Today’s consumers are hyper-connected, want to conduct business on their terms, and interact with companies across many different channels. In order to meet these expectations it is critical for brands to understand all consumer preferences, and in-store behaviors. In this post Devika Girish describes how ecommerce has shown us that communication with customers must be timely, relevant, and personalized; in order to enhance customer loyalty and engagement. According to a recent survey by Accenture, nearly 60% of U.S consumers agreed that they want a more personalized shopping experience, with real-time promotions/offers. Check out the rest of the post to see how to implement a successful in-store personalization strategy and boost sales.
Read the full article at blog.beaconstac.com.
Customer expectations are becoming more and more demanding as technology advances. Furthermore, the way customers interact with brands is evolving at rapid rates. Consumers today desire less and less human intervention when it comes to communication and transactions. In this post Suzie Blaszkiewicz describes how technology is impacting CRM, and offers a glimpse into the future. As technology advances, CRM will become more and more individualized/customer focused. As we go into the future, Extreme Tech says the term ‘big data’ will no longer be sufficient to cover the vast amount of information that is being collected. ‘Huge’ data will be incorporated into CRM, and will use previous interactions with customers to predict what they need, when they need it, and how best to get it to them. Check out the rest of the article to see what the future looks like, and where Blaszkiewicz sees CRM going.
Read the full article at thenextweb.com.
In the past, managing customer experience entailed knowledgeable employees that had the right attitude and engaged the customer in a positive way. In this post Carly Kaplan explains how marketing teams today, take old customer experience strategies and extend those philosophies across multiple communication and transaction channels. Companies need to have online and mobile presences for the business to grow in today’s global economy. Kaplan goes on to say that companies should strive to have consistent customer service and customer support strategies not only in their stores, but also when customers go onto their websites, or use their mobile apps. Check out the rest of the article to see how Kaplan suggest companies should bridge the gap and create smooth, unified, omnichannel customer experience.
Read the full article at business2community.com.
As you read in the previous blog post, a critical aspect of any company’s success is the understanding of new behaviors and expectations of the increasingly mobile consumer. Decision makers must recognize industry and market trends; understanding that mobile has become a key touch point in the customer journey. In this article Bruno Berthezene discusses how, not deploying a platform that fits the expectations of customers and the requirements of search engines can be a strategic mistake. He goes on to describe how despite clear advantages, brands are still not fully unlocking the potential of mobile local marketing. Mobile local searches are not only important for brands to embrace because they are growing in volume, but also because they represent a high purchase intent, and have excellent conversion rates; 50 percent of consumers who conducted a local search on their smartphone visited a store within a day, and 18 percent made purchases. Google recently announced that more searches now take place on mobile devices than on desktop computers in 10 countries world wide, including the US, UK and Japan. Check out the article for more statistics that come as confirmation that this is a global trend.
Read the full article at linkedin.com.
Today’s brands are looking to execute innovative strategies to help improve the customer experience based on their heightened local intent on mobile devices
In this post Trevor Marshal talks about how billions of people are walking around with extremely powerful computers in their pockets or purses; then goes on to ask this question – what does this mean to marketers and brands? The increasing mobile consumer impacts every type of business, from Hotels to Retailers to Banks to Restaurants, and encompasses millions of pieces of data. Studies have shown that the overwhelming majority of mobile searches are driven by speed and convenience, and users rate information accuracy of higher importance on mobile than desktop. Marshal also writes how getting this basic information correct on a brand website is simply not good enough, given the complex ecosystem of hundreds of search engines, directories, mapping services, and apps that exists. There is no excuse for a brand to not have actionable, perfect location information on every channel; the statistics speak for themselves:
• >50% of searches are now mobile + >50% of mobile search is local
• >50% of consumers conducting a local search visited a store within 1 day; with a many making transactions within 1 hour
• ≈ 80% of local searches on mobile phones result in purchases, with over 70% of these purchases transacting in physical stores
• >50% of businesses have some type of error/omission/duplicate business data being captured by Internet search sites
The fact is top brands, are not getting the absolute basics right and it is costing them everyday.
Read the full article at linkedin.com.
In this article Ric Merrifield describes how CRM is evolving, and how the Internet of Things (IOT) can be used to get a more complete picture of consumers. Merriefield discusses how CRM pervades the way many companies track and measure interactions with other organizations, and also internally across many departments: marketing, sales, customer service, support, etc. When CRM strategies utilize big data and IOT, companies can use interactions to see into every detail of customer experience. Companies will be able to see: when customers enter a store, how long they stay, what products they looked at, etc. This increase in analytics not only changes the insight companies gain from their customers, but also heightens the expectations of the customer. This vivid view of the end-to-end customer experience is rapidly changing the way companies think about, measure, and manage their customer relationships. Check out the rest of the article to see ways technology can help companies utilize data to better serve consumers, and increase positive experiences; which translates to increased profitability.
Read the full article at hbr.org.
The more you know your customer, the better you can serve them.
Customers are using social channels in record numbers. In fact, customers initiate hundreds of millions of social conversations with brands each day. In this article Tristian Bishop discusses ways to utilize social channels to better understand consumers and more importantly serve them more efficiently. Customers today seek convenience; they want to feel welcomed and respected. As Bishop puts it, consumers want to connect with brands and employees: they do not appreciate waiting, being forced in a queue, re-authenticated at every corner, and sent into a labyrinthine of loops of endless decision trees. Consumers seek courteous, friendly and personalized service. He goes on to describe ways social media and social insights can help identify critical information, which will not only translate to an increase in sales, but also the best possible experience for your customers. Social insights can help create a single, authoritative view of the customer, and help companies to be even more effective in building customer relationships.
Read the full article at computerworld.com.
Nearly all businesses have online platforms where consumers have access to their products and services. Customers today are free to share any information related to their experiences about the goods/services that they paid for. Steve Olenski talks about, how reviews can make or break a business. According to BrightLocal’s 2014 consumer review survey, almost 9 out 10 customers have looked to reviews to help make a decision about a brand in the last 12 months. Customer reviews influence purchase decisions, but can also increase sales, provide credibility to your brand, and build trust between the business and potential customers. Olenski goes on to describe 5 ways businesses can ensure customer reviews are being used as an advantage to improve customer interactions.
Read the full article at forbes.com.
Social Commerce is having a massive influence on retail today. In this post PYMNTS interviews nine industry leaders to unveil surprising insights into their views on: the relationship between social media accounts/platforms and its impact on commerce.
Read the full article at pymnts.com.
Retailers are always looking for ways to take advantage of consumer trends. In this article Oren Levy describes one of the most interesting retail trends, mobile social commerce: this is how consumers shop via social media networks on their smart phones. In order to capitalize on this retailers must not only thoroughly understand Facebook, LinkedIn and Twitter, but also must be aware of the other social media leaders; which varies country to country. Levy goes through many countries describing which social media networks are most popular where. Here are the statistics for Adults in the U.S.
• 71% use Facebook
• 28% use LinkedIn
• 26% use Instagram
• 23% use Twitter
Read the full article at entrepreneur.com.