Customer Journey – New Digital Noise

Achieve Exponential Growth in Your Overseas Property Business

Wed, 28 Aug 2019 17:44:35 +0000

The overseas property market used to be dominant by parents who have sent or are planning to send their children to study abroad and those who plan to retire overseas. Not anymore.

Hong Kong property investors recognize the stable growth rate and rental value of properties in cities like Vancouver, Toronto and London. The higher profit margin attracts investors to switch their investment to overseas from the local market, where there are ever-increasing investment costs and a slower rate of return.

Let’s not forget the reverse migrants. For instance, there are an estimated 300,000 Canadian passports holders in Hong Kong. After their emigration to Canada in the 90s and return to Hong Kong, thousands are moving back to Canada with their children, Canadian census data shows.

Given the high demand for overseas properties, this is a great opportunity for overseas property investment businesses to build an online presence to capture business growth via effective digital marketing.

Seminars and trade shows are mainly where conversion occurs. And while many agencies still stick to promoting these offline events via traditional media platforms such as printing pamphlets and placing newspaper ads, potential buyers of the digital era are doing their research and obtaining information online. By appealing to your target audience with an engaging O2O campaign, forward-thinking agencies can be ahead of the game in no time.

NDN Group has been helping to build brand awareness for SQM Global Properties, a real estate agent focusing on overseas sales and marketing services in Hong Kong. Our campaign delivers curated content driven by comprehensive digital marketing strategies that encompass social media, media placement, search engine optimization, geo-targeting and data management.

We also utilize instant messaging applications such as Facebook Messenger and Whatsapp for Business. It gives SQM an enriched, more personal way of communicating with its customers — photos, videos, documents and more — all within the messaging App. All of these, in turn, help SQM raise the number of attendees in its seminars and trade shows with promising results.

Do not hesitate to get in touch with us if you are aspired to expand your overseas property investment business. We are more than happy to offer professional advice to help you achieve your goals. We look forward to working with you in this new digital era.

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How is Digital Marketing Shifting from Fast to Slow?

Wed, 21 Aug 2019 17:02:08 +0000

If you have been in the digital marketing space long enough, you will start to realize that many of your digital marketing strategies are not as effective as 5-6 years ago. Conversion rates have gone down, media spending went up, while customers are drifting further and further away from your business and brand.

One big thing that’s missing for most of the businesses that we see in the market is that many of them are focusing on sales funneling, building segmentations and building automation. It doesn’t mean that these marketing tactics don’t work, but if everyone is doing the same thing, how would your customer feel?

Ask yourself and your team two core questions: “Do we really understand the pain and desire of our customers?” “How can we make our customers happy and successful?” Instead of thinking about building marketing automation and marketing funnels, it’s time for you to focus on building and owning the entire customer journey as well as capturing the entire relationship with your customers. Marketing shouldn’t stop when sales are made, and a business should continue to scale through understanding the whole journey.

NDN Academy has trained over 2,800 individuals and 50 corporations about understanding empathy towards customers, developing strong customer engagement and offering a strategy for businesses to drive business growth. If you are tired of hundreds of thousands of fast marketing tactics that are not driving results, maybe it’s time to stop and think why you are doing what you are doing.

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Micro-Moment: The Golden Window With Your Target Audience

Fri, 01 Mar 2019 11:54:27 +0000

Gone are the moments when we would find ourselves staring blankly into space while waiting for takeout or riding a bus. With a smartphone in hand, people often use these brief moments to compare prices, read product reviews, or simply search for answers to random questions that pop into their heads.

These micro-moments, as defined by Google, are “moments when we turn to a device — often a smartphone — to take action on whatever we need or want right now.” Engaging your target audience at the right micro-moment can guide them through the sales funnel.

Seamless experience

Your marketing message may be powerful, but if it cannot be viewed properly on a smartphone during these micro-moments, you are marketing in vain. A smooth, mobile-friendly experience is the first step to get to your potential customers. A study by Google found that 79% of its users tend to revisit a mobile site if it is easy to navigate, or even share it with others.

Be there

Marketing automation platforms and retargeting ads are tools that you can use to market proactively among potential customers. Someone previously viewed your product? Make sure they see your ad when they move on to look at something else. Someone placed some items in the shopping cart and then went silent? Shoot them an email and remind them of the incomplete transaction, or even offer a discount. Sometimes all it takes for a potential customer to become an actual one is just a bit more motivation. According to Google, 73% of consumers tend to select a brand when they regularly hear about it.

Your content needs to make an impression and have people talk about it afterwards. Using the latest Internet’s lexicon, exaggerated movements (in a video) or even creating a catchphrase would help.

Winning micro-moments takes more than self-promotion. Actively engaging your target audience and making these moments viral-worthy is the key to micro-moment marketing. Need more advice? Give us a call and let’s talk it over.

