The strategy focuses on migrating customers to digital channels by enhancing their experience and demonstrating the benefits of digital services. Firstly, customer education is prioritized with a comprehensive digital guide, webinars, tutorials, and instructional videos to illuminate the benefits, such as cost savings and efficiency. For instance, featuring customer success stories and offering incentives for first-time users can help increase digital adoption.
Secondly, improving digital channel accessibility is essential, with efforts to optimize mobile functionality and simulate real-time services online. Real-time customer support and simplified navigation encourage seamless user interaction. For example, chatbots and user-friendly interfaces enhance the overall experience.
Finally, promoting digital channel usage through campaigns, incentives, and loyalty programs can attract users. Collaborating with other brands and using targeted ads help broaden the reach. Moreover, public recognition of frequent digital users can motivate others. This multifaceted approach ensures a smoother transition to digital platforms.
The strategies
⛳️ Strategy 1: Educate customers on digital benefits
- Develop a comprehensive digital guide for customers
- Host webinars and tutorials on digital platforms
- Feature success stories of customers using digital channels
- Create short instructional videos on social media
- Offer incentives for first-time digital channel users
- Provide in-app tips and notifications encouraging digital use
- Use emails to inform customers about new digital features
- Set up a dedicated helpdesk line for digital channel assistance
- Highlight cost savings related to digital channel usage
- Send SMS alerts to inform customers about digital capabilities
⛳️ Strategy 2: Enhance digital channel accessibility and experience
- Optimise website and app for mobile devices
- Simulate real-time branch services on digital platforms
- Ensure all digital channels have 24/7 customer support
- Regularly update digital platforms for optimum performance
- Simplify the user interface for easier navigation
- Implement chatbots to handle routine enquiries
- Enable quick access to self-service options on main page
- Conduct user feedback sessions to improve functionality
- Use analytics to track and improve user journey
- Implement accessibility features for diverse user needs
⛳️ Strategy 3: Promote and incentivise digital channel usage
- Launch a campaign highlighting digital channel advantages
- Offer loyalty points for digital transactions
- Provide discounts for services accessed digitally
- Run competitions for signing up and using digital channels
- Publicly recognise customers who frequently use digital services
- Bundle digital services with exclusive offers
- Establish a digital user community for peer support
- Send newsletters with success metrics of digital channel usage
- Utilise targeted ads to promote digital offerings
- Collaborate with other brands to offer digital service incentives
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
