SEO411, a Houston-based digital marketing agency, has helped broker a solution to help senior citizens spend time with their families during the COVID-19 quarantines. “We were heartbroken by the streams of seniors having to talk to their loved ones through windows at senior care facilities,” said Beth Guide, President of SEO411.com. “This struck a real nerve with us and it seemed that it needed an immediate solution,” Guide continued.
The company recently matched clients Data Projections, Inc. and The Senior Estate Concierge in hopes to find the solution for seniors. Data Projections was asked if they could take their collaboration solution for business and retrofit it for a nursing home, and they answered the call by creating a solution specifically for the situation. “Once the solution was crafted, we reached out to another of our clients, Senior Estate Concierge and asked them to help us find a senior care facility,” Guide said.
Belmont Village Senior Living Community embraced the idea and saw this as solving multiple problems, not only in the pandemic but as a long-term solution for memory care patients. “The pandemic has caused the need for businesses to pivot, and this is a great example of how a business historically focused on Business and K-12 solutions pivoted to connect seniors with friends and family in real time via their state of the art portable, user friendly, and touch-free digital technology. This global health crisis is causing small businesses to reevaluate execution,” said Guide. SEO411 encouraged their client to think out of the box, which in this case meant connecting family and loved ones.
As 80% of customers are more likely to make a purchase when brands offer a personalised experience, personalised CX needs to become the norm for brands.
With the continual evolution of technology, customers expect more from their online and offline shopping experience.
To meet their needs, you need to understand their sentiment towards your brand as well as your competitors.
Businesses can do this by analysing and tracking their online opinions from social media posts and online product reviews.
Analysis of this data will help you make personalisation key as it will help you avoid customer frustrations and make their journey more enjoyable.How do you personalise customer experience?Personalisation through AI and NLPAI and NLP can help personalise your CX by helping you understand and respond appropriately and quickly to your customer’s needs.
For instance, Macy’s used an AI-powered bot to offer real-time responses to customers, merchandise recommendations and personalised offers for a better customer experience.
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