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6 Keys to Creating a Stronger Customer Experience презентация
Содержание
- 1. 6 Keys to Creating a Stronger Customer Experience
- 2. Did you know? Retailers lose $65 billion
- 3. Welcome to the New Retail Reality. Share with your networks!
- 4. Competitors are not only across the aisle,
- 5. The Buying Process is no longer concrete and linear. Share with your networks!
- 6. Retailers who can adapt to consumer preferences
- 7. Read these 6 Tips: To capture consumers
- 8. THINK “OMNICHANNEL”
- 9. 49% of consumers said retailers need to
- 10. All channels must be created equal, no
- 11. An “omnichannel” strategy enables consumers to start,
- 12. Consumers now expect the same answers, information, and personalized treatment. Share with your networks!
- 13. NURTURE ADVOCATES
- 14. Up to 15% of a business’ most
- 15. Simply relying on discounts and benefits to
- 16. Retailers need to create mutually beneficial relationships with their customers. Share with your networks!
- 17. Retailers need to use loyalty promotions and
- 18. LEVERAGE DATA FOR ACTIONABLE INSIGHTS
- 19. 53% of respondents use Big Data, and
- 20. There’s potential revenue buried deep inside your data. Share with your networks!
- 21. With analytics, retailers can understand what is
- 22. From top areas of customer dissatisfaction to product design preferences. Share with your networks!
- 23. Insights from Big Data initiatives can help drive retailers’ decision making. Share with your networks!
- 24. LET CONSUMERS CONTROL THE EXPERIENCE
- 25. Share with your networks!
- 26. In all lines of business, people are
- 27. Retailers must wrangle data insights from these conversations to….. Share with your networks!
- 28. Not waste time targeting consumers in the wrong channels Share with your networks!
- 29. Convert online insights into campaigns to drive in-store purchases Share with your networks!
- 30. Use positive feedback to generate awareness and reward brand advocates Share with your networks!
- 31. PERSONALIZE EXPERIENCE IN REAL TIME
- 32. Nearly 2/3 of online shoppers would trade
- 33. Consumers are like snowflakes – no two
- 34. Emerging technologies allow retailers to… Share with your networks!
- 35. Distribute relevant deals and event info when
- 36. Offer unique discounts and pricing based on loyalty and purchase history Share with your networks!
- 37. Simplify checkouts with one account for in-store,
- 38. ANTICIPATE CONSUMER NEEDS
- 39. Retailers must intimately understand how consumers interact
- 40. They should continually seek out the answers to these questions…. Share with your networks!
- 41. What are consumers trying to do on different channels? Share with your networks!
- 42. How do consumers interact with your services? Share with your networks!
- 43. Where can you serve consumers in unique and relevant ways? Share with your networks!
- 44. So Remember……. Think “Omnichannel” Nurture Customer
- 45. Following these 6 Principles will help you
- 46. Learn More About Providing a Superior Consumer Experience
Слайд 2Did you know? Retailers lose $65 billion due to poor consumer
*Retail Info Systems News, “Omnichannel Readiness Report,” October 2013
Share with your networks!
Слайд 4Competitors are not only across the aisle, they are also the
Share with your networks!
Слайд 6Retailers who can adapt to consumer preferences in real-time will be
Share with your networks!
Слайд 7Read these 6 Tips:
To capture consumers across every stage of the
Share with your networks!
Слайд 949% of consumers said retailers need to integrate in-store, online, and
*Accenture, “Accenture Seamless Retail Study,” April 2013
Share with your networks!
Слайд 10All channels must be created equal, no matter how consumers choose
Share with your networks!
Слайд 11An “omnichannel” strategy enables consumers to start, continue, and end their
Remember this graphic? Yes we’re enabling consumers to use their own buying journey!
Share with your networks!
Слайд 12Consumers now expect the same answers, information, and personalized treatment.
Share with
Слайд 14Up to 15% of a business’ most loyal customers account for
*The Center for Retail Management at Northwestern University.
Share with your networks!
Слайд 15Simply relying on discounts and benefits to create customer loyalty is
Share with your networks!
Слайд 16Retailers need to create mutually beneficial relationships with their customers.
Share with
Слайд 17Retailers need to use loyalty promotions and return incentives triggered by
Share with your networks!
Слайд 1953% of respondents use Big Data, and of those companies, 43%
*Tata Consultancy Services
Share with your networks!
Слайд 21With analytics, retailers can understand what is happening both in consumers’
Share with your networks!
Слайд 22From top areas of customer dissatisfaction to product design preferences.
Share with
Слайд 23Insights from Big Data initiatives can help drive retailers’ decision making.
Share
Слайд 26In all lines of business, people are sharing their experiences with
Share with your networks!
Слайд 27Retailers must wrangle data insights from these conversations to…..
Share with your
Слайд 30Use positive feedback to generate awareness and reward brand advocates
Share with
Слайд 32Nearly 2/3 of online shoppers would trade privacy for personalized offers
*Accenture, “Today’s Shopper Preferences: Channels, Social Media, Privacy, and the Personalized Experience”
Share with your networks!
Слайд 35Distribute relevant deals and event info when consumers are near a
Share with your networks!
Слайд 36Offer unique discounts and pricing based on loyalty and purchase history
Share
Слайд 37Simplify checkouts with one account for in-store, mobile, and online data
Share with your networks!
Слайд 39Retailers must intimately understand how consumers
interact with the brand in each
Share with your networks!
Слайд 44So Remember…….
Think “Omnichannel”
Nurture Customer Advocates
Leverage Data for Insights
Let Consumers Control the
Personalize Experience in Real Time
Anticipate Consumer Needs
Share with your networks!
Слайд 45Following these 6 Principles will help you in creating a competitive
Share with your networks!
