RETAIL SOLUTION

SEAMLESS CUSTOMER EXPERIENCE

79% of customers switch to competing businesses due to poor customer experience.


Digital disruption demands organizations become more focused on customer experience. New growth tactics must be built around delivering cross-channel personalized experiences.


Customers no longer go online, they live online

Being the best forger of horseshoes in town was a pretty good gig for quite some time. Until it wasn't.


Regional malls
General merchandise
Specialized merchandise stores
Value and niche stores
Omni-channel stores
1970s
1980s
1990s
2000s
2010s
Regional malls
1970s
General merchandise
1980s
Specialized merchandise stores
1990s
Value and niche stores
2000s
Omni-channel stores
2010s

We are living in a different era

A profound seismic shift is taking place. This shift is far more revolutionary than the change that has defined retail for the past several decades.

The power in retail has shifted to the consumer. Information and product availability is no longer scarce. We don’t go online, we live online.

Digital channels are becoming central to the consumer’s shopping journey.

Online and offline channels are blurring.

ONLINE AND OFFLINE CHANNELS
ARE BLURRING

Digital technology and online shopping has changed just about everything that was once solid ground for retail.

These days customers shop differently. Before online revolution product selection was limited to local shops, availability was scarce and best price offers were hard to find.

Now every consumer can order any item on-demand, instantly compare prices and features. Extensive product selection and competitive pricing are no longer an effective strategy to retain customers.

EXPERIENCE-CENTRIC GROWTH

The age of digital disruption demands organizations become more focused on customer experience. New growth tactics must be built around personalized experiences and customers’ trust.

According to latest Deloitte study (see the graph on the left), brands that focus on more personalized service and distinctive shopping experience are growing fastest both short term (one-year) and long term (five-year) period.

THOSE THAT RESIST THE CHANGE
WILL CLOSE

Toys R Us, Borders, BHS disappeared.

Sears, JCPenney’s, Mark & Spencer, Burberry and other well-established retailers are closing their stores.

During 2019, a year when as many as 9,300 stores were expected to be closed in the USA alone. A total of 1.3 million retail employees have lost their jobs over the decade.

Those that succeed with CX will continue to grow

Retail businesses that capitalized on exceptional customer experience.

Farfetch. Touch screen enhanced mirrors and sign-in stations that pull data collected online to use in-store.

Levi’s. On-demand product recommendations from items both in-store and online.

Nordstrom. Introduced Style Boards tool that allow salespeople and Personal Stylists to create digital boards filled with personalized fashion recommendations.

What is the common thread?

Seamless user experience

Siloed experiences
Connected experiences

Going online
Living online

Isolated customer journeys
Deeply connected journeys

Brand in control
Empowered consumers

One-size-fits-all marketing
Personalized offerings

Marketers’ push
Consumers’ pull

Siloed experiences
Connected experiences


Going online
Living online


Isolated customer journeys
Deeply connected journeys


Brand in control
Empowered consumers


One-size-fits-all-marketing
Personalized offerings


Marketers' push
Consumers' pull
RETAIL ENGAGEMENT SOLUTIONS
    ACQUIRE
  • Real-time in-store
    up-sell & cross-sell recommendations
    CONVERT
  • Personalized
    shopping reminders
    RE-ENGAGE
  • Win back
    inactive customers
    GROW
  • Deliver in-store
    surprises to your loyal customers
ACQUIRE
Real-time in-store
up-sell & cross-sell recommendations

CONVERT
Personalized
shopping reminders

RE-ENGAGE
Win back
inactive customers

Grow
Deliver in-store
surprises to your loyal customers
Customer Data Platform

Understand how customers interact with your brand across online, CRM and physical locations and build strategies that enrich the customer experience.

Get a deduplicated User Profile by merging user identify data from online and offline channels.

Integrate all sources into one master user profile: CRM (Salesforce & Hubspot), Sales Apps (Magento, Shopify), Marketing Apps (Google Analytics, Mailchimp).

REAL TIME SEGMENTATION

Segment your audience based on behavior and user properties, providing you an explicit view to a user’s interests, no inference necessary.

Query whether a user will or will not perform an action and make decisions on the answer without needing data scientists.

Build flexible offer schemes by using exclusivity and prioritization rules within a set of segments.

CONNECTED experiences

Connect all your data sources and deliver unparalleled customer experience through predictively selected surprises.

Engage your VIP customers. Deploy predictive modelling to figure out what your VIP guests want in real time. Make them feel special and present personalized offers, gifts, or surprises.

Webinar: How retailers boost retention without points or discounts