Redefining Consumer Engagement Shambavis Spectrum

 Is there any dynamic instore map available which helps save time within the store and makes  us less dependent on the sales person for any Landmark company or any company in the World?

Was my question to the panelists somewhere in between the discussion.

Redefining Consumer Engagement

This a topic which is always interesting considering Consumer is the reason why companies exist

Shruti the moderator from Images Retail ME, started the session with research indicating you can cross sell by 22% and upsell by 38%.

Though I have had the Snap chat app and account on my phone for ages but I am all thumbs when it comes to using the app.

 I have no idea what to do with it or why I should?

Listening to Farimah from Snap chat was an eye opener. Apparently an individual visits the app 30 times in a day and spends an hour.

There are two types of metric they track 

First how the person uses the camera, the playtime , how much they use augmented reality 60 seconds to 3-4 minutes.  and second the content. Shareability, likes . there is no push and only swipe which means people choose to absorb the content.

 Stanislas mentioned as an ecommerce platform, Ounass, needs to track the usual revenue, number of visits , Time spent, frequency of visits, number of times open and then retention 

How people can visit their website via Snapchat where a person is aided by augmented reality.

After the sales, the post engagement, the delivery-speed, efficiency,  the conditions of the goods, not damaged.

 Did people share their post purchase experience Positive, negative comments and to ensure the business was not transactional.

Balasubramaniam from Max, Landmark spoke about how the engagement had changed. Earlier it was Search led and now it was content and community led.

Creator Economy is the key word.

Service rendering

Farimah mentioned standing in a queue waiting for a  purchase, getting bored, scanning a QR code for an interactive game, which gave a special discount code by the time she reached the counter to pay.

This could be a big game changer- sorry for the pun intended,  in the amusement parks, hotel check in queues and any queues including the ones to get in to public transport if it can be used by brands which could be big or brands which are small, local maybe the corner juice/ falafel  shop.

Everyone agreed :

Customers are becoming brand ambassadors. 

Brands can become part of the family 

Check influencers for their content 

Have Internal focus groups. 

What you have online bring Offline.

The session had many other takeaways and is a must listen for all.

You can catch it at YoutTube.

My question however is still valid I  believe though retailers want you to spend more time and shop more, but being there,telling them the path to how to reach what they want quickly and retain them by taking care of them.

#shambavisspectrum #retail #marketing insights #crmstrategy

LinkedIn Featured Post

Features in LinkedIn Profile

There are many features in our LinkedIn profile which we do not use.

Please see the video below on how to use the Featured on profile.

We can use our profile as our USP, to speak in our absence and highlight things we consider important.

#shambavisspectrum #linkedinprofile #marketinginsights

Have you Arrived on LinkedIn? Banner Announcement.

Have you Arrived on LinkedIn?

Banner is normally an announcement of the happenings and from cloth banners to flex to e- banners the common purpose is to create awareness or inform. LinkedIn has given us an opportunity to announce our presence using our profile with a Banner.

USP ( Unique Selling Proposition) & CTA Call to Action.

You can use the banner to indicate your USP ( Unique Selling Proposition), Inform about your Brand/ Products/ Services and have a CTA Call to Action. It is something to experiment and keep reworking.

Own Content

Please use your own photos, words, quotes to establish credibility and if you must borrow then give them some credit.

Let the banner announce you have Arrived.

I have created a video here of the process above. This is only a guideline and please feel free to adapt/adopt. Please use similar guideline for anything else you want to create. Want to learn more post a comment or Dm me.

#shambavisspectrum #linkedin #branding #marketinginsights

YouTube - A beginners guide to upload .

YouTube - A beginners guide to upload .

What is easy for me today was not always so.

Doing something repeatedly and with some guidance it became easy.
This post and video is for all those who might be still struggling with uploading videos on YouTube or thinking about the options they have.
Please take a few minutes to go through it.

Share with someone who could use it.

You may not need however there could be others, children, senior citizens share with them.

Speed of Video

You want speed choose, 1.25x in the settings as it will take you through the process faster and you would still have heard correctly.

Let me know how you get on.
#shambavisspectrum
#marketinginsights

Everyday Heroes - The Mixie Repair shop Person

 Known him for roughly 30 years.

He wasn't in the shop today.

The mixie, the pressure cooker handle, the safety valve, gaskets, blade change, jar change  anything and everything which needed to be repaired was done by him.

Impartial advice give on the brands, knowing our needs, frequency of usage.

Nominal charges -[today's safety valve was AED 5 change on a branded cooker.]

The shop is so small only the person who knew the shop inside out could track the small screws, safety valves or any attachment there.

You could buy from the shop where he was an employee but considering I knew him to be serving there for more than 30 years showed his loyalties simultaneously also spoke volumes of the employers.

