4 Reasons to Wow – Digital Marketing News
I had an interaction with a business this week that blew my mind! At Innogage, we talk about digital marketing trends a lot. In my opinion, Jimmy Johns, the sandwich shop, is quickly becoming a leader. Jimmy Johns has made huge investments in delivering sandwiches. They have built out a great online ordering system, making great use of technology.
Clearly, Jimmy Johns has invested in technology, but that doesn’t mean it will work. However, Jimmy Johns made it work!
I have used Jimmy Johns online order system a number of times. A quick log-in and the system has saved the store closest to me and my favorite sandwiches. However, I just recently moved and the system informs me I’m no longer in the area to be served!
I’m not far from the store, but the system says “the store may still deliver to you, please call us”. I dial the number and I’m ready for a young kid to frustrate me over the phone.
The employee answers, “hello, how can I help you?”
I respond, “I would like to see if I can have a sub delivered.”
The employee asks, “Is this Drew?”…
I HAVE NEVER CALLED BEFORE! I was shocked… “yes, this is Drew”… WOW they had all my data right there from a system that read my cell phone number that I have listed on their online account!! They have it all connected, and their people trained how to use it. I had a sub at my door in minutes, and now when I feel like ordering food Jimmy John’s seems very easy and a safe bet!
If you don’t have your systems connected and your people trained you are missing a huge opportunity. Have you ever entered your information into a phone only to be asked for it again when the representative gets on the line!?
When a business knows who I am – I feel welcome
When a business knows my preferences – It starts a relationship
When a business uses technology to empower employees – the employees job becomes easier
When a business uses technology to be relevant to the customer – the customers feels the process is easier
Businesses are finding great ways to use technology to help their employees create WOW moments. This should quickly become the “norm” thanks to businesses like Jimmy Johns doing it correctly. Customers are rating “professionalism” on how technology works throughout their interaction just as you may rate a business on how the building “looks”. Every interaction is important. Don’t over look how the technology supports the process.
What great interactions have you had with businesses using technology strategically?
- Foursquare – transitioning to Digital Marketing
- Favorite 2009 Blog – Social Media Today – Five Reasons Companies #Fail at Social Media