marketing-experts-africa

[marketing-experts-africa]

How we learned not to outsource eCommerce customer support

As a self-employed entrepreneur in over the past year, the majority of my day has consisted of spent working and the other half of my time was looking for ways to outsource and get rid of my job responsibilities.

I am aware that customer support and chatbots as well as VAs from overseas and other AI/technology can make different ways of removing yourself from assistance with customer complaints an easy, appealing job.

However, I strongly advise against it.

Directly speaking with customers (whether via chat, phone or via email) can be a great way to boost your customer loyalty however, many businesses miss out on the chance to cut down on time every day.

Over the last 20 years the business world has moved away personal contact with a person and towards automated, non-personal communication. You can differentiate yourself by offering customers with the service that others don't.

You are able to distinguish your brand through what you offer, the pricing, and the quality of your marketing/brand. These aren't easy.

However, differentiation based on customer service is a breeze.

I created an Google Voice number and put it on my website , emails, and orders, and also invite calls. We process approximately 100 orders per day, and I could receive 1 call a day. This is it. Between the calls, Facebook/Insta messages/comments as well as emails, I could be required to devote 30 minutes each day.

It's a fluctuating 30-minute period that keeps me from what I'm doing and diverts me, yes. It's not without its drawbacks. However, the benefits outweigh the inconveniences.

The majority of customers who call leave in shock

Surprised to discover that a individual actually picked up the call immediately.

Surprised that I didn't put my callers on hold five minutes.

We were shocked that I did not transfer them to a different person and they had to justify themselves over and over

It was a shock to me that I was so happy and helpful, and even engaged.

Confused that I was able to answer the question, no matter what it was, right away instead of letting it fall into a void, and hoping they get a response.

Incredulous that I could not respond, I decided to follow up with a personal contact and did

We were shocked when they called the owner of the company calling to respond to the basic question which was already answered by one email they received. They frequently excuse me from making the call.

We receive a lot of positive and glowing reviews on our website and on social media by customers who tell us how much they appreciate us. They rave about our unusually excellent customer service.

However, what I do the majority often is pick up to the phone and confirm that the product has been delivered.

It's 5 minutes, and I am one of my customers who has been loyal to me for the rest of my life.

[marketing-experts-africa]

How to find influencers

I've previously written (find this in my history of posts If you're interested) that the majority of "influencers" are broadcasters--not influencers and therefore are able to send a message to a large number of people, but they have no control over their purchasing choices.

From a vendor's perspective, the challenge is to discern between broadcasters and influencers. It's nearly impossible to evaluate the quality of posts, engagement rates as well as quality of comments and then draw a precise conclusion on the possibility that this person is able to influence people to purchase your product. It's not difficult to recognize unprofessional broadcasters and to identify who's not useful, which can be helpful in a certain degree but to know who has the ability to influence their audiences it is important to test it yourself.

What I've discovered that works best is to choose quantities, provide really large commissions for a short period of time, and then build more relationships according to the outcomes.

Locate as many influential micro-influencers from the area as you can and then negotiate a straightforward and brief commission-based arrangement. You'll soon learn the approximate amount of audience they need to reach before they will not do a commission. Keep it just below the threshold. This limit is contingent on the market and how profitable your business is.

Be and generous in your compensation in the short term. The idea is to bring as many people on board as you can. Of course, you should rely on your own judgment in assessing the suitability to the needs of your audience. It's not worth wasting any time.

Review the results and find out whether any deals produced positive results in relation to the content they published and what their target audience is. Begin to build relationships over time with the influencers. Be upfront with yourself about how you cannot provide the same offer as before, but ensure you're offering an acceptable price. If you are still struggling, call in the assistance of an eCommerce expert.

If all went smoothly it's because you've validated a few influential people. Repeat the process to create an influential group to work with over the long term. I've observed this method work great for a variety of businesses. Have fun!

[marketing-experts-africa]

Create your Go-To-Market plan with the user in mind

It doesn't matter where your company is located since the majority of markets in the area as well as the world market are expanding and growing.

