Let’s Get Digital 3/3: Communications Is Key in Digital Maturity
I have a passion for digital communications, and am very lucky that I spend my days working with digital clients and helping people in my (online) communities get their dream digital communications jobs.This has allowed me an "insiders" view of the marketplace, so in my third and final blog, I look at how digital communications fits into the grander digital picture.
When you look at how these Digital Digerati behave, they demonstrate a focused approach in a few domains of excellence that include Social Media, Customer Experience, Mobile Channels, and Internal Collaboration.
Communicators: this is our territory!
Getting your digital communications on
When it comes to customer facing processes like social media and the customer experience, this is where we as communicators can really demonstrate our value.
Looking at the objectives of your business and how you connect with customers and other companies will put you on the right road in developing a robust Social Media offering. You can use these tools to monitor and develop your business reputation, promote and sell goods and services, provide innovative ways to support your customer service model and build exciting and engaged customer and business communities.
You can also help influence Customer Experience. Ensure your cross-channel communications and marketing is constant, to share a strong business voice out there in the wider world. Indeed, ensure customers are able to personalise the experience too - this can be simple tricks like ensuring they see most commonly purchased products when they visit your website, or sending tickets in a smart-phone friendly way. Self service is incredibly powerful too, and you can leverage this to keep customer service costs down.
Getting your Mobile content right is also key. As people are spending&nb
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