Business-to-Consumer (B2C) marketing refers to the tactics and
strategies in which an organisation promotes its products and
services directly to the consumers.A classic example of a B2C
business model is that adopted by Amazon, a household name to
reckon with! In the case of Amazon, the end users of a product are
the individuals themselves. Over the years, the B2C model has
undergone sea change in terms of the marketing strategies adopted
to ensure better reach and maximisation of conversion ratios. A
large part of this transformation has come about as a result of
companies opening up to tech-savvy ideas and methods of
marketing.
Businesses today target customers digitally by smartly incorporating
6 second plug-in ads in between 2 minute, online videos instead of
displaying a 3 minute ad interspacing a 30 minute daily soap
episode. The digitalisation of businesses is all the more important in the present pandemic scenario when people are forced to refrain from engaging in physical communication and are resorting to
availing net based products and services. B2C business houses are
hugely capitalising on this shift in the consumers' mindsets and
coming up with marketing strategies that are completely based on
digital platforms. Let's take a look at some of the trends in the
digitalisation of the B2C businesses, in modern times.
1. Wholesome experiences - for any business, it is the
customer experience that ultimately matters. The primary
focus, thus, for any B2C business is the level of engagement
that it can create with its customers. In the digital space, one
excellent way of creating this lasting impact is to inculcate the
use of 360 degree videos or virtual tours to make the
communication more realistic and exciting. Imagine before
buying your dream house, you are allowed to take a digital
tour of the property sitting in the comfort of your home!
2. Use of AI strategies - have you realised that these days,
most communications pertaining to after sales service or any
query about a product and service is being handled by
Artificial Intelligence or Chatbots. These engage with the consumers in actual conversations. This ensures that the
customer query is answered promptly reducing the waiting
time that is associated with human interventions. Further, the
chatbots, unlike physical customer service, are available 24*7.
Apart from providing after sales service, these AI systems can
also assume the roles of coaches or mentors, giving whole
new digital solutions to various aspects that otherwise require
human intervention.
3. Captivating Attention spans - with the world coming to a
standstill owing to the recent pandemic, people are resorting
to using the internet like never before. Be it education or
shopping, be it party invitations or yoga sessions, it's all on the
digital platform today. On the other hand, businesses are
using digitalisation as an opportunity to enhance their
businesses. One key mantra while opting for B2C digital
business is ensure that the product or service catches the
customer's attention. Unlike in old days, the methodology
behind advertisements has changed a lot, deviating from the
traditional billboards, print ads or for that matter even long
commercials aired on TV or radio to 30 seconds pitching in
between your favourite YouTube bites. The trick to drive the
communication home effectively and ensure a good recall
value with the probable buyer while he/she is leisurely
scrolling through the phone!
4. Customised offerings - Gone are the days when
businesses would make products with the concept of one-for-
all. Today's consumers are so much more aware about their
exact requirements from a product or service. In order to make
a mark in this cut throat market competition, B2C models must
adopt the practice of providing customised products and
solutions that are unique to each buyer. Here digital platforms
are of great help as it allows the businesses to showcase their
offerings easily allowing the buyers to pick and choose from
the various ranges of offerings, once again just a mobile click
away and thus hassle-free!
5. Service orientation - The customer orientation that goes
with B2C business is no longer that of obligation in that the business house does not wait for the customer to raise a hue
and cry before pitching in with a solution. The trend these
days is rather to offer a customer delight by acing the service
quality. Companies are focusing on customer centricity, and
digital platforms are making this achievable eg., round the
clock service desks or one on one contact made possible by
social media handles etc.
6. Gaming techniques - B2C businesses are rapidly turning to
the gaming way to enhance their customer connect.
Companies these days are launching cool apps of their
products which connect with the buyers with the help of
gaming techniques. This makes the whole gamut of
communication fun, interactive and ensures a good
conversion ratio by getting the customers hooked on to the
product or service. Common gaming genres employed by
smart B2C business houses are quiz, surveys or simple
games.
7. Going vocal - Although migration to the digital platform
gives good returns to the B2C business models, it is anytime
more effective to connect with the buyer audience through the
audio visual mode instead of only putting up written content on
the web. Common methods of connecting and engaging with
the customers include live interactive sessions, podcasts,
webinars, educational and informative videos etc. It has been
proven that business owners who employ this methodology
are able to reach out to larger audiences and the likely
conversions are higher as against putting up only reading
materials online.
8. Silo concept - Companies these days encourage their
professionals to engage with buyers through channels of
social media or website in a personalised manner. This allows
niche marketing to specific segments and brings about the
reality marketing genre to the customers. This works well for
them as they can better connect with the claims and
information about a product or service rather than a celebrity
promoting the same.
9. Instant / direct messaging - Another very simple and
effective mode of reaching out to customers is through
messaging. Since people are anyway on their phones most of the times - for work as well as for leisure- messages are likely
to catch their attention faster than written or verbal content on
the web. It also ensures that the regular schedule of a
customer is not disrupted whereby he does not have to block
his time to attend a webinar etc. Messaging phone to phone is
common; however, messaging can take place between social
media sites eg. Instagram or Twitter messages.
10. Amalgamation - While digital marketing appeals a
great deal to generation Z, there is still roughly 20% of the
customer base who relies and prefers physical interaction with
the product seller or service provider to get a first hand touch
and feel of the commodity that they are buying. Keeping in
mind this mixture of preferences, B2C businesses can
continue operating by amalgamating the traditional marketing
ways with digital platforms.
Keeping in view the digital revolution that has gripped the
world, it is the smart thing to move your business on the digital
base to reap the benefits of exponential returns.
Connect with Anventures to give your marketing strategy a
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