this is why i always pick my nose….

this is why i always pick my nose….

once again you outdid myself…

kinda makes you wonder….

kinda makes you wonder….

One of my areas of interests is e-commerce; the tools and psychology of why or why people don’t purchase online. I understand this is a big topic, but I feel one of the opportunities that a lot of companies miss is not having a tool to communicate real time with their potential customers.

We can do a lot through ensuring the content is good. We can learn a lot through analytics. There are different methods of creating trust.

Ahh, “Creating Trust”. When we think about Experienceability, Accessibility, Talkability, Listenability, Usability and Measurability being able to interact in real time with potential clients fits into all of those topics. First, it allows us to “listen” to potential clients and find out what they’re “thinking” and searching for.

The information we gather through real time interaction is priceless. Not only can the potential buyer’s questions be answered in real time we can lead them through the buying process before they leave the site … and we may never see them again. This information can, also be used to improve the site and customer experience for future customers.

Dan,

I’ve been using Dell as an example well before I ever came to Critical Mass. And after seeing them in action last week, it confirmed my position that they are breaking new ground. The tools that they use to listen to customers are very sophisticated. They can respond very quickly. Also, they are one of the most aggressive in this space will multiple social initiatives being evolved in real time.

I think this is the biggest obstacle to both brands and many “traditional” marketers. The idea that you have to let go of your content seems to freak people out, but guess what: it happens with or without you. Anyone with access to your content and an Internet connection can distribute now. Music labels are learning (or not, at their peril) this the hard way. The old models of distribution are blwon out and the consumer now decides how, when, and where they get content. So what’s a company to do?

I think companies who embrace this new dynamic are the ones who will thrive. ENGAGE your customer. There’s a lot of talk in our industry about having conversations with your customer, but can you recommend some companies that are doing it the best?

Great post. I’ll be watching how you develop the rest of the Digabilites.