Consumer requirements are constantly shifting, and companies must evolve with digital transformation to identify their needs and aspirations. No wonder, consumer experience is increasingly becoming a determinant in the decision-making process.
\nAccording to Google, 71% of people believe that smartphones have become an essential part of their digital experience. The importance of omnichannel consumer experience (CX) in helping companies get valuable insights about consumer interactions and behavior across their life cycle cannot be overstated.
\nBased on research conducted by Aberdeen Group, 89% of consumers are retained by the best omnichannel consumer strategy.
\nNow, the question comes: how should businesses plan their strategy to offer an enhanced omnichannel consumer experience?
\nBefore getting into implementation, it is essential to know what it is, why it is required, along with its benefits. So, let's get started.
\nOmnichannel consumer experience (CX) involves simplifying all consumer interactions across various touchpoints in a cohesive manner. As per a study, 9 out of 10 consumers expect an omnichannel experience with seamless service across all communication channels.
\nFor sales, consumer service, and marketing, a digital omnichannel strategy adopts a multichannel approach. It focuses on providing a united consumer experience regardless of the channel they contact your company.
\nEvery contact should be considered a single experience from the consumer's perspective. It implies it shouldn't be segregated or repetitious. The key to providing constant omnichannel engagement is to offer a smooth experience across all platforms, both online and offline.
\nIt's important to note that omnichannel marketing and consumer experience differ from each other at a significant scale.
\nOmnichannel marketing is communicating with consumers through digital and conventional marketing channels that are interconnected. For example, a consumer may get promotional SMS offers while buying in-store. They may get abandoned cart emails and retargeting advertisements on Facebook if they leave a product online.
\nOn the other hand, an omnichannel experience comprises a multichannel approach to sales, consumer service, and marketing. It necessitates delivering a consistent consumer experience regardless of the channel via which consumers interact with your business.
\nCompanies that want to create an omnichannel experience must ensure their marketing goals, objectives, messages, and design are consistent across all channels. A company's marketing, consumer service, and user experience may all be improved by combining these elements.
\nAn efficient and well-designed omnichannel platform yields an excellent consumer experience as a by-product. To accomplish that, businesses must understand consumer journeys over devices and channels.
\nHere are some of the most compelling reasons to switch to an omnichannel consumer experience platform.
\nAn omnichannel consumer experience strategy provides you with a bird's-eye perspective of your consumers' journey. It brings all of your interactions together in one platform and gives you insights into improving your business.
\nAn omnichannel CX strategy allows consumers to engage with the business through their chosen channels while maintaining a seamless transition throughout the interaction. As a result, it improves consumer satisfaction and is the most effective approach for client retention.
\nOver their lifetime, omnichannel consumers are 30% more beneficial for your business. Using an omnichannel CX strategy makes contacting the business easy and simple. When a company commits to providing a consistent service, they also commit to working with consumers for the rest of their lives.
\nTransforming your company into an omnichannel consumer experience platform would provide several advantages, including the following:
\nConsumers become loyal consumers when they get high-quality service before and after the purchase. You can demonstrate that you understand their requirements by evaluating the gathered consumer data and displaying relevant offers.
\nIt is known that using several entry points improves the likelihood that a consumer would select your brand; thereby, implementing an omnichannel strategy can boost sales.
\nDelivering omnichannel consumer support goes hand in hand with omnichannel consumer experience. Due to the use of numerous channels for monitoring, consumer support executives can miss a chat from some other desk, resulting in a significant chance of losing a prospective client. Implementing an omnichannel strategy will allow you to have all of your consumers' data in one place, allowing you to offer superior service.
\nFor seamless humanized omnichannel journeys and consumer experience, consumer identity solution LoginRadius provides a consistent experience to your consumers across all channels, including phone, chat, email, text, and social media.
\nContinue the conversation effortlessly if consumers switch from one channel to another. Start with chat, move on to voice, and then interact through video seamlessly. Contact LoginRadius to know more.
