Embrace digital disruption to keep your customers engaged
Understanding and adapting to customer trends is a key way of keeping your business a step ahead. Just because you still have customers who do things traditionally doesn’t mean they will continue to do so, even in the short term.
We shouldn’t ignore the growing number of people who are looking for information on funerals online. It is fast becoming families’ expectation to find a local funeral director, including information and costs, with just a few taps on their mobile phone.
More and more people are looking to compare prices and services online too. A recent study found that 86% of people feel it’s appropriate to compare costs before even speaking to a funeral director*.
Make it easy for your families to find you
It’s vital you make your business easily available online – a website is essential, alongside a social media presence in your community. It is an easy way to let people in your area know you are there before they even need to use your service.
Golden Charter created localfuneral.co.uk to help increase your visibility online and ensure Independents can compete in a digital space for at-need funerals. It is absolutely free to join, so if you’re not already listed sign up.
to help increase your visibility online and ensure Independents can compete in a digital space for at-need funerals. It is absolutely free to join, so if you’re not already listed sign up.
What happens if you don’t embrace the change in customer preferences?
Blockbuster Video knew people were starting to go online to stream movies, but instead of tapping into the online market, they continued to put their efforts into stores, leaving them wide open to being overtaken by Netflix. This is a valuable lesson in what can happen if you don’t adapt quickly to customer trends and demand.
Uber is another example of how a traditional industry was ripe for disruption. Many local private taxi firms and black cabs suffered, left scrambling to catch up with the digital adoption of booking and paying for taxis via an app.
It’s important to remember customers value ease and convenience as much as service. Especially at a time where people live extremely busy lives and where almost anything can be done online.
Make sure you don’t get left behind
From websites to Facebook campaigns, we have a specialist team dedicated to helping you grow your online presence. To find out more, contact your Golden Charter business manager. Alternatively, email us at firstname.lastname@example.org or call us on 0141 931 6310.
Ciarán O’Toole, localfuneral.co.uk
*Based on sample size of 511. Research commissioned in April 2019 by James Law Research Associates Ltd.
For further insights, and details of the latest ways Golden Charter can support you, join our new community groups.comparison, digital, disruption, Facebook, LocalFuneral