In-store Personalization: How to Maximize 5 Crucial Consumer Touch Points

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Everyday it is becoming increasingly more critical for brands to meet consumer expectations, across multiple touch points, and serve their ever changing needs: preferences, and in-store behaviors. In this post Devika Girish talks about how personalization has evolved from a nice-to-have retail strategy, to a must-do mandate; that may be more effective at attracting customers than price-cutting. Consumers today, are actively seeking out brands that not only are authentic and act on their promises, but also offer genuine value adding services. According to a recent Adobe survey, 71% of consumers reported that they like receiving personalized offers, but 20% said these offers are not well done, and another 20% felt that today’s personalization strategies are becoming too intrusive. Girish goes on to list the most common consumer touch points (including physical and digital elements, as well as points involving both technology and people) to help get a better picture of personalization from an in-store perspective; her list includes:
1. Mobile Apps: Engage customers with interactive content: personalized product recommendations, and push notifications based on in-store location and behavior.
2. Sales Associates
3. In-Store Marketing: By having an in-store intelligence platform in place (beacons), retailers can turn rich customer data into actionable information; by identifying in-store patterns that can help promote sales
4. Customer Loyalty Program: Intertwine technological tools with engaging loyalty programs that meet the everyday needs/preferences of consumers.
5. Targeted Marketing Campaigns: Personalization based on information that retailers gather from various channels and in-store, such as: visit frequencies, dwell times, past purchases, and so on.

Read the full article at linkedin.com.

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6 Best Practices for implementing In-store Personalization in 2015

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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.

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5 Questions You Need to Ask About Your Omnichannel Customer Experience

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According to Dimension Data, 74% of businesses are eager to differentiate themselves based on customer experience. In order to accomplish this companies must consider what kind of experiences their consumers desire. In this article Elias Parker talks about how, whether we admit it or not, today’s customer experience is all about omnichannel. Although omnichannel is a relatively straightforward concept, implementing it is decidedly less so, because an omnichannel experience is not just about having multiple channels. It’s about making sure those channels all work together. Parker says that customer service managers must ensure that service channels are connected, integrated, and consistent. Unfortunately, 80% of companies haven’t integrated their communication across channels, which means there is a massive disconnect between supply and demand for ominichannel experiences. Check out the rest of the article for the 5 questions, Parker says you must ask yourselves to ensure you are getting the most out of your customer service channels.

Read the full article at business2community.com.

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How the Internet of Things will transform customer interaction

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The meteoric rise of connected devices will transform every area of customers’ lives- so, how can we use their data to give them a better experience?

According to Cisco, in the last year alone, some 4 billion mobile devices have come online; Intel predicts that number can reach as high as 200 billion in less than five years. In this post Chloe Green talks about ways IoT will change customer interaction. A key value in advancing technology is, the offering of more enriching experiences and more personalized engagements. Green goes on to describe, how IoT strategies must have an understanding of what is, and what isn’t important: in terms of gaining information from the consumer. The digital world is converging with the physical world, and this emerging practice, known as the Internet of Things (IoT), represents the next era of customer analytics. Companies must utilize IoT as a platform for connecting people, objects, and environments to serve, inform, and enable: visibility, engagement, and innovation.

Read the full article at inormation-age.com.

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21 Compelling Social Media Marketing Stats You Can’t Afford To Ignore In (2015)

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In this article Kim George shares 21 stats about social media marketing, that business can’t afford to ignore. Social media is important for businesses regardless of size, for many reasons. It offers a free way for companies to market their business and reach billions of consumers. It also offers easy ways to connect with potential customers, across multiple communication channels. Check out the rest of the article to see the impressive stats George shares, all of which should be seriously considered.

Read the full article at business2community.com.

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What does the CRM of 2020 look like?

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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.

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Bridging the Gap Between Mobile and Customer Experience

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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.

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The future of mobile technology – surely it’s intuitive?

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Mobile technology is evolving at an incredible rate. In fact at some point in 2015 it’s predicted mobile devices will outnumber people on the planet; meaning there will be some 7.22 billion mobile devices. In this post Roland Banks interviews, ZTE’s Senior Director of Mobile Devices, Waiman Lam to discuss where the mobile technology industry is going. Lam points out how the advancement of ‘smart’ technology is showing no sign of slowing. ‘Smart’ technology is designed to seamlessly simplify and improve the daily life of the consumer. Consumers are the commanders, who are constantly pushing the industry to innovate and create new products/technologies. Lam goes on to describe an environment where consumers’ device expectations are spiraling on a daily basis. Consequently, the way they interact with technology is changing significantly as well. Consumers expect technology to adapt to them: their behaviors, their lifestyles, and the way they want to experience and communicate.

Read the full article at mobileindustryreveiew.com.

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The Customer Experience in B2B…It’s Behind the Times

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Companies today are investing significant time, energy and money to ensure that consumers are not only satisfied, but that they are so pleased that they tell others about their experience. In this article Brian Storjny writes that in order to accomplish this, companies must utilize better online tools to allow customers to conduct searches, make transactions, track purchases and get support without picking up the phone. Storjny goes on to ask: if this is occurring in B2C markets, why is that same passion for automating the customer experience not happening in B2B? In most cases, you will find that B2B customers are still calling a rep, still using paper, and still calling customer service when problems arise. Strojny writes how B2B companies need to realize that the next generation of buyers do not want to talk on the phone. It’s no longer about great products; great digital experiences will determine your success or failure. Five ways to transform the B2B for your customers:
1. Personalize – Ensure that the website is built for each user
2. Easy Search – Intuitive search also recommending products
3. Easy Purchase – Quick order and ability to reorder ASAP
4. Communication – Order updates, new products & promotions
5. 24/7 Service – Live chat, FAQ, and the option for live voice if needed

Read the full article at business2community.com.

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What recent industry announcements around mobile search mean for brands with a network of stores

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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.

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