\n\n","frontmatter":{"date":"June 30, 2021","updated_date":null,"description":"Companies that want to create an omnichannel experience must ensure their marketing goals, objectives, messages, and design are consistent across all channels. A company's marketing, consumer service, and user experience may all be improved by combining these elements.","title":"Omnichannel CX : Your Key to Consumer Experience Success","tags":null,"pinned":null,"coverImage":{"childImageSharp":{"fluid":{"aspectRatio":1.5037593984962405,"src":"/static/bb48a25616bd4927a54597eb68b7f1ed/14b42/Omnichannel-CX.jpg","srcSet":"/static/bb48a25616bd4927a54597eb68b7f1ed/f836f/Omnichannel-CX.jpg 200w,\n/static/bb48a25616bd4927a54597eb68b7f1ed/2244e/Omnichannel-CX.jpg 400w,\n/static/bb48a25616bd4927a54597eb68b7f1ed/14b42/Omnichannel-CX.jpg 800w,\n/static/bb48a25616bd4927a54597eb68b7f1ed/a7715/Omnichannel-CX.jpg 1000w","sizes":"(max-width: 800px) 100vw, 800px"}}},"author":{"id":"Tanvi Soni","github":null,"avatar":null}}}},{"node":{"excerpt":"The onset of the global pandemic has hurled the usage of QR Codes among businesses, not just because they are versatile but also because…","fields":{"slug":"/growth/qr-code-in-marketing/"},"html":"The onset of the global pandemic has hurled the usage of QR Codes among businesses, not just because they are versatile but also because they are safe and help to maintain hygiene.
\nNow talking from the marketing perspective, QR Codes have significantly helped marketers and enterprises in tracking their campaigns without the need for heavy investments.
\nEven during the global pandemic situation, marketers have leveraged QR Codes to curate a unique shopping experience for buyers that attracts and engages more consumers.
\nFrom redirecting customers to social media pages to asking them to leave feedback and review, enterprises can do a lot through a QR Code.
\nIn this post, we’ll learn how QR Codes are shaping the future of marketing and why businesses need to quickly gear up for the next new normal at the earliest.
\nGone are the days when you had to gather money to pay at the checkout at your local grocery store.
\nAs customers across the globe were asked to stay at their homes and were instructed to maintain a healthy hand sanitizing habit, everyone became more aware of certain shared touchpoints.
\nWith QR Codes in practice, we don’t need to worry regarding the unnecessary hassle of touching shared touchpoints for payments as the technology has offered the best contactless option.
\nGrocery stores and pharmacies have enabled touch-free payment options that depict the role of contactless payments and how customers are ready to adopt the same with a trusted vendor.
\nFurthermore, many online giants utilize QRCodes to redirect consumers to their e-stores to enhance their mobile commerce strategy.
\nThey even offer lucrative discounts and offers that help them increase their client base.
\nQR Codes offered the virtual try-on experience amid the COVID-19 pandemic that undoubtedly improves the window shopping experience.
\nMoreover, some product-specific QR Codes are also being used to deliver rich AR-based experiences that help shoppers to make a quick and better decision and thus enhancing sales for online vendors.
\nFor instance, many online glasses stores have provided product QR Codes. These codes, when scanned with a smartphone, provide a try-on experience where the user can try shades and spectacles and choose the one that suits them the most.
\nThe pandemic-driven convenience of QR Codes is helping vendors and marketers to plan strategies around leveraging QR Codes to deliver hassle-free smart authentication experiences that help increase conversion rates as the need to visit a store is eliminated.
\nIn addition to these benefits, incorporating a free QR code generator into your ecommerce business or product offerings can further streamline the shopping experience and boost sales.
\nMarketers can add QR Codes to the packaging of products purchased by a consumer that allows them to scan and get great offers on their next purchase.
\nThis is the easiest and far much better way of retaining customers as they would love to shop again and avail more discounts.
\nSeveral eCommerce giants are now utilizing the true potential of QR Codes through smart and creative ways that help them increase customer retention rates.
\nQR Codes undeniably opens new doors for marketers, especially during the uncertain times as it offers creative and engaging experiences and that too within a couple of seconds.
\nUsing creative QR Codes to get consumers to download your mobile app is another way of generating quality leads.
\nConveying a unique brand voice through a QR Code not only just helps increase app downloads but eventually helps in establishing a brand reputation in the market.
\nApart from this, getting an application installed in your consumers’ device would further provide you deeper insights regarding their shopping history and behavior.
\nThis would also lend a hand in understanding the areas that need to be focussed on when it comes to sales and service during the pandemic era.
