When most people hear the word "marketing," they probably think of TV commercials, magazine ads, and other advertising methods that reach a large, unspecified audience with the goal of attracting new customers.
Such marketing techniques are known as mass marketing, but have you heard about one-to-one marketing, which various companies have begun to focus on in recent years?
In this issue, we will introduce One to One marketing and practical customer service techniques using UGC tools.
Contents: Contents
What is One to One Marketing?
2. Why One to One marketing is required
3.Customer service techniques through One to One marketing
summary
What is One to One Marketing?
One to One marketing is in contrast to mass marketing, which disseminates information uniformly to the masses,Marketing techniques to disseminate information and make proposals that meet the needs of each individual customer.It is.
For new customers and existing customers who have already purchased our productsIndividual approachtakes. Because the customer service is tailored to each individual customer, it tends to increase customer satisfaction and is said to increase customer loyalty.
One to One marketing is,Measures aimed at increasing customer lifetime value and ultimately enabling the creation of repeat and loyal customersIt can be said that
2. Why One to One marketing is required
One of the reasons why One to One marketing has become more sought after is the diversification of customer needs and the retention of existing customers.
Diversification of customer needs
In today's society, where information on products and services abounds, individual lifestyles are also diversifying. In line with this trend, the customer needs of companies continue to diversify,Demand for personalized marketinghas been heightened.
For example, products that are in line with customer preferences can be proposed via e-mail or DM or displayed on the e-commerce site based on purchase and browsing history to attract customer interest and attention.
From the customer's perspective, this is different from mass marketing, where even uninteresting advertisements are promoted, because products and services of interest are proposed,Opportunity to visit e-commerce sites on their owncan be done.
After that, because they can purchase the products and services they like in a concise manner without spending time on searching,Stress-free appeal is possible.The first two are the following.
Diversification of customer needs
Acquiring new customers is an essential marketing challenge for any company to expand its market, but in recent years, marketing has increasingly focused on retaining existing customers.
Reasons for this include the fact that it has become difficult to acquire new customers using traditional mass marketing methods due to intensifying price competition and changes in customer contact points resulting from diversification of information acquisition media, and that it is less expensive to maintain existing customers than to acquire new ones.
By approaching existing customers individually,Aim for stable earnings by encouraging repeat purchases and increasing the number of "fans" of the company.The following is an example of a product that can be used in this way.
3.Customer service techniques through One to One marketing
So how is One to One marketing actually done? We will introduce it from the perspective of the use of UGC tools, which have been the focus of much attention in recent years.
Reply to review postings
Using the UGC tool, you can provide one-to-one customer service by replying to review posts submitted by customers. When replying,Provide product suggestions and post-purchase customer support for each customer.Therefore, it can foster a sense of trust between the customer and the brand.
In addition, even when there are negative reviews, by responding sincerely and offering solutions to product issues,Turn low-rated customers into loyal customersThe following is an example of a product that can be used in this way.
These functions are used to serve customers, while also providing one-to-one customer service,Reduce the amount of time employees spend serving customersIt is possible to
Rewards (coupons and points)
By actions taken by customers, such as posting reviews, posting photos and videos, and sharing on social networking sites.Coupons and points awardedIt is important to
Number of coupons and points awarded,Separate delivery for each actionThis can increase customer loyalty and motivate them to contribute.
To create repeat and loyal customersMeasures to increase customer loyaltyIt can also be used as a
Q&A function
This function allows the site operator to answer questions from customers about products. Since each customer's questions are addressed individually, this can foster a sense of trust in the brand and encourage customers to make purchases.
What is important here,Analysis and management of customer information, products and serviceson a daily basis to make the purchasing experience smooth for customers' questions.Appropriate suggestionsThe first step is to do the following.
summary
In this issue, we introduced One to One marketing. By utilizing UGC tools such as replying to review posts, giving rewards, and Q&A functions, it is possible to provide one-to-one customer service online, just as it is done offline in physical stores.
U-KOMI is a UGC (User Generated Content) utilization tool for collecting and utilizing customer feedback. By using this tool, you can display reviews beautifully on your e-commerce site, not to mention improve your conversion rate (CVR) by utilizing Instagram content,Implementing a mechanism that enables the real-time utilization of a living information asset in the form of reviews as a feature.I am doing it.
In addition, U-KOMI is,U-KOMI AIThe AI function is implemented as an AI function calledU-KOMI AI is a set of smart AI functions that performs sentiment analysis, keyword extraction, AI score calculation, and automatic reply to reviews.
From customer service to service and product improvement, we take marketing to the next level.
Why not take this opportunity to try a one-to-one customer service approach using the review tool?
Examples of One to One customer service measuresis here : https://u-komi.com/jirei/jirei33/
Download Materialsis here:https://u-komi.com/
To U-KOMIContact usis here : https://u-komi.com/contact/
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