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Trivia Game, The Real Future of Television

Fri, 01 Mar 2019 11:38:26 +0000

Have your colleagues been disappearing en masse a couple of times a day for 15 minutes each time? Don’t worry, they’re probably just playing trivia game — the online game app of the moment.

The Rise of Trivia Game

Trivia game is a live Q&A style game show app where you can win real cash prizes. The best part? You can play for free! It’s a rather simple game. During each of its 15-minute episode, each player is given 10 seconds to answer each question. If the player gets the answer right, they move along to the next question. If the player gets it wrong, they are out of the game. There are 12 questions in each episode. Players who get all 12 answers right get an equal share of the jackpot.

Launch of QQAA

QQAA is great to engage customers and build brand awareness. You can localize content easily by hiring emerging influencers or celebrities to host the episode, asking the latest questions in lifestyle, entertainment, music, or link to your products. All you have to do is make the questions interesting and fun. Players just need to login then they can start playing.

It is a win-win for both the player and sponsor. Player gets to play for free, while sponsor gets to promote their message subtly into the quizzes. A good way to engage customers and build awareness.

Trivia game shows great potential to replace TV. To start with, anyone can now be the star on a live quiz show. Imagine extending this to reality shows where you can be the judge or direct the camera to where you want it to be. TV will no longer be TV as we know it.

Whether you want to initiate a partnership with something cool or want to market your products and services through gaming experience, QQAA is an opportunity you don’t want to miss. Get in touch now for more details.

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Acquire The Audience You Want With Geo-targeting

Fri, 22 Feb 2019 03:28:25 +0000

When working on target marketing, online marketers often go all out to solve a key puzzle in mind: How to maximise efforts while minimising errors? With a simple digital tool, we’ve found a solution for one of our clients.

We worked with fast food franchise Subway on the promotion of Everyday Value, a combo launched earlier to compete with fellow fast food chain’s meal set deals. With only 24 stores in Hong Kong, Subway was set for an effective online campaign that reached out to the right customers in the right place — with the help of Geo-targeting.

Geo-targeting is a technology that makes online ads relevant to target audience based on their physical location. We activated seamless touch points at 18 of Subway stores and some of its nearby competitor stores, collecting anonymised data from the mobile phones of visitors every day.

This system identifies potential customers and classifies them into different segments, allowing us to re-target ads on Google Display Network, Facebook, Line and Weibo accordingly with A/B testing.

We prepared two sets of ad creatives for the given market segmentation, one highlighted the discount, the other on a brand new food item. Effectiveness of the two ads is quantifiable by the number of purchases prompted by respective ads. The campaign ran for three weeks and was a great success.

When done right, Geo-targeting is a highly accurate and cost-effective way to maximise ad efficacy, especially in the fast-moving retail and F&B industries. It adds value to a brand’s initiatives by gaining a better understanding of customer behaviour and essentially, helping to designate budget and resources to the right audience. Reach out and learn more from us if you are interested!

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How To Incorporate Whatsapp Business API Into Your Business?

Thu, 24 Jan 2019 06:29:12 +0000

WhatsApp for Business API is now available in Hong Kong. If you are wondering why should you use it? The answer is simple. Many of your customers are probably already using it. Just look at your family group chats on Whatsapp. Your younger cousins, siblings, parents, older aunts and uncles are all there sharing interesting news or arranging the next family gathering on it.

Messaging apps like WhatsApp have incredible engagement rates: 98 percent of mobile messages are opened and read, with 90 percent of them getting opened within three seconds of being received. Furthermore, people prefer to share news on private channels such as email or chat apps like WhatsApp, as opposite to more public networks like Facebook. Just look at your family group chats, there are always incoming texts.

More than 60 billion messages are sent worldwide through WhatsApp every single day. WhatsApp users and similar services are willing to engage with business. According to

Nielsen’s Facebook Messaging Survey, 67 percent of mobile messaging app users said they expect to use chat more for communicating with businesses over the next two years. What’s more, 53 percent of respondents say they’re more likely to shop with a business they can message directly.

What is the difference between WhatsApp for Business and WhatsApp for Business API? WhatsApp for Business is only for small businesses, whereas WhatsApp for Business API is an enterprises solution for medium-sized and large companies. That being said, the service does not allow marketing promotions, and users need to opt-in. Brands will need to use pre-approved message templates for outbound notifications. Content can contain a maximum of 4,096 characters, much longer than SMS. Rich Text, images, documents, audio and videos are supported. It is a good way to provide fast and personal customer experience. Furthermore, if users change their sim card, they can still use the app.

Five Creative Ways To Use WhatsApp For Business API

1. Orders & Order Confirmation

2. Automatic Appointment Reminders

3. Alerts & Notifications

4. Surveys

5. Staff Communication

Which brand has deployed this service? KLM Royal Dutch Airline is the first airline to test this function and roll it out globally, offering customers around the world booking confirmation, check-in notification, boarding pass, flight status updates and asking questions in 10 different languages on WhatsApp via the official WhatsApp Business application.