\nMarketers can utilize the data to provide personalized experiences and product suggestions that can further enhance user experience and improve sales.
\nWith businesses striving for a competitive edge, reviews are undeniably the backbone for building consumer trust in potential clients.
\nSince 90% of consumers rely on online client reviews before they make up their mind for purchasing goods and services, QR Codes can be the game-changer for driving client reviews on your social media platforms and other forums.
\nA seamless and quick review option by scanning a QR Code could be a piece of cake for customers and that too without any human intervention. This will not only help to build brand identity and awareness but would also compel new buyers to trust your brand easily, especially when people are forced to stay inside their homes.
\nThere’s no second thought to the fact that the market for QR Codes is helping businesses to explore new horizons to accelerate business growth.
\nWith correct marketing strategies, including adequate content placement and website responsiveness, marketers must quickly understand that just adding a QR Code won’t speed up sales.
\nAlso, adequate analysis strategies must be in place to trace the user behavior that can be further utilized to build personalized experiences for enhanced business growth during the uncertain times of COVID-19.\n
Most corporate brands like to believe that their brand of products or services is the most authentic in their industry space. Popular buzzwords like brand identity or brand honesty are often used synonymously by organizations when describing their business offerings.
\nWith today’s data-savvy consumers having easy access to brand information and choices, can brands only rely on an excellent product/service or online marketing to make their brand stay ahead of their competition?
\nNo. Because your brand authenticity also matters.
\nA 2019 Stackla survey found that 86% of consumers consider authenticity as a key factor when deciding which brand to support. Further, today’s millennial and generation Z consumers are more vocal about their demand for brand identity and authenticity.
\nWhy is brand authenticity important and how can you build a better brand identity? Let us answer these questions in the following sections.
\nBrand authenticity refers to how much a consumer believes that the company is being honest in what they are trying to convey to their audience. It plays a crucial role in defining your business missions and processes.
\nSuccessful brands have used brand authenticity to reposition themselves to work for the benefit of their consumers. Recent examples include Coca-Cola's \"Better Shared Future” and Nike’s “Move to Zero” brand messaging.
\nAuthenticity is best described as being true to your consumers and adapting to changes in the market. Here are a few ways to do that:
\nBy emotionally connecting with consumers: A genuine or original brand message connects with consumers at an emotional level. The question is does your brand have a consistent message that consumers can identify with at all times? For instance, a DoSomethingStrategic research found that two-thirds of Gen Z consumers felt positive about a brand because of their association with a social cause.
\nBy rising above the noise: In these times of information overload, it is challenging for businesses to transmit genuine brand messaging to their potential consumers. With online consumers using more ad blockers, only authentic brands can reach out to them and grow their business through word-of-mouth advertising.
\nBy differentiating from other brands: Authentic brands differentiate themselves from their competition by being more visible and transparent to their consumers. For example, a transparent brand strategy works towards building brand trust and loyalty among consumers.
\nAs a growing business, how do you go about building brand authenticity for your company? An honest brand identity is not difficult to achieve.
\nHere are 5 steps with which you can achieve the it:
\nWe love to hear interesting brand narration. People immediately connect to stories that are not positioned as any marketing tool or as a sales pitch, but that talks about the various challenges that they (or someone else) faced and how they overcame them.
\nIs your brand message in line with your brand value and identity? Inconsistent brand messaging can be confusing to your users and harm your brand loyalty. With so many options for digital marketing and social media marketing, make sure you deliver a consistent message across all channels.
\nHere are some useful tips on how to build brand consistency:
\nAs the popular adage goes, it is not what you say, but what you do that matters. This is also true in case of brand management. Smart consumers can easily spot the lack of substance behind every brand's social media engagement and marketing campaign. If the honest claims about your brand are not followed by appropriate actions, then your brand authenticity will not work.
\nBuilding an authentic brand is not about being the perfect brand that can make no mistakes. As a business, own up to any mistakes in consumer servicing or damage done to your brand identity when required. The fact is that no business is perfect–and your consumers also know that.
\nAs a practice, develop a clear line of communications with your online audience through multiple channels.
\nThe final step towards achieving brand authenticity is to showcase your brand reputation to your consumers. User testimonials or online reviews can be a great way of showing what real people or businesses think about your brand. In other words, brand identity is not just about being honest and accepting mistakes, but also the positive aspects of your business.
