A new decade has arrived. With it, a whole new set of trends are emerging. It is more important than ever for every type of businesses and iconic brand to close the gap between your customer experience in-store and online. 2020 is the year to think about your “unified retail experience.”
What is a unified retail experience? The term omni-channel is what most large scale enterprises refer to as a unified retail experience. The motivation behind is for businesses and brands to deliver a seamless customer experience across a host of coordinated events that is tied to a customer’s interactions with a business or brand including online, in-store, social, mobile, kiosk, call center, events and more.
With changing consumer behaviors and preferences, it is crucial for your business and brand to elevate your customer’s experience from a variety of coordinated touch-points and engagement starting at the point of discovery, awareness, conversion to turning them into a rabid fan or loyal customer.
With the proliferation of digital technology and different ways consumers consume content, the old linear approach to reaching and engaging a customer is no longer effective. Bringing your customers front and center is necessary, while a seamless and coordinated approach to engagement from your storefront, online store, social media, apps, pop up shops and events is key to business longevity and success.
6 Easy Steps To Take Your Customer Experience To The Next Level
Invest in a cloud-based processing system ecosystem. When opening a storefront it is important to take the level of customer experience you’d like to present your customer’s with from the point they walk-in to your store to the moment they are ready to check-out. A retail payment or POS system with built-in payment processing online and ecosystem makes it easier for you to sell online (if you are not doing so yet). Understanding customer behavior becomes transparent and easy.
- Offer guest amenities. Businesses and iconic brands who elevate their customer experience in-store, in a pop up shop or during an event has the advantage to ask for a little more from customers. The simplest and easiest way is by offering a guest WiFi amenity which has proven to grow your active guest list by over 48% faster than any other channel. Food trucks can also do more by offering a free lunch raffle in exchange for an email address that can be easily captured through a landing page form.
Access to all your customer data in one place. Now that you’re capturing key customer data with permission, the next step is to think about your access and visibility to the information that your customers provided. Why? Information and data will provide you with insights and trends that you could otherwise miss. One of the biggest challenges every business and iconic brand faces is one place to capture and understand all your customer data – from your POS, guest WiFi, newsletters, kiosks, third-party apps, online store purchases, social media and more.
Simple, easy and automated. Creating meaningful engagement that is filled with empathy without requiring an army of marketers is possible today with the right infrastructure set-up, segmentation and automation tools. It is even easier to create marketing experiments to see which stories capture your customers’ imagination, support and excitement.
Elevate your customer experience. Every business and iconic brand that successfully attracts the attention of support of consumers deliver engagement in ways that are streamlined and timely, customer segment, by customer segment, across your multi-location business, eCommerce and social media. It is no longer just about a cup of coffee, a plate of barbecue or that shiny black top. It is about the unified customer experience that a consumer can look forward to when engaging with your business in-store and in your online store.
Understand your customers better. Understanding your customers opens a whole new world of opportunities and creates business efficiencies that are otherwise challenging to predict and manage. With access to customer data, insights and metrics — you have full control of your business and brand’s unified customer experience.
In this uncertain market climate, everyone is looking for ways to restore and grow their business footprint. Investing in an all-in-one customer marketing and data solution that helps you better understand your customers is top of mind more than ever. Request for more info.
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