brand recognition to a full 360° - juniasia · • use tiered membership structures for digital...
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BRANDRECOGNITIONTO A FULL 360°
—U s e C a s e : R e t a i l
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The future of shoppingBrick-and-mortar locations will continue to be an important
channel for retail. Despite the growth in online purchasing,
recent studies suggest that millennials and Gen Z-consumers
also enjoy the physical shopping experience. Enhancing that
physical shopping experience will be critically important.
Creative and interactive technologies will continue to play an
important role in developing unique in-store experiences and
knowledgeable staff who embrace and promote the brand
will help build connectivity and promote brand loyalty.
Customers are moving seamlessly between online and offline
experiences, and are open to retailers who can best facilitate
these transitions. The information age is a door which swings
both ways—there’s more data available to customers, but this
means there more available about them, too. With the right
know-how and tools, retailers can come up with new and
innovative ways to keep shoppers coming back for more.
Exceed Customer expectationsWhile promotions and offers can certainly contribute towards helping
customers feel like they are special, the real key to an outstanding
experience is personalization.
Getting to know customers from their previous purchases and interests
can help retailers drive loyalty. These insights can be gleaned from
data, or even a simple conversation. The size of the business will no
doubt inform which of these methods is more convenient, but nobody
should be too big for a quick chat with a customer.
The PRE:MIND solutionWhat is needed is a way of cultivating customer relationships as deeply as
possible. Thankfully, PRE:MIND’s technology solution provides sales- and
customer service associates with a powerful cloud solution to build
relationships with tourists and locals alike. What’s more, for the 20% of
shopping customers that generate roughly 80% of the revenue, PRE:MIND
helps the brands personnel to cultivate a human connections no matter the
location.
• Customers are greeted by name at the door ready to be serviced!
• Advance knowledge of purchase history, wish lists, and personal
preferences to match products to demand and trigger sales
• Permissions and sharing of customer profiles between stores
• Re-assignment of VIP relationships during staff turnover/hiring
• Use tiered membership structures for digital marketing campaigns
• Record soft information on customers such as birthday, or favourite colour
• Data analytics such as duration of visit, movement between touch-points
(e.g., front and rear entry, 1st and 2nd floor), and visits that don’t translate
into sales, or translates into e-commerce sales
• By integrating PoS & e-commerce, you can customise o2o-offerings
Benefits of personalised experiencesThe reality is that loyal customer retention rates fluctuate
between 15-25% and loyal customers spend up to 167% more than
a new customer. This means that losing a single loyal customer is
a 600-900% loss on investment!
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Rate the following factors based on how much they impact your trust in the companies you buy from:
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Here are actionable ways to make sure your customer service is more
personalised and earns your customers’ trust and loyalty:
• Show your human side
Regardless of the customer journey stage or the channel in which
they choose to engage your brand, they should be treated humanely
and pleasantly by your team. This requires your agents to display a
personal touch whenever it’s possible.
• Know your customers’ history
When a customer contacts your business, their interlocutor
should already be aware of who they are and have a good idea
of why they’re contacting. Much like a patron in line at their
favourite sandwich shop who is asked, “the usual?”, your
customers will appreciate not having to detail their information
and past history every time.
Any information about your customers that is collected by your
staff can be instantly shared throughout your venues, thus
empowering the entirety of your brand.of consumers said they’d be willing to spend more for a company they believe delivers excellent customer service.68% source: American Express
of respondents are most frustrated by having to repeat their issue to multiple representatives89% source: Accenture
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• Understand repeat behaviours and react in real-time
Business analytics can outline recurring patterns in your customers’
behaviour. Do they struggle to find all areas in your venues? Are they
failing to fully explore your services? All these patterns can be
evidenced through business analytics, enabling management to make
decisions to better accompany customers.
This is a transition from reactive to proactive customer service; trying to
bring customer pain points to light and provide solutions before they
even arise. PRE:MIND can trigger real-time online actions in your
marketing system through its so called “webhooks”, to allow your brand
to facilitate both pre- and post-sales interactions.
Marketers find that real-time data analytics can boost customer retention by up to 60% source: CMO.com
For more information and how we can help you to get the most out of
your customer interactions, please contact us at [email protected].
THANK YOU
With PRE:MIND your most critical front-line personnelare instantly empowered to build long-term
customer relationships.