\nBrand authenticity is not a one-time activity, but a constant process of discovering what your brand means for your consumers. No matter which industry you are in, brand identity is critical for business success in today’s times. As outlined in this article, an authentic brand can connect with consumers and establish a brand value that goes way beyond profits and revenues.
\n\n","frontmatter":{"date":"June 24, 2021","updated_date":null,"description":"Today's world is increasingly clamoring for authenticity. Companies, especially brands, are being held accountable to consumers' demands and judgments about their sincerity. To many people, authenticity is more important than hope.","title":"Why Brand Authenticity is Important & How to Build it","tags":null,"pinned":null,"coverImage":{"childImageSharp":{"fluid":{"aspectRatio":1.7857142857142858,"src":"/static/261f004ba2b0de4a10c678bf72960281/14b42/brand-engagement.jpg","srcSet":"/static/261f004ba2b0de4a10c678bf72960281/f836f/brand-engagement.jpg 200w,\n/static/261f004ba2b0de4a10c678bf72960281/2244e/brand-engagement.jpg 400w,\n/static/261f004ba2b0de4a10c678bf72960281/14b42/brand-engagement.jpg 800w,\n/static/261f004ba2b0de4a10c678bf72960281/47498/brand-engagement.jpg 1200w","sizes":"(max-width: 800px) 100vw, 800px"}}},"author":{"id":"Navanita Devi","github":null,"avatar":null}}}},{"node":{"excerpt":"Have you ever wondered what all it takes to be a successful enterprise and stand ahead of the curve when it comes to consumer onboarding…","fields":{"slug":"/growth/consumer-onboarding-strategies-for-saas-businesses/"},"html":"Have you ever wondered what all it takes to be a successful enterprise and stand ahead of the curve when it comes to consumer onboarding?
\nWell, one of the most significant cardinal differences is that successful enterprises invest in maintaining a better relationship with their clients.
\nThis also means they treat their potential clients in a way better manner right from the onboarding process and then deliver them a remarkable journey.
\nAs per surveys, 63% of consumers consider a company's onboarding program when they’re about to make a purchasing decision.
\nSo, does it mean that not paying adequate attention to a great consumer onboarding process would drastically affect sales?
\nUnfortunately, yes!
\nBesides spending endless hours in creating B2B SaaS marketing campaigns with great content to nurture your leads, if you’re not paying attention to consumer onboarding practices, everything goes in vain.
\nLet’s learn the essential client onboarding strategies for SaaS businesses that yield better conversions when you have already allocated resources in terms of time, money, and energy for acquiring your consumers.
\nLet’s first quickly understand what consumer onboarding is. In simple words, consumer onboarding introduces your product to new users that helps them understand how to leverage it at its best.
\nA well-structured consumer onboarding plan will surely help your potential clients comprehend your product’s capabilities that would further ensure they become loyal consumers soon.
\nAn enterprise should understand the importance of a well-structured framework that quickly guides new users regarding your SaaS product and its USP (unique selling point).
\nWhether it’s a personalized welcome or product demonstration, everything adds value towards your brand reliability that helps potential clients convert easily.
\nAlso read: 5 Ways User Onboarding Software Can Revamp Your Application.
\nSince you’ve learned a lot about the consumer onboarding process and its importance, let’s glance at the strategies that can be quite helpful in creating the finest SaaS onboarding process.
\nDifferent strokes for different folks, which is perhaps the reason enterprises must understand that every client is different, and understanding their unique requirements is vital.
\nMany SaaS-based product companies come up with the same onboarding policy that may work for a few users, but most of them won’t find it valuable.
\nCreating user personas can be quite beneficial for companies, along with more emphasis on problem-solving content.
\nOnce the real-life problems of diverse types of targeted users are addressed, you can start creating meaningful journeys by softly pitching your product as the ultimate solution for every issue.
\nWhenever a user purchases any SaaS product, they’re generally having a problem and are generously looking for a solution for the same.
\nThey land on your website and come across the product introduction to learn more about its features and its abilities to help them perform a task conveniently or efficiently.
\nSince your product may have many great features that different consumers would love, they have most likely landed to use your product for one specific reason.
\nHence, you need to focus more on that. Don’t just overcrowd your product introduction with a bunch of features at once.
