Brand Chat moves to Linkedin

Brand Chat Goes To Linkedin

The Brand Chat thought leadership session, formally hosted on Instagram Live, is designed for industry experts to gain valuable insights from carefully selected brand and marketing thought leaders from around the world. The platform enables young marketing enthusiasts to jump into conversations with highly regarded thought leaders and learn from their playbooks. This year’s edition will be hosted on LinkedIn. 

In the first edition, Caroline Toluwani Ijogun, one of Nigeria’s most well-known marketing experts, guided us through her brand management playbook. The second edition of the Brand Chat Live series unveiled the need for brands to sustain their essence in a fast-moving world with one of the UK’s top brand advisors, Matt Davies.

On the 18th of August, 2022, we shall be discussing the “Impact of culture on brand sustenance” with the Marketing Director, Marketing and Communications at Opay, Itiola Ikudinakin. 

Itiola is a renowned marketing professional and an impeccable brand storyteller who captivates her audience. She spots distinctive market opportunities and takes advantage of them to expand the brand. 

 

We look forward to an exciting and insightful session with you. Do well to mark the date on your calendar as we bring you another episode of Brand Chat on the 18th of August, 2022.

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The Rise of Low-Touch Experience in Marketing

In today’s world, many brands are becoming aware of what it takes to acquire customers and retain them, hence the need to adopt several methods. The rise of the post-pandemic consumer who values safety and convenience and adopts technology has heightened the need for several components to devise a suitable customer engagement model and put it into action. This development is why many brands, companies, and organisations have embraced the low-touch model as a path for their customers. As a result of the large number of places that have adopted this, it has created a ripple in the expectations and preferences of many people as they tilt more towards the path of a low-touch customer and choose to be a rider on its journey. But to get the ball rolling, let’s start by helping you understand what low-touch customer service is. 

In customer service, there are several levels at which a company supports its customers. There are ways common to a lot of brands. From personalized chats or calls to an everyday dialogue box to a reliable customer success manager (CSM) a customer could chat with, companies have devised a significant number of ways customers could reach them, table their problems, ask questions, or even express their grievances. This development has not only proven to be an excellent inclusion for any brand but also a means to bridge the gap of trust between them and their customers. 

In light of this, there exists a difference between these types of customer service. One is high-touch, while the other is low-touch customer support, whose journey we’ll shed more light on. The reason behind any brand’s having two separate models isn’t farfetched. With different customers come diverse needs, and these two models cater to them. Low-touch customer service is when your company employs automated systems to engage with its customers digitally. Some customers don’t require one-on-one support. For instance, if a customer has a problem that some other customers have had; there’s hardly any need for personalised service. 

In this case, a customer can call your support line and connect to a front-line support rep. In addition, low-touch customer service employs the services of digital tools, such as online chat, standard codes, emails, call lines, or self-service knowledge base articles, just for the purpose of tending to customers’ needs. So why do you think several people have come to lay their expectations on this service form? This reality has no quadratic equation either. Firstly, in a world that has grounded itself digitally, it’s only wise that this form of support be expected or even preferred by any customer. 

The launch of the Marriott Hotel in Nigeria, managed by Connect Marketing Services, is a perfect case study of applying low-touch experiences to the customer experience. As experienced designers, we faced a number of hurdles in order to meet our clients’ needs. One of which was throwing a lavish celebration in the middle of a pandemic. The Marriott brand had three critical demands from us: to retain its worldwide standards and high-end luxury; to assist the brand in attracting the right entry into the Nigerian market, and to drive business objectives by giving them first-hand experience of the hotel. Thereby, triggering prospects for patronage 

We included a virtual reality element into the guest experience, allowing them to examine every room, bar, and other attraction in real-time via their connected devices, in order to evoke lasting memories.

In conclusion, low-touch engagement models are also more cost-effective and helpful for mass-market, lower-value customers. This quality makes it a viable and quality option for both the company and the customers. In all, there’s an easy route that comes for people on this journey. When you think about a win-win situation for both parties, talk about low-touch customer service. It is, therefore, important to take into account that low-touch experiences do not totally eliminate the use of high touch experiences. The knowledge of the customer through empathy, data, and technology should guide the usage of this model to deliver on marketing objectives.

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CONNECT MARKETING SERVICES HOLDS SECOND EDITION OF MARKETING CORE

Event host, Moromoluwatiketike Akinborewa; speaker, Aizehi Itua; and some of the studio audience at Marketing Core 2022

Nigeria’s foremost experiential marketing company, connect marketing services, recently held the second edition of its annual digital conference, Marketing Core.

The hybrid event had in attendance industry giants and thought leaders in the marketing space. It also featured workshops where topics revolving around marketing in a frictionless world were discussed by Tech expert, Yosola Atere from Nigeria, Anks Patel from the UK and Aizehi Itua from Nigeria.

In a press briefing with the agency’s Head of Brand and Comms, Aizehi Itua, he stated that there is a need to future-proof the talents in the Marketing industry and this can be achieved through knowledge transfer. This will enable them to compete favourably in their various industries.

Aizehi also stated that businesses need to have a proper understanding of the new and emerging consumers the COVID-19 Pandemic has produced to help them best position themselves for success. This event has done that expertly. We are building on our successes from last year to champion the digital transition of experiential marketing in Nigeria and this is one of our numerous platforms helping us achieve this. He added.

The event was also sponsored by Alpha and Nimbus and The Ambulance Company.

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