Reconcile online and offline sales and offer shoppers an entirely new way to experience your brand. Get a 360° view of your customers’ shopping journey and the impact e-commerce has on your in-store sales.
How seamless is your customers’ online-offline shopping journey?
Modernizing stores to offer new digital-led services is challenging, but necessary to build a unified, seamless brand experience for your customers and succeed in today’s competitive retail landscape. Brands that digitize their stores and equip their sales associates with innovative, digital and mobile tools, are better positioned to offer full omnichannel services and never miss a sale.
The digitalization of services and growth of mobile usage have disrupted the retail industry. Today's customers are ultra-connected, better informed and more discerning than ever. Beyond comparing products and price, they are looking for unique, personalized shopping experiences tailored to their needs. Over the last few years, it's become imperative for brands to evolve and adopt new communication and sales channels to harness the commercial opportunities offered by changing digital avenues and habits.
This is the new status quo, which comes with issues and challenges familiar to experienced managers. Namely, how do you reconcile online and in-store shopping journeys? How do you offer a cohesive brand experience across multiple communication touchpoints? The store of tomorrow will be a full-service, connected and intelligent hub. In this context, establishing a unified shopping journey is key to delivering integrated and effective marketing strategies, strengthening your brand image, building customer loyalty and maximizing sales across offline and online, from mobile to social.
The extended supply chain is designed to optimize operational costs, product traceability and availability, and customer satisfaction. Shoppers expect to be able to purchase anytime, anywhere, whatever the sales channel, so how can you ensure you never miss a sale? Let’s take an in-depth look at the customer services most sought-after by consumers today.
Far from the classic storefront of yesterday, the new store is a unified, omniscient hub that offers unique and personalized customer experiences. A key player in delivering modern and connected shopping journeys, it leverages and delivers relevant customer information to all brand stakeholders in real time.
As both expert advisors and brand ambassadors, today’s sales associates have access to innovative tools to offer shoppers added value in the form of more personalized experiences. At the heart of the in-store customer relationship, their responsibilities include building brand loyalty and appreciation.
Delivering unified, connected shopping journeys locally and internationally is only possible with a centralized CRM that breaks down the data silos between production, marketing, sales, shipping, customer service and returns. It allows all information flows to be collected, updated and accessible by everyone in real time to deliver an integrated and seamless customer experience.
with Nathalie Echinard, Retail Director at Cegid.
What Can be Learned? While store closings among some venerable retailers are grabbing headlines, there is a very interesting retail growth story unfolding at the same time.
“Shopping” is the in-store, unified commerce point of sale (POS) solution for sales associates. Available on both fixed and mobile POS devices, your team will now be able to respond to all your customers’ needs throughout their omnichannel journey.
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