\nCreating an onboarding strategy around your product’s core features could be a game-changer for your business.
\nMake sure your potential clients are comfortable with the product first, and then you proceed with the introduction of additional features.
\nAdding more stages to your onboarding strategy is perhaps the key to win consumer trust and navigate conversions without any hassle.
\nUsers get distracted from the onboarding process when they come across sign-up forms with a lot of fields. Since your competitors are just a click away, you need to leverage the potential of progressive profiling at the earliest.
\nFor this reason, adding more stages to your onboarding process with minimal steps can significantly boost your conversions.
\nLoginRadius can be the ultimate solution for designing the best onboarding strategy that helps in creating personalized experiences to build richer profiles to earn consumer trust.
\nChoose which data you want to gather through various stages of a consumer’s journey. With LoginRadius Progressive Profiling, custom workflows allow consumers to share information as they continue to interact with your brand. You can set your own rules to suit your business requirements and win your consumers’ trust.
\nApart from this, make sure you avoid:
\nAll these practices can help in building trust in your potential clients, which further increases the chances of conversion.
\nSaaS-based enterprises need to quickly gear up for adopting the smartest onboarding strategies that not only improve conversions but eventually prevent consumer churn.
\nAs an enterprise, you may have a lot of information regarding your potential client, but it’s always a great idea to optimize your product information for a flawless onboarding journey.
\nLoginRadius can be your best onboarding partner that can help increase conversions and also minimize consumer churn.
\nWith a long list of features to enhance your business growth, LoginRadius paves the path for a successful onboarding journey.\n
A few weeks back, I completed my first year in LoginRadius as a Customer Success Manager (CSM). When I look back, 2020 was an exceptional year—the excitement of starting a new job, new office, new colleagues, breaking out of COVID-19 lockdown, work for home, and adapting to the new normal.
\nCSMs have a bunch of responsibilities with day-to-day activities that can vary quite a bit. On my side, I have the chance to manage different accounts/customers (small, medium, enterprise) from various industries (Broadcast, Beauty, Hydro, Market index companies ...), which is truly enriching.
\nEach customer is unique, with their challenges, priorities, budget, and lifecycle stage. My end goal is to ensure they get a great experience, maintain their happiness, and give them the maximum value out of LoginRadius from the moment the sales team hands over the customer to me.
\nManaging customers successfully takes time, and my first month was dedicated to getting familiar with the LoginRadius admin console, understanding our value proposition, learning about the different processes and tools before starting to engage, and taking ownership of some accounts.
\nI have great memories of that time; it’s like the honeymoon period, where everything is new, exciting, and smooth.
\nI had the chance to meet all my colleagues and enjoy the super lovely office. After all that overwhelming onboarding and ping pong hours bonding with my colleagues, it was time for me to jump into the real stuff!
\nSo, what real stuff? Well, it included customer onboarding, account management/ escalations, customer health checks, business reviews, renewal, upsell, customer advocacy, and similar responsibilities.
\nLet’s start with customer onboarding, which is one of the most important tasks CSMs have. The process involves:
\nThe base of the relationship moving forward often starts at this stage. The stronger, the better. After all, CSMs are the go-to person and the first point of contact for any questions or support the customer may have/need during the implementation and after going live.
\nI remember that my first customer onboarding was for a Panamanian customer. At the POC stage (Proof of concept), there were some language barriers that I had to overcome as the stakeholders from the customer’s side were not that fluent in English and my Spanish is rusted.
\nIt was a great experience and made me more confident about delivering onboarding and helped me get familiar with the whole process.
\nI realized that customers’ business reviews are critical to us as they give us a chance to engage with a different audience (Management level/ executives) and discuss their LoginRadius journey.
\nIt is a time dedicated to generating conversation and post-go-live, understanding from all angles what worked well, what features were used or what wasn’t, what went wrong during the last months, and what will be different in future quarters, re-emphasizing the value they can get from us.
\nThe reviews help us keep our business on track, stakeholders aligned. It fosters the relationship between both parties and opens up more opportunities for improvements and future collaborations/upsells, and that’s what we want!
\nIn terms of preparation, QBR requires collaboration and inputs from the different internal team:
\nI just have to tag the right team member on Jira (that’s the project management tool we use) and follow up accordingly to get all the inputs for the QBR meetings. With all the responsibilities CSMs have, I’ll admit that our days are definitely driven by prioritizing the customers’ needs, goals and requests.
