Tech Guest Viewpoint: Optimize CRM with Omnichannel Approach
Now more than ever, today’s consumers want to be treated as individuals rather than a market. No matter which channel is used to interact with brands, some level of personalization is expected. Whether it’s online, mobile or in a brick-and-mortar store, customers want a shopping experience tailored to their specific needs and preferences.
With so many online commerce options, it’s getting easier to compare prices and order items straight to the doorstep, but many still prefer shopping in a physical store. What will truly set a retailer apart is its ability to offer an exceptional in-store experience that builds seamlessly off of its existing online platforms. Customer loyalty will grow as consistency across all channels works to serve individuals wherever they choose to shop.
Business is no longer campaign-centric, but customer-centric. You’ve probably heard the buzzword a few too many times, but “clienteling” really does point us in the right direction. It’s all about building customer loyalty and optimizing relationships for increased spending. So how do retailers help their clients feel valued and unique? Here are three effective strategies.
1. Sell them online.
Rather than using the old method of trying to fulfill pre-defined offers by blasting a broad audience, online sales are all about reaching specific target groups with personalized promotions. Take advantage of online tools to focus on one-to-one marketing via web and social media. The principle behind this “real-time retail” approach is to offer unique, timely deals that make sense for individuals. Today’s customers expect retailers to meet them where they are - and more often than not, that’s online or walking by your store
2. Serve them in-store.
When customers arrive at a store’s physical location, it’s vital for retailers to recognize they don’t exist in a bubble. People will continue to research items and compare prices online even as they browse the store. Many shoppers treat stores as a showroom: a place to experience products in person before checking online for the best deals. Others might take the opposite approach of using the store as a fulfillment center where they pick up products they previously ordered online.
Stores should learn to embrace the progression of technology by providing seamless integration between online and offline channels. Empower your customers and empower your associates! By offering the best prices across both channels and providing convenient options for pickup or delivery, retailers can lock in more sales and garner the trust of their customers.
Empowering your associates to enable them to engage with your customer right where they need it might just be what your customer is looking for by coming to the store. Every shopper has his or her own preferences and habits, so retailers should find ways to meet those needs by providing tailored customer service.
3. Seal the deal.
Of course, retailers will eventually have to convert customer relationships to actual business. In-store, this means making sales effortless with efficient customer-facing technology. Associates equipped with mobile smart technology can not only engage and help customers anywhere in the store but also offer a simplified and convenient check out option. Ideally, the interface should be consistent with online channels for an intuitive, integrative experience for both the associate and the customer.
Stores should also cement long-term customer relationships with a comprehensive loyalty program. By offering exclusive deals that are perfectly personalized for its clients, retailers can help shoppers feel unique and valued.
Customer expectations are evolving rapidly, therefore it’s time for retailers to adapt along with them to meet their needs. By setting aside the campaign mindset and focusing instead on serving individuals, stores will be able to offer exceptional customer service consistent across all channels. With this seamless omnichannel approach, customers are sure to return.