It is becoming harder and harder for businesses to avoid the shift that marketing approaches have taken from traditional to digital. Digital marketing breaks the boundaries of traditional marketing as it enables businesses to reach significantly wider audiences in a highly cost-effective and measurable way. Consider the addition of a global pandemic and the need for businesses to adopt a digital marketing strategy is crucial.

Now more than ever, your customers are online.

The concept of a ‘new normal’ has led us to rely on technology more than ever as it enables us to communicate with friends and family, be entertained, keep up to date on current events and simply browse in order to keep ourselves occupied. This year, social media platforms saw a significant increase in engagement. The mobile network provider EE reported a 45% increase in data usage for communication services and online browsing between February and May 2020. By June, Facebook reported that 100 million more users had joined their network, with the fastest growing demographic being those aged 65+. On top of this, many businesses have built solutions to social distancing measures by building apps for customers to place orders when in a restaurant or bar. The continued use of these methods is further encouraging consumers to engage with their smartphones, therefore, leading to more engaged users. 

Social media marketing is key to building and maintaining relationships with your consumers in 2020.

If this isn’t enough to convince you of the importance of digital marketing in 2020, consider the benefits it brings to your business – benefits which have only become more prominent through a global pandemic. Digital allows brands to actively engage with their consumers and maintain a high level of customer service, without the need for physical interaction. Digital presents new and creative outlets for brands to engage with consumers through a pandemic, for example through creative content, online events or live streams. Social media marketing is one of the most cost-effective marketing tools out there which allows you to have complete control of who you target, how much you spend and the message you communicate. Let’s not forget that the average price for Facebook ads decreased by 6% in 2019 while ad impressions increased by 37%! 

With the acceptance of a ‘new normal’ and the prediction that consumer behaviour will continue on the same trajectory (even post pandemic) it is important that businesses embrace digital as an opportunity for their brand to align with consumer behaviour in 2020 and implement a strategy for success. 

Ready to implement a successful digital marketing strategy for your business? We are here to help. 

In today’s evolving online landscape, it’s more important than ever for brands to create meaningful connections with their customers. Upon successful optimisation of their digital approach, brands can build these connections in as little as a micro-moment.

What is a micro-moment?

A micro-moment is a moment of intention when a consumer turns to their technological device to act on a need to learn something, do something, discover something, watch something or buy something. Or, as Google describes it, the four ‘game-changing moments that really matter’:

The concept of micro-moments is game-changing for marketers. Traditional marketing tells us that the consumer decision journey is linear, as it travels through the awareness, consideration and decision phases. However, as we move through a digital world where consumers are never far from a wealth of information on their smartphones, the consumer decision journey is more dynamic than ever as it is fragmented into hundreds of micro-moments.

As we act on our needs in these micro-moments, our expectations are high and our patience low. This means that the quality and relevance of marketing is more important than ever. In order to compete in these moments of unpredictability and get the most out of micro-moments in 2020, your brand should:

1. Identify your customers’ micro-moments

In the era of ‘shopping never sleeps’, mobile phones have reshaped micro-moments. Consumers are now able to turn to their phones in search of immediate answers to questions like “how to make a chocolate cake” instead of rifling through their gran’s old cookbook. In using digital to deliver against consumer needs, brands should utilise keyword research tools and social listening to help better understand when, where and how their consumers are researching and making purchase decisions. This understanding then allows brands to optimise products and services in real time to align with consumer needs. 

2. Show up in these moments 

Once you have figured out where and when your customers are showing up, you need to be there too. By creating a comprehensive strategy that works across multiple channels, you can show up for your audience when and where it’s important in order to successfully win over consumers. An effective approach to leveraging micro-moments involves being available, responsive and supportive in these moments.

3. Deliver relevant content 

Simply being there is no longer enough: you need to create content that provides answers to the questions your customers are asking. Building relevant content involves creating a 2-way conversation between you and your customers. Consumers today are seeking a deeper level of engagement, which can be a challenge for brands. In overcoming this challenge, marketers can take advantage of technology platforms which integrate all marketing functions, including data integration, integrated platform analytics and campaign deployment, such as Social Bakers. 

4. Make it easy for consumers to make their purchase

Simplify your purchase process to as few clicks as possible. Automating the customer journey allows brands to minimise the chance that consumers will drop off before reaching the purchase stage. However, it is key that you establish a strategy to regain the attention of those consumers who do drop off – for example, through retargeting campaigns and personalised messaging. Furthermore, brands should acknowledge that the consumer journey does not end at the purchase stage. In fact, a study by Autopilot found that brands who stay in touch with consumers every two to four weeks generate twice as many leads as brands that don’t. 

5.  Measure every moment that matters 

The path to purchase is now fragmented and unpredictable. Therefore, it’s key that you evaluate your results to reflect this by measuring across every touchpoint. 

Sephora is just one example of a brand which has realised the power of their consumers’ I-want-to-buy micro-moments. The brand has successfully understood how they can show up for their consumers across online and in-store touchpoints as they reach the purchase decision stage. At the decision stage, consumers shopping in-store would turn to their smartphones to read product reviews in order to decide between products. Sephora responded to this by creating an app which allows consumers to easily access product reviews and tutorial videos simply by scanning a product when in store. Through this medium, Sephora has successfully answered questions that consumers didn’t even know they had. 

Micro-moments, and the new dynamic consumer journey, are gaining momentum. Therefore, it’s key that your brand integrates these behaviours into a reconstructed marketing strategy in order to remain competitive in today’s online landscape. 

Wondering how your brand can effectively utilise micro-moments?

If you’re looking for digital marketing support, we’re here to help – so get in touch today!