The Retail Employees Superannuation Trust’s recent shift to a new platform is proving significant returns on customer insights and engagement
https://www.cmo.com.au/article/628131/how-rest-revitalised-its-voice-customer-program/
For retail shoppers, the customer journey often begins with a local mobile search. In fact, 80% of retail shoppers have searched the terms “near me” on their smartphones. After performing local mobile searches, 61% of shoppers go on to call a business, while 59% visit the location. Their calls are often inquiries about inventory and pricing. The higher the price, the more likely retail customers are to call, since expensive purchases are more considered.
In addition, online retail shoppers often call an agent to learn additional product specs, clear up billing issues, and finalize purchases. For retail marketers, these calls to brick-and-mortar locations and contact centers are one of the richest sources of customer insights available.
In order to boost website and marketing ROI, retail marketers and their agency partners should harness the voice of the customer from inbound calls to locations and contact centers to inform their strategy.
https://www.business2community.com/consumer-marketing/how-retail-marketers-use-the-voice-of-the-customer-to-increase-online-and-in-store-sales-02123711/
Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s very difficult to gauge how much CX is worth and show where it generates value – both for customers and for the business. Delighting customers comes with a cost. Delivering a superior customer experience should meet; even excel customer expectations. But, not at any cost.
http://customerthink.com/how-to-measure-retail-customer-experience/
Today’s customer is overloaded with choice, constantly interrupted, switching between multiple channels, and it can be tricky to grab their attention and keep them coming back.
With loyalty schemes, retailers need to offer real, instant and obvious value to customers. Retailers must simplify their schemes to get results.
https://www.retail-week.com/retail-voice/how-to-win-with-loyalty-four-retailers-leading-the-way/7030862.article?authent=1/
Are millennial preferences really killing dozens of industries? Not necessarily, according to Brennan Wilkie, SVP of CX Strategy at InMoment. Instead millennials are misunderstood when it comes to the retail customer experience.
http://www.digitaljournal.com/business/interview-how-millennials-are-changing-businesses/article/521084/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
In this webinar, Mopinion is joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two share some interesting details on how they gather and get the most out of their online customer feedback data, from collection and the application of triggering techniques, to managing/structuring the data and their key findings.
https://mopinion.com/missed-our-webinar-with-selfridges-group/
With so many consumers to talk to, retailers need to ensure that they personalise their messaging to each every shopper. In this piece, Aaron Masih (pictured below), COO, Persado, tells RetailTechNews how Persado can help retailers achieve this goal.
https://www.retailtechnews.com/2018/05/29/personalising-your-consumer-voice-qa-with-persado/
With a string of big names disappearing from the high street, requiring rescue or teetering on the brink, we need to ask, if retail’s battle cry is truly ‘adapt or die’, why have so many chosen the latter in 2018? And as the year draws to a close, which trends will drive the former in 2019?
https://www.thedrum.com/opinion/2018/12/06/retail-marketing-why-will-the-customer-cross-the-road-2019/
In-store experiences are here to stay, and the technology being used is getting bigger, better and bolder.
With 81% of UK consumers seeing the physical store as vital to the shopping experience (according to November 2017 research from Vista Retail Support), incorporating new technology can enhance customer engagement and increase sales.
Current retail technology trends highlight the exciting new direction for in-store experiences and underline the importance of blending and balancing offline with online.
https://www.retail-week.com/retail-voice/retail-tech-trends-that-enhance-customer-engagement-/7029305.article?authent=1/
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