To shine your business and be noticed by current customers, you must recognize the real value of your offering as well as ensure your targeted clients know what they are getting when they buy your product or service.

The process of defining a go-to-market plan

The actions we have discussed are part of the go-to market strategy. Although this strategy could be used to any marketing endeavor but, generally speaking, professionals and marketers need this approach in the course of launching innovative products or services. In a sense this is an effective pre-launch strategy to help users gain an advantage over their competitors.

When it comes to the definition of the go-to-market plan the most effective way to think about this is to view it as a plan for business that is dependent on both external and internal resources that are available to a company for demonstrating and present the benefits to customers and gain a competitive edge in the marketplace.

Preparation of go-to market strategy

In the beginning of this process, it is important to consider making changes that can assist you in determining your ideal market. If you're an established business it is important to determine whether your new product or service that you are offering is compatible with the needs and demands of your current customer base or if you want to expand your offerings to expand your reach to new categories of clients.

When you've answered these questions, you'll be able to carry on your research to determine the worth of this product. A crucial step during this phase is to establish the price of this service or product. Businesses often face challenges in determining the pricing strategy when trying to create an item that is completely distinctive. This is the reason you should be attentive to this aspect.

Pricing isn't the sole stage in this process since you must also consider the method of distribution and marketing channels that you employ for marketing. If you look at the above factors and weigh every option that you have, you'll be able to identify ways to gain a competitive advantage.

A perfect example of the Go-To  Market strategy

Once you've mastered the fundamental elements of the go-to market strategy, let's discuss an illustration. Let's say that you're the CEO of an organization that deals with telecommunications and you are creating a new subscription plan.

In the beginning, you must determine the appropriate type of person who are interested in the product. If your intended customers are companies, you need to find the most effective ways to showcase your product to such entities.

For instance, you could make use of the professional platforms for social media, or billboards. If you can draw a certain amount of potential customers ready to progress through the buying process, you must have an option to allow customers to purchase the product or service via the channel these types of consumers typically utilizes, such as for instance, the Internet (through your website) or through sending agents. This is a strategy that is focused on the user that is likely to work well provided it is done correctly.

Positioning of products as an element of developing a user-centric strategy

If you wish to see an increase in sales with your launch plan be sure to be aware of the positioning of your product. Professional marketers use this technique to determine how to convey their products' (or the services') characteristics in the most appealing way to the right people (target customers or audience).

There are many aspects of positioning your products to consider, and, if you incorporate these elements in a proper method, they can aid you in creating the most effective user-centric go-to market strategy. First, you have to take your customers' wants, needs and wants into consideration. Make sure you are as precise as you possibly can.

For instance, you should not solely focus on males under the age of 30. You must consider your target audience as men who are under 30 with a particular annual income, geographic location as well as interests. What are their needs?

Review the offerings of your competition

It is the next stage to study the offerings of your competitors. What is their product or service? What makes your product or service superior? What should you highlight in your communication with prospective customers? What is it that makes your company distinct?

Then, you need to discover the appropriate channels for communication and communicate a message that the audience can comprehend and appreciate. For example, advertising the latest cosmetics On TV during a sporting event is not an ideal way to utilize communication channels in a positive way.

A go-to-market plan is advantageous because it helps reduce the time it takes to market products, opens up a way to expansion, manages problems with innovation, and helps reduce expenses associated with failed launch campaigns. Keep in mind that the primary component to consider is the user's needs and his requirements and needs.

[marketing-experts-africa]

Calling up abandoned carts vs automated emails

Have you ever thought of calling abandoned carts rather than sending automated messages or text messages? We tried it in the last couple of months, and we got some interesting information that really surprised me:

The conversion rate we saw with automated emailing via Klaviyo was 5percent. Contacting them resulted in 17%.

The average value of orders on the orders we converted ranged between $52 and $78. It is apparent that people feel more confident about ordering once they establish a personal connection to the brand via the phone.

We have a number of repeat purchases is 13% however on calls we made over the phone, it was nearly three times that amount 31 percent! We were shocked. Again, we believe it comes down to the need for trust and personal connection.