Today some other men were there. 

I handed my cooker handle. They said 5 minutes and I walked out. 

On my return in 10 minutes the valve was ready. I paid up and enquired about the gentleman who was my contact point.

With a sad face the person at the counter said we lost him 4 months back to Covid.

I was so sad, I could not speak for a few seconds. Then I asked what about his family are they okay? Do they have money ? Do they need anything?

He looked at me calmly and said they are fine. His son is here and again they are ok.

With a choked voice I managed to say, " Tell him , his father was a good man". I repeated again and said please do tell him that.

I know we always thanked him, were polite to him, asked him how the business was  and he also kept the store open beyond the opening hours sometimes just to accommodate our picking up or dropping something off. 

The care and customer relationship he showed not only to us but every friend we sent his way was beyond the Call of Duty. 

If I could see or talk to him one more time I would ask him to be safe and tell him how his advice and  kindness helped us save money with repair, reuse so many times.

Tell the heroes in your life today how important they are or tomorrow it will be an unfinished thought.

#shambavisspectrum

#crm

#everydayheroes.

Have you Dropped The 'R' from CRM- Customer Relationship Management

Article #1
 Have you dropped the R from the CRM and lost the Relationship component?

Can Machines replace humans I always say No!

Machines can never replace humans because they cannot exhibit empathy and sympathy or infact any emotion.

Scenario 1: Try calling the customer help line of a very popular telecom provider and after a lot of haggling the IVR will tell you it could have helped you better ( is not funny that it is a lady’s voice) You feel stupid and no customer wants to feel that.

Scenario 2 : The school fees has been paid and you keep getting reminders that if you haven't paid pay up, if you have ignore. So the auto mail set up by the school is being ignored by their own department who have no time to check which parents did pay up. Constant reminders you start wondering which quarter fee is this, did your cheque go through and various other nightmarish situations including the school new session is starting and your child has no seat.

Scenario 3 : You joined a course and paid up for it. You keep receiving offers from the same provider for the same course ,telling you why you should join and pay up quickly. If the provider was following the lead conversion would you be receiving this mail? More important do you really need the clutter in your mailbox and then the companies complain that no one pays attention to email.

Scenario 4 : You as a customer follow social media of favourite companies. Look at positive reviews and keep purchasing. Company is growing and increasing their product portfolio thanks to dedicated /loyal customers like you. Now the communication has become one way with no time for responding to your complaints/concerns. The company is so busy reflecting in their halo effect with no time to look into the symptoms. Even worse if the company is into services.
There can be many additions to these scenarios. 
Let us review the actions company can take as part of owned media.
Just as you set up the reminders, take a few minutes in your daily/weekly/monthly schedule to check the list of customers with various requirements- whether to sign up with you, pay their dues or subscribe to your newsletter and continue the relationship in CRM

Track your social media including LinkedIn , back track your process and create a general post on how you have revamped and thank your customers and continue the relationship in CRM.
Accepting your mistakes just makes you a bigger , better organization than one who is wearing blinders.
For a small fee/product/service, have your customer do some mystery shopping on your behalf.

Maintain the Relationship in CRM
Have a customer track your social media & report every complaint, review and act/react depending on what needs change. Don’t leave it unaddressed.
Maintain the Relationship in CRM.
Pick up the R from Customer Relationship Management.
Automation is to help not substitute Humans . 
More help needed to audit your CRM then drop a comment or message me.
#shambavisspectrum #marketinginsights #crmstrategy

ALT TEXT - Using the capability.

 ALT TEXT

How often do we use this function available to us in almost all platforms?
You may or may not know the use of it.
I will however highlight it here.

The ALT TEXT gives capability to a person with vision challenges to hear a description of the image.

In our hurry to post we often forget that technology has made it possible for people with challenges also to use, access and consume information, products & services.
If you are attaching an image for the visualizer do consider adding an ALT TEXT to it.

I am attaching a video of how and where this function is available on LinkedIn, Facebook, Instagram & Twitter.
If you do not add a text , the platform algorithms add their own description which may or may not be so accurate.

Especially if you have products, services dealing in great looking visuals like Food, Clothes, Gifts, Workshops, Flyers, anything and everything - Make it Inclusive.
For the sake of efficiency consider adding a part of your post itself as the ALT TEXT
While images and video make your posts attractive , adding ALT TEXT means you added value to a segment and increased your own segment as well. 

 I have been planning this post for a while a timely reminder was a post by a visually impaired parent who shared his son's graduation pictures and also described them so instead of just hearing about the graduation the people who needed could also understand what the pictures were describing.

Let everyone Visualize not just the ones who see it.
Be Inclusive.
For more help post a comment.

OR

Connect on www.shambavisspectrum.com

#shambavisspectrum
#marketinginsights
#inclusive
#visualization