The internet has made the term ‘Customer Service’ grow up. Keeping your customers happy has become a multi-platform, cross-media task rather than just the sales staff in your store and the people in your call centre as it was 10 years ago. So how do you engage the modern-day customer? We’ve gathered 7 great pieces of wisdom from business leaders that have got it right – complete with suggestions on how you can follow their lead in your business.
Showrooming, the practice of trying out products in a physical store and then buying them online for a lower price is something retailers have a strong disdain for. And why wouldn’t they? Showrooming turns stores into expensive fitting rooms flooded by people who aren’t there to make a purchase at all. You’d think that that’s just something physical stores have to put up with. However, recent findings show that this need not necessarily be the case.
As you’re reading this, you’re having an in-the-moment experience. You may be sitting in a comfortable chair or in a plastic seat on the bus, eating a sandwich, perhaps sipping some coffee, or listening to music. All these factors influence your current experience, which may be positive, indifferent or negative. Whatever happens in the next few minutes, can influence and turn this experience into a memory that will also determine whether you’ll decide to return at a later moment in time.
A 2016 consumer survey by SMARTASSISTANT and SapientNitro found that 67% customers in the US, UK and Germany shop at less than 5 different shopping destinations and only 10% shop at 9 or more stores. Given that brand loyalty and product allegiance have been declining for several years now, the focus of any successful business strategy should be to make your store the Point of Decision – the preferred place that customers come (back) to, to complete the purchase or seal the deal - Example: Dollar Shave Club
There are generally accepted traits that can help you understand how millennials think, how they shop, what they want, and what informs their purchase decisions. Taking these into consideration is crucial to successfully market to them. Here we take a look at precisely what impacts millennials decisions and what beneficial changes you could make. They might be easily accessible, but they are a discerning bunch with great expectations.
The importance of improving the in-store experience cannot be overstated. As shoppers are becoming more digital, they take their high expectations from an online shopping environment to the bricks-and-mortar. There are 3 essential factors that need to be addressed by all retailers that want to improve their in-store experience.
At any given moment, there are 4 types of shoppers coming to your store. Depending on the product domain, shopper intentions, preferences and product knowledge, they want to explore and navigate your store in different ways. Find out how.
This year’s Guided Selling Live! conference under the theme “Need-based Personalization” gathered some of the world’s foremost industry leaders and experts to discuss how businesses can make sure to deliver exceptional customer experiences in a time when digital is the name of the game. Read what we've learned.
Experts predict that by 2018, mobile purchases will account for nearly half of all e-commerce transactions. Extrapolate that figure and you’ll see a time in the very near future when mobile devices overtake desktop purchases entirely. So it can never be too early to craft your mobile strategy. Let’s look at some key ingredients required to write the perfect mobile-commerce recipe.
The usage of digital technology changes consumer behavior fundamentally – in both purpose and in methodology. Retailers need to be present during all relevant moments in the digital purchase journey to engage shoppers coming to their store and surprise them with a great in-store experience, they may not have expected. What digital technologies shape the in-store shopping experience and how to sucessfully integrate them?
One of the major shortcomings of online shopping and a challenge for online retailers is the missing sensory and tactile experience during the purchase decision-making process. Virtual Reality (VR) and Augmented Reality (AR) technologies promise to solve this problem once and for all by adding a touch-and-feel factor to the online shopping experience. Oleg Yemchuk from MavenEcommerce explains how VR and AR will influence future online decision-making and the shopping experience.
No longer do organizations have the monopoly on information. Accelerated digital disruption has allowed individuals to become data gatherers, using and sharing information across various platforms. The implication is that the customer now holds all the cards. They own the relationships they create, and determine, on their own terms, how they want to interact with businesses. It’s a landscape where “me” reaches out to “B,” instead of the other way around — Welcome to Me2B commerce!
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