Question

1. Due to the reduction of human interfaces to the customer (= going digital), how can you influence the customer experiences with your brand / products?
2. Does marketing create value? Give 3 examples to justify your answer

Answer 1

The 21st century is featured by advancement and innovation in all spheres in the world. Commercial activities are now dominated by artificial intelligence; considered as a new revolution in mankind. The reduction of human interfaces means the dominance of technology and the realization of the fact that computers make fewer errors than humans make. Term digital marketing means using digital platforms for marketing of products and services to the customers. Technology reformation is already started in the 20th century - ie industrial revolution, Now the robotics technology substitutes the human role and makes the work faster, convenient, and no time lag. Recent studies mentioned that this digitalization is the effect of positive reviews from the side of customers ie customers appreciating reduction of the human interference and also mentioned that removal of human factors created easiness in the day to day activities in a business.

The influence of customer experience is an inevitable element in business.

• Customer-oriented strategy:- Identify customer needs and provide facilities based on their preference, customer-friendly technology adopted by many business giants is proved that it will attract more customers to a business.
• Collective use of electronic marketing channels builds and maintains a two-way relationship between customers, on each and every interaction on the brands or products.
• Digital marketing that uses social platforms as a vehicle to link the brand and customer experience to others by highly effective means of feedback collections. It helps to canvass more customers to a brand.
• Changing brands or products is a common trend seen among the customers so introducing a heterogeneous product on a wide variety of boosts marketing.

Digital transformation and customer experience

       Customer Experience                                     strategy

Digital marketing	Online marketing through social media, sending emails, messages, etc.
Customer relationship management	streamline the process, deployment, audit for solution

Customer analytics and solutions

Brand activation, data visualization

Feedbacks

Personal messages, apps, social media, etc.

Marketing on the basis of digitalization create more value and trust in a brand

Examples:-

• Recently Amazon and Walmart introducing drone delivery service instead of the delivery boy.
• Most of the inventory and management systems are digitalized by Amazon.
• Walmart, Kroger, etc. provided Self-lanes facilities to customers

From all this, we can conclude that the digitalization in marketing creates more value to products and also backs to attain the confidence of customer on a brand.