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Understanding the Auto Journey

Tue, 15 Jan 2019 12:19:27 +0000

When it comes to the automobile industry, it’s all about user experience — driving itself, and for marketers — the purchasing experience from start to finish. Marketers have done extensive research to better understand what goes through the consumers’ mind throughout the buying process from discovery, evaluation to purchase.

A recent survey in the US shown that women are more likely to use their mobile devices to discover new cars and brands, with 35% using mobile for those discoveries compared with 27% of men. Since women rely heavily on their social network to discover new vehicles, that influence also extends to networks on social platforms, with 34% of women discovering new automobiles through the Facebook family of apps.

When making their decision, mobile seems to be more popular among the 18-34 age group (31%), contrasting to a mere 16% among those aged 35 or above. The Facebook family of apps again plays an important role as well, helping 43% among the 18-34 age group decide which vehicle to buy. It is also worth noting that 45% among the 18-34 age group have purchased or intend to purchase their vehicle online.

The findings from the survey suggest that more auto consumers are feeling comfortable with making the purchase online. It also shows that the younger generation is now more used to processing research information on their mobile, especially women.

Marketing strategies should take into account age, gender and more in order to create a smooth and user-friendly shopping experience for customers.

Source:

https://www.facebook.com/business/news/insights/understanding-the-auto-buying-journey-of-the-connected-consumer

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How to action Customer Journey Analytics?

Ivy Yeung — Mon, 13 Feb 2017 09:18:22 +0000

The desire to understand customer journey can lead marketers and business owners to search for more effective methods in their marketing strategies to increase in sales and customer satisfaction.

In accordance to Thunderhead Blog and some researches, Customer Journey Analytics (CJA) will be the one of the main focus for marketers in 2017. Why is that? In our previous blog post, Integrated Marketing Stack ( IMC) has introduced the benefits for setting up Customer Journey profiles, highlighting ways of data implementation and process methods. Bearing the common motive with the previous post, this article will aim to run through ways of integrating the customer journey analytics with their marketing plans.

Understanding Customer Journey Analytics (CJA)

Customer Journey Analytics refers using a CRM and marketing system data to find out a group or individual customer journey over time.

Firstly, by understanding the basis of a customer’s journey, marketers will be able to predict an individual customer journey patterns, so the marketers can tailor specific marketing campaigns or promotions to what may appeal to the targeted customers.

Communications with customers always comes as priority for business owners and our society becomes more driven by the web and social media, so it drives the marketers to reach out to bigger audience group by placing their brand/business on the web. The web has become competitive as the real world, and by making your services/products available online simply isn’t enough. Marketing campaigns and advertisements remains essential, yet to stand out from different competitors, marketers need to have some effective strategies in maximizing the business’ exposure. Social media marketing have proved to be a major factor in boosting brand exposure and sales, and many marketers aim to reach out to more potential consumers by adapting social media.

Thought Process & Scenarios

Marketers will need to pinpoint their consumers’ thought process prior the purchase decision, i.e. what made the customer search for this particular service/product, what are their alternative choices and considerations? In many cases, longer customer journey usually revolves around products with a higher price point, whereas shorter customer journey belongs to single purchases usually with a lower price point. Through comparison, customers who are motivated by desires instead of needs tend to spend a lot more.

For example, Ben wants a new car, his current one is rather old but still fully functional. At this point, what motivates Ben of his purchase decision as his car is still fully function. At this point, what motivates Ben of his purchase decision even his car is still fully function. Before making the purchase decision, he began to research what are available on the market. Thought the process of the research, he needs to consider whether he wants to go for something different that will suit his lifestyle or go for his regular choices. He will weigh in the pros and cons of whether to go for electronic or petrol, hybrid or regular, finance, rent or lease etc. Every time he sees a pro, he will weigh in the con to see which is the best cost for his money, and as natural consumers we all go through that. With CJA mapping out customer profiles, marketers can appeal to consumers like Ben before he even begin his research.

Creating Customer Dashboards

Based on the previous example, from mapping out individual customer journeys like Ben’s marketers are able to predict future interests and patterns of Ben’s life cycle as customer. For instance, marketers may be able to predict when is the best time to appeal to Ben, based on the information of when he had purchased it. This prediction depends entirely on the product, therefore when applied to other products such as mobile phones, the life expectancy of the product is much shorter.

Through identify segment groups and gathering more customer profiles, marketers can set up dashboards that not only summarized groups of individual customer journeys, but also with insights and comments that allow marketers to customise and generate solutions that appeals to individual customers. Based on these touchpoints, marketers will be able to get an update and further understanding of their target audience, allowing them to re-position themselves in the market to appeal more.

Conclusion

Consequently, with all the information gathered through CJA, marketers can adapt the appropriate methods to their customer groups. These insights are pivotal to future marketing activities, and the more you gathered the more connected you customers will be. At the end of the day, all marketers have same goals in maintaining and strengthening customer relationship in maintaining customer bonding and their loyalty.

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