As a consumer, every day I am flooded with massive amounts of digital marketing content. I understand why. Studies show that there are between 5 and 7 brand interactions before a consumer remembers a brand, let alone interacts with it. I am being ‘sold’ at every turn; brands large and small are trying to engage with me often, through various digital channels. It is clear that the ability to find an engaged consumer or to keep an existing customer engaged with a brand is ever more challenging. The quest for the attention of today’s consumer has resulted in a deluge of mass marketing and messaging.
In what I think of as a paradox, there is increasing demand for technology to facilitate more ‘human’ interactions. After all, humans don’t buy from companies, they buy from humans, so solving for humans is every smart company's primary goal. Moreover, consumers don't just care about what you sell. They also care how you sell it. Most buyers are halfway through the buying process before talking to a person. Therefore, creating more engagements, faster, is the holy grail for any growth-minded professional. How can technology help deliver engaged customers and more ‘human’ interactions? What is the best way to move an engaged consumer into a 1:1 appointment and ultimately into a transaction? Can this cycle be accelerated?
JRNI’s Intelligent Customer Engagement Platform is engineered to deliver an overwhelming ‘yes’ to each of the aforementioned questions. It is designed to not only help businesses attract new customers and retain their existing customers but also to dramatically accelerate velocity in the customer conversion lifecycle. Simply put, more engagements, less waiting, faster revenue. This is why JRNI exists, and why JRNI is different from every other calendar booking service or scheduling application in the market today. I am proud to introduce More Engagements, Less Waiting, Faster Revenue as JRNI’s new company tagline!
So how do we do it?
More Engagements. More than 50% of consumers expect brands to know them and help them discover new products and services. Enterprise financial services organizations and retail organizations use events to engage with, to educate, and to communicate with their customers. Holding group events such as free seminars or individual financial planning sessions in the financial services vertical or customer events such as tastings, trunk shows, free trials, and loyalty promotions in the retail vertical help brands to offer differentiated, relevant, and ‘human’ interactions, bypassing the typical difficulties of low conversion and sales attribution associated with mass marketing. JRNI's platform not only manages the scheduling, processing, and follow up tasks related to an event, but also and more importantly, uses the data collected from engaged customers attending a live or virtual event to match the customer with the optimal path and advisor in a 1:1 appointment. Moreover, JRNI’s platform facilitates a seamless call-to-action to an appointment using customer preferences collected from prior consumer behavior to automatically propose an optimized appointment cadence- including meeting times, mode, and advisor- a proposal that will statistically most likely to result in acceptance. These “intelligent” capabilities not only result in higher appointment volume but also in increased quality of customer engagements. After all, an engaged consumer that has proactively interacted with a brand and self-scheduled an appointment is 40%-70% more likely to transact than a ‘walk in’ customer.
Less Waiting. JRNI's simple and flexible scheduling capabilities are designed to systematically and dramatically accelerate the velocity of the sales funnel. Engaged customers are offered access to in-person or virtual appointments without the frustrating back-and-forth of negotiating schedules, checking availability, and manual follow-up emails and text messages. Agents minimize chasing and waiting for engaged prospects and customers to "get back to them", as JRNI's intelligent appointment scheduling module, with real-time integration to all major enterprise calendar applications, uses data and analytics to anticipate and match appointments to customer preference (i.e. first available, best time, best location, virtual vs. in person), and to manage ongoing appointment booking negotiations. These capabilities drastically reduce administrative burden, lead times, leakage, and... waiting (for all parties), in every stage of the buying cycle.
Faster Revenue. A consumer that is ready to engage with a brand will not remain engaged very long (see above, the deluge of messages competing for attention!). Every day, marketing dollars are being wasted as lack of access to an available appointment with a qualified agent can, and does, result in “leakage” as engaged consumers become less engaged or, worse, engaged with a competitor. JRNI’s Customer Engagement Platform, through intelligent automation, is purpose-built to drive immediacy in the customer purchasing process. Qualified consumers receive and negotiate appointment times when they are actually interacting with your brand- the strongest possible call to action, and simply put the fastest path to revenue.
Lastly, JRNI’s platform is designed for enterprise scale. JRNI allows customers to control the look, feel, content, and message in a single, secure, and compliant platform capable of scaling to serve the largest brands in the world. The platform is easy-to-use, multi-lingual, compliant, with open APIs built on a robust, secure, and compliant infrastructure. These attributes make JRNI an unparalleled and unmatched solution. An investment in JRNI a strategic growth imperative for enterprise-scale financial services and retail customers across the globe.
JRNI’s “true north” and business purpose is to provide the following value: more engagements, less waiting, faster revenue... we’ve adopted this new tag line to best describe the power of JRNI’s Intelligent Customer Engagement Platform. JRNI is spending millions of dollars investing in new artificial intelligence, natural language processing, and machine learning capabilities designed to automate workflow and drastically simplify the user experience, and over the coming months we will be releasing new features that help our customers realize these benefits. Welcome to the new JRNI!
About the author
Chief Executive Officer
July 07, 2021
7 minute read