In this blog post, Darren Gough of Island23 Limited, a community, content and engagement consultancy, discusses how the 24/7 nature of community management calls for creating time for self care and the importance of wellbeing.
Why bother with a digital consultation?
Delivering the best digital experience to your audiences is everything – but it all starts with a high quality digital consultation.
Whether you are dealing with customers, prospects, partners or employees, businesses today with benefit from a digital consultation to help them simplify, modernise and automate their engagement solutions to help drive:
- Deeper loyalty
- Enhance business performance
- Accelerate processes
- … and position their brand above their competitors
Our digital consultation can provide you with a summary of where your brand ranks against the available opportunities.
Why choose 4 Roads?
Why choose 4 Roads for your digital consultation?
4 Roads understands the needs of the modern business environment – we use the latest technology to create digital spaces and solutions that seamlessly blend the entire customer experience.
We partner with clients on three continents who trust us to help them improve their multi-channel online presence.
Using Personas to Understand your Audience
An often-used tool for getting to know your audience better is to use personas – allowing you to essentially put yourself into the shoes of the people who your brand interacts with, or your prospects.
Start with a simple top five user types
Start by identifying the top five types of people who interact with your brand. For instance, one of your typical customers could be a busy single parent. Another might be someone who is dependent upon benefits and stands to be affected by a proposed change in the way your processes work. You can even give each of your personas a name, set an age for them and add other details about them to help you visualise your customers better. We can help you with persona development as part of our digital consultation.
Next, identify the journey for each persona
One way to help understand how your personas use your services is to use the following technique:
- I am …
- I want to …
- So that I can …
I am a busy single parent with a special needs child. I want to find suitable childcare providers that can accommodate my child’s needs, so that I can return to work with piece of mind and assurance that my child is well cared for.
From our Blog
Who Is Your Brand’s Audience? Community Sets The Tone
As a brand, you probably have a pretty good idea of what your company stands for and how it positions itself in the market for its audience (if you don’t, there’s some work to be done)! No doubt you have some form of branding guidelines, a corporate mission statement and perhaps even some in house culture documentation on what your team is about.
Here’s the real question though: do your customers see your brand in the same way?
Embrace AI But Do The Unexpected: How To Rebuild Trust In Your Customers
If you’ve been following our recent blogs, you’ll know we see Artificial Intelligence (AI) and Intelligent Self-Service (ISS) as a huge growth area for communities and customer service teams.
Certainly, as technology continues to evolve it will empower customers to help themselves resolve their challenges quickly and effectively. The role of the customer service team will shift as there is no longer a requirement for the customer to spend time on hold waiting to speak to a team member to solve a large percentage of their general enquiries.