Digital transformation from physical

The customer must be at the heart of the decision behind whether you choose to go digital, physical or a hybrid of both, to reap the benefits of multi-channel marketing.
It may feel like it costs less to go digital against physical, but if it’s not what the customer wants, your bottom line will suffer, and your brand loyalty may be affected.
Customers want to be listened to and their preferences followed.

How does your audience want to be communicated with?

Is there a split – some want digital, some want physical, some want both? We can help you to use your customer data to find out.
We can then set up a system that delivers their preferences – a tick in the all-important customer satisfaction box.

The benefits of digital communications:

• Instant marketing
• Quick and easy
• Can be highly targeted and personalised
• Data available (open rates, click-throughs etc)
• Informed next steps – the data will tell you what’s working and you can do more of it
• Increase reach – global is a click away
• Instant changes
• Fewer wasted resources with changes to branding or campaigns

The benefits of physical communications

• Personalised – add their name, or something specific
• Targeted – different messages to different segments of your audience
• Strong brand awareness and recall
• Geographical targeting
• The call to action can lead them to digital channels (website / socials / shop) and into conversion

The benefits of hybrid communications – digital and physical

• Create / raise brand awareness
• Suit customer requirements – their choice
• Repeat messages across a range of channels – a multi-channel campaign
• Create a smooth pathway through the customer journey
• Reward loyalty – discount code sent via email or thank-you discount card sent in the post

Romax is working with clients who are:

• Increasing their digital communications and moving away from physical
• Satisfying their customers’ communications preferences to nurture engagement and brand loyalty
• Looking for multi-channel campaigns to build brand or grow sales
• Interested in data gained from digital communications reporting
• Targeting and personalising their communications for a higher ROI
• Running customer behaviour-led campaigns for ‘next step’ communications

The benefits of digital communications:

Romax is uniquely positioned to provide membership organisations with the best of both worlds from our data-driven automated workflows, to provide a full digital experience, full physical experience or hybrid strategy approach.

What customers expect from your communications

• Choice on how you communicate with them
• A smooth transition – this has to happen, to reduce the chance of unsubscribe or opt-out
• Next steps / clear journey mapped out – they need to know what’s coming next / what they have to do
• Expectations met –  if you say the app will be activated in 3 hours, you must stick to it!
• Reliable technology – needs to be ready, easy and fit for purpose

Organisation expectations – how to make it work with staff

• Awareness of the change – all staff aware and ready
• Why it is happening – to understand the benefits (no-one likes change!)
• Staff buy-in needed (consultation on ideas is always a good idea)
• Timelines agreed and manageable
• Staff input – to mitigate issues
• Training – staff should know how processes are now managed
• Confidence – staff should have confidence in delivering
• Benefits clearly communicated
• Reporting shared – impact of change (ROI / customer satisfaction etc)
• Teething problems expected and managed well
• Clear communications provided – so that staff don’t share their issues with customers

The benefits of digital communications:

Talk to us about your current communications and we’ll review what you’re doing to see that it meets with what your customers expect and how your business wants to move forward.