Programmatic for customer servicing
Programmatic is definitely a hot topic. There is not one day that passes where we do not discuss the challenges and opportunities of programmatic with Belly & Brain clients.
A lot of time is spent discussing technologies that exist, partners that can support to deploy, processes to put in place to manage, and skills to develop to optimise.
However still too little time is spent discussing the real possibilities of programmatic from a customer perspective. Too much time spent discussing “next best offers” for up-sell or cross-sell and not enough time is spent talking about “next best action” possibilities to better service & guide customers.
Have you ever envisaged programmatic as a way to guide your customers in their customer journey ? Have you ever used programmatic to help your newly acquired customer make the best of the product/service that was purchased ?
Demonstrating your added-value as a company is a critical business challenge, especially if you are in a commodity sector where servicing and relationship management are key differentiating factors.
So start thinking about programmatic as a solution to seamlessly guide through customer journeys & servicing as well.
If you’re interested to read more about this, take a few minutes to read this blog post : http://blog.marketo.com/2016/05/personalization-makes-programmatic-advertising-a-win-win.html
About the author
Audrey has been managing digital strategy and digital transformations during several years from within large corporations before creating Belly & Brain.
By creating Belly & Brain, her aim was to design a consultancy firm finally adapted to the needs and reality of business leaders confronted to strong digital challenges - combining consultancy and coaching capabilities able to handle as well marketing and sales strategic questions, as well as change management, organisational & culture challenges needed to actually deliver on the transformation.
Audrey organises regular free meet up sessions with executives to discuss their challenges and give rapid feedback on solutions and options. Learn more about these here
Too often in organisations, we have seen benchmarks that missed the point and didn’t reflect the reality of the market. The focus was either on details or on a very limited aspect of the brand experience and that was not delivering enough beef to solve the problems we were confronted to.