Take shopping to the next level; get rewarded by your customer’s loyalty with the right access to the right software. Customer experience management, social media analysis, loyalty programs, and support services all become possible on one dashboard.
Retail firms need a robust CEM solution in place to collect and analyse data from a full range of structured and unstructured sources, all in real time and with full integration capabilities for existing CRM, ERP and billing solutions.
The most important part of customer journey in retail industry is his experience in shopping which could happen either online or offline. However, a new breed of intelligent customer who expect everything to be personalised has risen. Therefore, the discount coupon providers have had to up their game and ensure that the customer, coupon type, and timing are all exactly right. Most valuable help in this endeavor has been the CEM systems. With feedback analyzed by CEM systems, it is possible to reach out these consumers through multiple channels, including the internet and mobile.
Data analyzed provides insights to customer’s brand preference and sentiments. Incorporated with multiple communication options brands can either send them a coupon on their next purchase or entice them with offer for an up-sell to their existing purchase.
Data measurement gives clue to retailers in what is going on with their customers. With big data, they can anticipate service issues and get involved in damage control, if they fail to spot the problem early on. Data also highlights what a particular customer prefers from the kind of post-experience feedback that they give at every step of retail journey. If you are using big data the right way, you can make your business more customer-centric. With structured analytics of CEM technology one can maintain intricately detailed customer profiles based on their personal details, social activity, preferences, and wish lists. Using the customer’s feedback from online touchpoints for example the web, mobile, email or social platform interactions as a guide, retail businesses can connect with their existing customers by offering them with products that hint from their deep, personalized insights. With such personalized approach it will make customers feel more important who in turn become brand loyal and increase referrals. There are lots of benefits in cultivating a lasting relationship with existing customers. The Forrester report ‘The Business Impact of Customer Experience’ estimates that having a strong customer experience can equate to “millions” in revenue gained as a result.
If as a retailer, you can realize how important and decisive factor customer experience is, then 2016 will be your year. If a business is not customer-centric, it does not belong in this age. The only way you will keep your competitive edge over other businesses is by emphasizing on customer experience. Geckolyst is the trailblazer that your company needs to tap into modern customer technologies. Your business can benefit from its many features, including: