractive for users.

3. Know the Industry Standards

Once you have the data into different segments, you want to be aware of where your standing is in comparison with your competitors. While growth in the e-Commerce industry is fast, the competition you face is usually fierce because there are plenty of stores and products as well as industry giants such as Amazon and eBay. For this reason, working out where you stand in the market will help you understand the kind of changes you need to make. Knowing your industry standard can play a huge impact on determining how far or how short of the mark you have fallen.

By understanding this aspect, you will be able to work out your progress and the growth you need to experience. Keep in mind that getting the average for your total click through rates can be tricky as it is not just different from industry to industry; it is also different for each segment within the same industry too. For this reason, you can turn to online tools that can crunch all the industry data and show your average in comparison to the e-Commerce industry.

4. Comparison through Correlation

Now that you found the average of your click through rate which applies to the industry average as well, you need to focus on the correlation of your data. Correlation will allow you to make more accurate comparisons regarding the data you get. It also gives you a clearer image of the kind of benchmark expected from you and the kind of progress you should be making.

Correlation also gives you a clearer picture of each component in your CTR strategy and how it is working out to be. At the end of the day, it also helps to highlight which areas need more work and which are underperforming. Using a simple graph and a formula, you can easily make sure that you have all the components you need to excel and grow with ease.

With these industry benchmarks, you will be able to utilize and improve your click through rate with bigger success.

Proven Sales Strategies

Posted on December 10, 2018March 15, 2023 by David Dinh

The ease to launch an online store has significantly increased the number of businesses competing against each other online. Having a winning sales strategy is extremely important for businesses wanting to boost sales and achieve customer success. To smooth out the bumps and make revenues incredibly predictable, you need to have a strategic plan to increase sales. Even a slight increase in sales will allow you to experience downstream benefits. So, having the right sales strategy in place is crucial. Contrary to popular belief, you don’t need to spend excessive amounts of money to increase your sales and grow your business. There are some affordable yet effective sales strategies that you can use to trigger increased sales and business growth.

Below are Proven Sales Strategies to Increase Sales

1. Offer A Single Product or Service on Your Home Page

Do you sell countless products or services on your website? If yes, then it’s recommended that you revisit this sales strategy of yours. According to the experts, the fewer products you have in one place, the more likely you are to make a sale. Though, it’s crucial that you use the additional space available to you to describe the products in more detail. Kissmetrics outlines this situation perfectly in their article https://blog.kissmetrics.com/too-many-choices/ “Are you losing sales by giving customers too many choices”.

The aforementioned- strategy is all about focus. Rather than offering a large range of products with little detail about each product to please every visitor to your site, you choose to offer one product with more detail about it to remove the doubts of your most valuable visitors and convince them to buy your product. Now, this does not mean that you stop selling your other products. You can always use follow up offers or the other web pages to offer them to your customers. However, to be 100% sure that this strategy will work with your target audience, you need to test it. Only after testing will you know whether offering a single product or service on your home page is an effective sales strategy.

2. Use AD Extensions to Get More Clicks

Ad-extension is a no-brainer if you’re selling stuff online. Available in both Bing and AdWords, this feature ‘extends’ your ad and give people more options to click. Without costing you anything extra, ad-extension increases the click-through rate of your ad. Isn’t that amazing? Following is an example that’ll help you understand this better.

In the aforementioned-example, people looking to buy a new pair of Ray-Ban have two places other than the main link to click on. The two-additional links are ‘Men’s sunglasses’ and ‘Women’s sunglasses’. By saving them a step, the additional links make it faster and easier for potential customers to find exactly what they want. This in turn prevents them from going to a competitor’s site. In the end, this increases your chances of making a successful sale, making the use of ad -extensions one of the best sales strategies.

3. Offer A Personalized Experience

By offering a personalized experienced to your prospects or visitors to your site, you will increase your chances of making a sale. Today, more and more customers, especially online customers, are demanding personalized, one-of-a-kind experiences that cater to their needs and interests. Thanks to technological advancement, even the smaller players can create a personalized shopping experience that helps them to capture the interest and preferences of the individual shoppers. By leveraging individualized promotions and user experiences, you can increase your sales. Unsure how to do this? Shopify provides examples of how this can be done https://www.shopify.com/retail/4-ways-to-personalize-your-customer-s-shopping-experience

4. Bundle Your Products and Services

A sales strategy that many businesses have used to considerable success is selling products and services as a package rather than individual offerings. Most people equate bundled services or products with savings, even if the savings are minimal. So, by offering your services or products as a package, you will make it easier for yourself to sell. Now, when you package your services and/or products, make sure your bundle offerings are flexible.

A potential customer may not buy a bundle you’re offering if he or she feels that only two of the five services/products offered in the bundle apply to his or her business. You will be able to use this sales strategy successfully if you stay flexible enough to change different products or services to align with multiple needs.

5. Build the Right Relationships

In the business world, who you know is more important than what you know. If you want to taste success then you must build the right relationships, both online and offline. Regardless of which industry you belong to or what type of product you sell, you will find like-minded businesses out there and these businesses are who you need to befriend.

Build a relationship with businesses that are closely aligned to you but aren’t your direct competitors. Some examples are bloggers, suppliers, industry experts. By building relationships with the above, you will get the word out about your business and this will increase your chances of making successful sales.

Digital Transformation Best Practices

Posted on December 5, 2018June 23, 2021 by David Dinh

The government of Australia has already outlined a number of initiatives, related to digital transformation, in the Budget 2017-18, stating that they are working to modernize and consolidate their systems, also training their staff members in various digital skills. Being the key solution to adopt advancements of technology, digital transformation, and its proper implementation, are crucial for existing businesses in Australia.

With the advancement of consumer technology, there is also a transformation of the various ways in which a consumer explores, discovers, buys or engages with your services and products, allowing them to shift their behavior from traditional boundaries.

The Most Effective Digital TransformationPractices

1. Create an Exceptional Digital Team

The most effective practice for digital transformation is to build a high performance and efficient digital team. To utilize the team purposefully, management must strive to make a team of individuals with varied backgrounds. This makes them a dynamic team that is well equipped to lead in the digital world.

To be more precise, these individuals know how to deal with the odds and be comfortable with the uncomfortable business situations, ensuring a consistent journey towards digital transformation. It is important for a digital team to keep the mindset of experimentation. This in turn, significantly helps in shifting the mindset of the whole organization in lesser time and more efficiently.

2. Follow through with the Shared Vision

Digital transformation must be a shared vision to reach a favorable outcome. In this way, an organization can achieve the complete transformation with successful implementation through the organizational structure, by means of a series of projects and different combinations of new initiatives.

This practice brings a lot of responsibility for the management in terms of bringing the people together, creating and clearly communicating a shared vision, convincing people to strive hard for that vision and to work mutually and collectively, to not only figure out the approach but to ensure its attainment.

3. Thinking from the Outside-In

To adopt and implement digital transformation, the best practice is to build the culture of thinking from the outside-in i.e. from the perspective of the consumer experience. To keep it more accurate, make a good combination of analytics and user experience that will help in driving the consumer-oriented strategy. The most important factor is to prevent a fall to the level where it fails to meet the expectations of the end consumer.

The process of changing the existing working patterns of an organization requires efforts in the right direction. Expanding an existing platform of an organization may demand contributions and acceptance of changes organization-wide. To keep efforts in the right direction, the first thing is to do only what is truly required and not being done for the sake of digital transformation.

4. Analytical and Experimental

There is no right way to attain digital transformation. This extensive transformation requires hours of experimentation, and accurate analytical thinking, before reaching the desired outcome. Become experimental and analytical, and try something outside the box – an initiative, which will help in opening new and better ways to measure the performance immediately. While planning has its own importance in digitally transforming an organization’s culture, the best practice is to think and implement it in shorter cycles and to apply the information and strategies accurately.

Customer Privacy in a Nutshell

Posted on December 1, 2018March 5, 2019 by David Dinh

Think that maintaining the confidentiality of consumers is only a consideration for business giants like Sony or Facebook? Think again.

In recent years, numerous small and big organizations have not only lost their customer base due to privacy issues but were also sued due to these privacy mishaps. In the modern world, organizations are, morally as well as legally, obligated to deal with the private information of their customer base fairly and respectfully.

Customer Privacy: Comcast Vows to Respect Consumers’ Privacy

Comcast – a big name in global telecommunication recently pledged respect for the private information of the customers. The giant decided to distance itself from ISPs like Verizon or AT&T that lobbied the Congress to dissolve internet privacy protection.

Complying with federal privacy protection laws, Comcast first supported the removal of newly-imposed regulations. However, it clearly stated that it has no intention of selling the customer’s histories or web browsing data, and will ensure the privacy of consumers’ data.

Wonder how Google always show results and advertisements that match your current or existing interests?

The Sharing nature of consumers:

Just by visiting a website, you may be unwittingly sharing your personal information, in terms of your IP address, the page that led you to this current website and the websites you have been visiting over and over again, or the searches you have been making over the internet.

And by collecting cookies and with various advanced tracking mechanisms, companies are gathering enough information to shift user priorities and experiences pretty easily, and without directly communicating with the end user.

Eventually, what you are most likely to find on the webpage in terms of advertisements, news, and updates is everything related to your current interests!

So isn’t it good to get such kind of personalization as a user?

Yes, it is, except in the situation when your personal information is misused, through various means and for many reasons. There is a lot of consideration, amongst many big and small start-ups in Australia, for the privacy issues and what users are actually risking while reaping this kind of personal experience.

With the increasing level of awareness amongst users about this cyber threat, companies are now forced to shift their business strategies to maintain the confidentiality of the information along with meeting their customers’ expectations.

Consumer Privacy as part of an Organisation’s Business Strategy

Every business strategy is now focusing on keeping customer privacy as their prime consideration in establishing laws and policies. Some businesses, however, fail to understand the importance of the data acquired by them, as well as the risks attached, and the responsibility that lies on their shoulders for its protection.

With the endless possibilities of using this data, consumers’ data is one of the most effective tools and a golden opportunity for companies to build their goodwill. Majority of the time, businesses take consumer privacy in account, only after witnessing an incident, which is why many organizations in Australia, are now changing the way they do business – keeping a good and fair balance between marketing strategies and protecting consumer privacy.

To keep it all transparent, companies are now also making these moves;

Better and clear communication of the organization’s privacy policies through different channels and ways that would keep it easy for customers to understand.
To foster trust, companies are now striving to ensure that a secured online environment is provided at all times.
Giving customers a better choice through various features and permission options, about sharing their private information or allowing collection of their data. Many websites are now including well-designed opt-out pages to give full control to the user for allowing or declining the collection of data.
Company websites are now using short term cookie timelines, also making the collected data anonymous frequently. Creating anonymous data requires masking of IP addresses and cookie identifiers, after a short while, or storing the information related to the account separately from the logs, to ensure improved security and privacy for their users.

Australian Government and Consumer Privacy

There are some privacy changes coming soon, in the next year, and organizations in Australia must be ready to adapt to these changes that establish a strong control of consumer privacy.

Some of these changes may include;

Data breach notification is becoming mandatory from February 2018, for all organizations/entities, which are required to act in accordance with the Privacy Act 1988. Following that, in May, the GDPR – General Data Protection Regulation – is also coming into force.

Together, both of these amendments, or let’s say requirements, are going to demand fundamental changes in all Australian organizations, in terms of handling consumers’ personal information, also setting the stage to introduce some of the largest privacy regulation changes in the last decade.