Delivering exceptional customer care in a world where most consumers expect to be able to pick up where they left off when they contact customer service isn’t easy. Consumers want a seamless experience when they need support, and they are quick to both reward and punish retailers based on their performance.
However difficult it may be to attain, a great customer experience is only achieved through delivered excellence across all interactions throughout the customer’s chosen journey.
The best retailers in the world are also the best marketers. Their strategies include smart, on-demand mobile couponing to drive increased foot traffic and incremental revenue. But they need the right technologies to make it happen.
When is the last time you took a deep dive into your email metrics? As you prepare for the holidays, perhaps it is time to take another look. Understanding your subscribers is the only way to truly evaluate the performance of your campaigns, making necessary changes to increase subscriber engagement, revenue and ROI.
Determining exactly when to have a sale, how long it should last, and how much to discount are recurring challenges for every retailer. One way to gain the upper hand is to have easy access to data-backed insights on your competitors’ promotional tactics at your fingertips. Such insights can reveal how your promotional calendar compares to others’, how discounting affects traffic, and how your promotions benchmark against competitors’.
Planet Retail details how mobile technologies enable meaningful customer experiences and how retailers must evolve to keep pace.
A Q&A With Matt Pillar & Lina Yang I Director, Hershey’s Advanced Technology & Foresight Lab
Why is Hointer’s Nadia Shouraboura so hell-bent on bringing big changes to the in-store experience?
As the groundwork for enterprisewide data visibility falls into place, a game of connect-the-data dots is playing out in stores.
Regardless of your retail technology solutions spending plans, customer experience management needs to top 2015’s priority list.
We know customers. They don’t like to wait, or be disappointed. And they expect exceptional service all the time. That’s why you need a customer care partner you can depend on every time. Our Customer Service agents are completely trustworthy, because they are 100% commerce-focused. They have the training and expertise to give our broad range of retail and brand customers the kind of service that enhances every interaction. The world’s favorite brands appreciate how we take care of their customers—and you will, too.
Episerver, a provider of a single platform to smartly manage digital content, commerce and marketing in the cloud, recently announced the acquisition of Optivo, a provider of omnichannel campaign management and customer intelligence solutions.
A recent study commissioned by Aptos and conducted by GatePoint Research explored retail executives’ top priorities for technology investments that will help keep their stores relevant in the digital era. The research revealed that retailers perceive they are facing a multitude of pressing challenges, and consequently they have identified different priorities that will clearly compete for attention, resources and budget.
Prepare yourself for the new retail. In 2016 IBM surveyed 1,500 U.S. consumers aged 13 to 60+ to (1) find out what today’s consumers consider most important when choosing where to shop and (2) compare those results to a similar study done in 2011.