\nCSMs are considered the voice of the customer where they have to make sure their customers are heard. It is our job to balance and defend both the customers’ and company’s interests.
\nIt’s not an easy task! But throughout the many experiences CSMs are exposed to; they eventually learn to navigate the different parties' interests to benefit them successfully.
\nThat’s where I realized that these CSM responsibilities form the pillars of “growth” within LoginRadius. Being able to contribute to it is rewarding :)
\nWithout effective product marketing, they will not be able to make your product reach the target audience even if it holds excellent features. Therefore, developing a better product concept in marketing or holding a sound comprehension of your most unparalleled product advantages can assist you in selling your unique brand to targeted customers. For example, Apple is one of the few companies that not simply list the impressive features of this product but also uses those features for a better product understanding so that they can assist people more efficiently. A product marketing strategy acts to control the market position, pricing, and online advertising of your newly launched product. It assists you in taking your product from the growing stage to launch and acquaints new customers about the product that you wish to market. However, product marketing can only work if you act right and follow some effective strategies. Hence, to assist you with this, here are some of the tips you can follow to optimize your product marketing strategy. The most significant tip that you must follow to optimize your product marketing strategy is to determine your buyer persona and identify the right target audience. By defining your target audience and identifying their distinct needs and requirements, you can modify your product marketing strategy to ensure that your customers are always happy with your product. Another tip you must follow for your product marketing strategy optimization is setting some reasonable and attainable short- and long-term goals for your product. The goals you want to set for your product will always depend on the kind of product you hold and what outcomes your company wishes to achieve. Without a well-developed product marketing strategy, it is difficult for businesses to thrive amongst consumers. Every company perceives diverse ideas for its product marketing and practices distinct actions to attain distinct goals. Hence, it can be asserted that developing a great product marketing strategy will ensure that your product receives great success amongst its target audience. \n In today's digital world, the demand for robust identity proofing solutions is greater than ever. As businesses strive to protect their systems from increasing cyber threats while maintaining a seamless customer experience, orchestration has emerged as a powerful tool. By integrating comprehensive identity proofing solutions through orchestration, companies can enhance security, improve compliance, and deliver a smoother user experience. Let’s understand the aspects of comprehensive identity-proofing solutions. With the rise of digital interactions, businesses face significant challenges in verifying the identities of users, customers, and employees. Cybercrime is rising, and organizations must protect sensitive information and prevent unauthorized access. This has made identity proofing an essential component of modern business operations. Traditional identity verification methods, such as passwords and security questions, are no longer sufficient to combat sophisticated attacks. Businesses must adopt more advanced techniques that leverage biometric data, machine learning, and real-time analysis to ensure accurate and reliable identity verification. Orchestration in identity proofing involves integrating various verification tools and processes into a single, cohesive platform. This approach allows businesses to automate and streamline identity verification tasks, making them more efficient and effective. By utilizing orchestration, companies can: Comprehensive identity proofing solutions offer advanced security features that help businesses protect their digital assets and user data. By leveraging multiple verification methods, organizations can create a robust defense against identity theft and fraud. Orchestration allows these security measures to be applied consistently and automatically, reducing the risk of human error. Businesses must navigate a complex landscape of data protection and privacy regulations, such as GDPR, CCPA, and PSD2. Comprehensive identity proofing solutions help companies stay compliant by integrating regulatory checks into their workflows. Orchestration ensures that these checks are performed consistently and accurately, minimizing the risk of non-compliance and associated penalties. A streamlined and efficient identity verification process is crucial for providing a positive customer experience. With orchestration, businesses can reduce the time and effort required for users to prove their identities, leading to higher satisfaction and loyalty. Automated processes also minimize the risk of false positives, ensuring unnecessary security hurdles do not inconvenience legitimate users.How to Optimize Your Product Marketing Strategy
\n\n
\n\n
\nWrapping Up
\nIntroduction
\nThe Growing Need for Identity Proofing
\nWhat is Orchestration in Identity Proofing?
\n\n
\nBenefits of Comprehensive Identity Proofing Solutions
\n1. Enhanced Security
\n2. Regulatory Compliance
\n3. Improved Customer Experience
\n