Startup CPG Provides Virtual Attention To Small Brands 09/11/2020 MediaPost Communications
“startups when:1d” – Google News
We recently launched an e-commerce startup selling high-quality products handmade in The Land of Smiles (Thailand). Haven’t had any sales through our site yet, but we’ve made some sales on Etsy.
We’re pushing our products towards the vegan market as this market aligns with our values. However, I’m wondering if the average person (not vegan) is interested in buying products that are eco-friendly and cruelty-free.
So far, our product line mainly consists of bifold and minimalist wallet sets that come with a coin wallet keychain. These products are made from teak leaf leather and coffee bean leather, and they come in 10 colors. We plan to launch handbags and focus more on female-centric products soon.
We’re also selling high-quality black and white patterned masks. They’re cotton, three layers (including a filter pocket) and have an adjustable strap that allows the wearer to wear it dangling from their neck while it’s not in use.
Do you have any other eco-friendly or cruelty-free brands you buy from? What motivates you to buy from a brand like us? I’m working on the marketing for this brand and would greatly appreciate any insight you can offer!
When people reach out to customer service, they’re seeking more than a solution to their immediate problem. They want empathy and understanding. What they’re often met with is a queue.
Nothing frustrates people more than calling customer support and getting stuck in a loop. According to a study by Vonage, 61% of consumers feel interactive voice response (IVR) actively poisons the customer experience — and only 13% found it more helpful than calling a human directly.
Like many solutions, IVR falls short in personalizing the customer experience (CX). A customer calls in for a specific task like paying a bill and instead cycles through a one-size-fits-all menu that in reality fits nobody. Experiences like this clearly indicate to customers a brand doesn’t care about them as a person, only as a case number.
Personalizing the experience is a start, but this isn’t the end. Customers will expect a one-on-one interaction the moment they enter your customer service channel. To make that happen, AI and analytics are creating scalable opportunities to show your customers how much they matter to you. Brands taking advantage of that opportunity can create unrivaled CX that sets them far ahead of their competition.
The personalization buzzword
Personalization has become a popular buzzword in recent years, but true personalization is much harder to attain than many companies realize. That was the case in 2016 when companies first hopped on the chat bandwagon. The potential for a new communication method was there, but the one-size-fits-all approach companies took in developing their interaction platforms created more problems for customers than it solved.
What they missed is how to create digital experiences in which customers converse with automation that adapts based on user context. Information like their product or service history and preferences should be pulled up the moment a customer engages. Data on disposition, tone, sentiment and stated intent should influence how the customer moves through the system and reaches their desired end goal. That navigation should be effortless and go well beyond text-based communications, including immersive UX options like maps, surveys, carousel selections and more — all in a spirit of lowering the cognitive weight for the customer.