Anecdotally, we found that our customers were sending people to our website at a higher percentage. In the end, the people who we contacted became better customers in every aspect. Email and text messages are both unpersonal and often overused.

I am sharing this data to serve two reasons

Since it awed the hell out of me. I'm sure that anyone who reads this will see the same outcomes. Why aren't you trying it? Make phone numbers at the time of checkout and then give them a an email when they stop. Some won't but you'll be able to gain a lot of knowledge! There's no way that person is upset. The majority of people are quite content to seek assistance.

Since I am the owner of an 3PL and would like to offer this service to our customers to add value. Prior to doing this I'd like to create some case studies to ensure my data is more solid and covers various industries. My previous employer was a call center in the United States and this is one of my expertise. We used only female US-based callers in this study, BTW.

Let me know if there are any concerns or for ecommerce marketing help. Thank you for taking the time to read.

[marketing-experts-africa]

Achieve Facebook Ecommerce Success in 2021

Many people are already aware of these things For those who don't, here are the strategies you can use to be successful with eCommerce Facebook advertisements in 2020.

(1) Be broad with the audience

In the past it was the intention to get a grip on the audience and then to create niches. Now, you're looking to broaden your horizons and let Facebook utilize its algorithm to locate potential customers. Why? Because the bigger you get, the lower your expenses will be (small audiences mean a higher cost of reaching 1000 individuals). Facebook is also becoming adept in identifying customers for you therefore it's more beneficial to be broad rather than restrict Facebook.

There are a few options to accomplish this: 1.) There is the option of going extremely wide without target. It can take a while to get dialed in, but it will give Facebook the ability to determine the people they should display your advertisements to and helps reduce costs. 2.) To increase the reach of your audience, select your audience and clicking expand.

(2) Be sure to make a bid on purchases

A couple of times ago the objective was to have the most affordable cost per click. Today, Facebook has machine learning which helps you determine the people who are more likely to purchase. I'm not sure exactly what this is, however I'm guessing they display your ads more often to those who stop watching your advertisement for three seconds since they know that is a 10x increase in their likelihood purchase, etc.

The best way to make use of all this potential is to ensure that you're optimizing for purchase not clicks, reach or video views engagement, adding to carts and so on. This is true for every stage through your process, all the way to the top one.

(3) Make sure that you invest enough money to reach your top end of funnel

This is the most common error I have seen people make. They might invest 50% in marketing and prospecting, with 50% going to remarketing, or even 70% of their remarketing budget and 30 percent on prospecting. You must turn the funnel around and ensure you're spending at minimum 70 percent of your budget for prospecting. This is because you must get enough people in the funnel for remarketing be effective and spending 70% of your budget of increasing traffic to your site is the ideal way to achieve this.

Remember that your audience retargeting should have approximately two times the ROAS in comparison to prospecting. Therefore, if you're getting 2 ROAS from prospecting, you'll need 4-5 for remarketing. These are only general guidelines. The blended ROAS will get you close to where you want to be, provided that you're spending enough time prospecting.

(4) Creative matters...a lot

Yes, copy is important however, creativity can determine the success or failure of your Facebook ads.

In order to ensure you're benefiting from creative opportunities You must ensure you're making use of static images stories, video ads and dynamic product advertisements. They all work when combined, particularly when you have great creative assets. Sometimes, static is better than video, however you should ensure that you check out your video ads as well.

(5) Don't forget about your previous customers

Not least, you shouldn't forget about your customers from the past. The best way to grow sales on eCommerce is through Targeted Taffic Conversion Rate X Lifetime Value or Average Order Value. Yes, you'd like to attract new customers and show remarketing advertisements to convince more people to purchase and you'll also need to advertise to customers who have already purchased from you since it's much easier to convince them to purchase from you again than get a new client.

A few ways to make use of this include:) Create ads, campaigns and so on. that target past customers using your customer database over time or pixel purchases 2.) Make use of email marketing to encourage former customers to purchase.

Contact me if you have any questions regarding any of these. The stores I work with are seeing fantastic outcomes with these strategies, and I decided to spend the time to discuss the strategies with you.