What you need to know to harness mobile apps, social CRM and gamification
Enhancing Digital Experiences with Mobile Apps
1. Determine Use Cases
Conduct market research to identify customer frustration points then how the app makes customers' lives easier and
solve problems.
2. Design key functionalities and user interface - should be
intuitive!
3. Think about the back-end support
Integration involves back office, physical outlets, other
media channels and third-party partners
Providing Solutions with Social CRM
Use of social media to manage brand interactions with customers and build long-term relationships.
How?
a. use to listen to voice of the customer
b. involve brands in general conversations
c. handle complaints that potentially lead to brand crises
STEP 1 : Build sense-and-respond capabilities to matters that can be actionable, scan major complaints and negative sentiments and topics that can allow brands to jump into the conversation and make a positive impact.
STEP 2: Develop and empower social CRM agents that have a high level of empathy and strong knowledge base
STEP 3: Leverage community involvement to involve loyal advocates to volunteer and have the platform be a self-help avenue.
Driving Desired Behavior with Gamification
STEP 1: Define actions to trigger
Remember to influence purchases, referrals and payments as a marketer.
STEP 2: Define customer enrollment and tiering
You can actually apply a penalty mechanism to continuously motivate customers and manage costs.
STEP 3: Determine recognition & rewards
Instant gratification is a trend without having to wait to save the points in order to get a reward.
[endif]Summary: Mobile Apps, Social CRM and Gamification
Q: How can mobile apps, social CRM, and gamification help you engage your customers?
A:Currently the company has a TFC.tv mobile app to view the content or TV shows which we sell on a subscription basis. We use social CRM to do listening and answer to the queries of the community then gamification and have viewer promos for very strong shows and incentivize via merchandise.
Q: What are the challenges of executing customer engagement programs in your business?
A: Since we have a large company, there's a lot of layers in the organization that requires permissions on execution as well as managing the budget across regions due to the global nature of the business. Incentivizing the winner also involves coordinating logistics across offices in different geographies.