ENGAGEcx Blog

Engage Every Guest like a VIP

by ENGAGEcx on October 13, 2016

Did you ever wonder what it felt like to always be treated like a VIP?hostess-w-flowers

Imagine you’re a VIP in a scenario you have encountered on your last vacation or business trip. It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. The associate on the phone greets you by name, and she knows about your room preferences and the 10% offer you’ve already been extended. She answers your questions about the property, puts the booking through for you with the discount applied. Fast forward to the day of your arrival: When you walk into the property to check-in, the property’s digital ecosystem sees you and alerts the front desk to your arrival. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. When you arrive to your room, there is a handwritten card from management, welcoming you.  Finally, after unwinding in the lounge you receive an offer for dinner that evening at the Hotels best restaurant.

Sound too good to be true? Not in the least. This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. This completely immersive guest experience can be realized through the implementation of a consumer focused, purpose built Connected Customer Engagement solution, one that powers the entire ecosystem from booking websites, to travel communities and the hotels, restaurants and activities that fall in-between all working together to create an immersive experience for you the customer.

Engagement Score Defines VIPs

Every guest’s journey is made up of each touch point a guest has with a brand or property.  A Connected Customer Engagement platform uniquely identifies each customer at every touch point and attributes each interaction – both digital and human – in real time and scores them by to the frequency and importance. The ENGAGEcx Engagement Score extends current loyalty solutions by providing insights into how your best customers engage.  So, the higher the score, the more engaged the customer. By recognizing and scoring behavior at each touchpoint, a company can begin to put together a more detailed profile of each guest.

Engagement Score as a Performance Index

The Engagement Score also provides the baseline to measure the impact of guest experience on performance across key digital and physical dimensions and it unites the company or property around one common objective: maximizing guest experience. The Engagement Score provides the ability to understand and recognize how guest experience investments are truly impacting financial performance. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle.

A Connected Customer Engagement solution like ENGAGE.cx can make the implementation of the holistic Engagement Score an affordable reality. ENGAGE.cx cleanly sits atop your existing infrastructure doesn’t disrupt any existing business systems or processes, in order to provide companies with one cohesive view of their guest behavior. ENGAGE.cx finally delivers on the full promise that CX has been striving for in the hospitality industry. To see how ENGAGE.cx can help facilitate creating stronger relationships with your guests, contact Engage.cx today.

 

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ENGAGEcxEngage Every Guest like a VIP

Retail Podcast: Hear David Trice on The Incubator!

by ENGAGEcx on February 4, 2016

David Trice and IntrepidNow discuss connecting Digital and Physical

We would like to thank Todd Schnick and Ashley Staggs of IntrepidNOW and the Incubator for having us on their show.  Here is an excerpt from their post…

ENGAGE.cx is the only technology putting the customer clearly at the center of the business process for consumer-facing brands by connecting both online and offline interactions.

Our world is filled with data. From traditional Nielsen ratings to tracking our behaviors across the web, we are far less than anonymous in today’s digital world. Why then does shopping in a store make us feel like Julia Roberts in the infamous Pretty Woman scene? Engage.cx, is the Atlanta-based software startup that is changing the very relevant (it still accounts for more than 90% of total retail sales) brick-and-mortar retail experience by providing location based data in the moment that is tied to your online behaviors.

Here is a discussion guide for the podcast:

1. “How do you bridge digital and physical?”

2. “A customer-aware, central nervous system…”

3. With ENGAGE.cx, the retail operation can see, when you walk into a retail store, that you just recently went online to the website, or made a phone call to learn more…

4. While more and more people are buying online, still a large majority of people buy from a physical retail outlet…

5. How is ENGAGE.cx empowering both the physical retail teams and the Digital Marketing teams?

6. How do you appropriately attribute credit for the sale? No matter how it started…

7. How can you use digital to create a better in-store experience, and increase in-store purchasing?

8. Why it matters to encourage use of in-store WIFI?

9. How can retailers get better at “omnichannel” — its the buzz word, does it really matter?

10. It’s more than being mobile-optimized. You do have to be meaningful EVERYWHERE, at any time…

11. Identification is the first step… “The INDEX in the sky…”

12. How all of this actually works…

13. How can we leverage a B2C CRM?

14. Really determining “Lifetime customer value?”

15. How do you actually manage all of this customer data for your client?

16. “In-store micro-personalization…” Impacts of beacon-technology… “Micro-geo-fencing…”

ENGAGE.cx is a leading omni-channel, cloud-based attribution and experience platform that helps businesses engage with customers as they move across the growing array of digital platforms and devices. By delivering attribution and and conversion visibility, enabling truly personalized customer experiences, and empowering employees to serve each customer as an individual, ENGAGE.cx is a true partner in driving higher revenue and customer loyalty. Sign up for a free demonstration to see how ENGAGE.cx can revolutionize your business!

 

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ENGAGEcxRetail Podcast: Hear David Trice on The Incubator!

Problem Solved: A CMO’s Dream

by David Trice on January 26, 2016

ecx retail tech

What Event Did 50 Leading Retailers Attend While At NRF?

It’s enough to make a CMO want to bang his or her head against a wall – a CRM platform that does nothing to help the business know its customers and build great relationships with them. For all the hype surrounding many “cutting edge” CRMs, they don’t solve the problem widely experienced today of connecting a business’ brick-and-mortar experience with its digital experience.

But, good news was unveiled to 50 of America’s top retailers earlier this month in New York, during the National Retail Federation’s Big Show. This select group of retailers, including executives from Bloomingdale’s, Hermes, Nordstrom, and Coach, witnessed the first-ever technology that solves the CRM customer attribution problem. At an exclusive event at the Alton Lane showroom in Manhattan, ENGAGE.cx’s partnership with Cisco Meraki was unveiled. The partnership has resulted in revolutionary technology that gives businesses the power to truly bridge customer experiences across mobile, ecommerce, and in physical stores. The key is ENGAGE.cx’s power to recognize and identify each and every customer, no matter how he or she engages with a business.

This turn-key solution uses in-store WiFi to create a hyper-personal experience for the customer. As a customer shops, ENGAGE.cx fully attributes the visit with location and context captured from geo-fenced areas in the store — and marries that information with information gathered from his or her prior digital journeys with the brand. Even customers with abandoned digital shopping carts are greeted with a personalized experience that lets them re-engage when they walk into a store!

“I am finding ENGAGE.cx’s product to be very different from what’s out there, and I am really liking it,” said Christine Russo, Global Vice President of Store Development at Alice and Olivia, who attended the event at Alton Lane.

“Attribution is definitely one of the top five problems facing retailers today,” said Steve Dumas, Retail Segment Solutions Director at IBM.

The ability to recognize customers across all channels is becoming increasingly more crucial, for as Deloitte reports, consumers who use their digital devices while they shop in-store convert at a rate 20% higher than those who do not. Digital interactions influenced 64% of brick-and-mortar sales in 2015, totaling more than $2.2 trillion.

ENGAGE.cx is a leading omni-channel, cloud-based attribution and experience platform that helps businesses engage with customers as they move across the growing array of digital platforms and devices. By delivering attribution and and conversion visibility, enabling truly personalized customer experiences, and empowering employees to serve each customer as an individual, ENGAGE.cx is a true partner in driving higher revenue and customer loyalty. Sign up for a free demonstration to see how ENGAGE.cx can revolutionize your business!

 

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David TriceProblem Solved: A CMO’s Dream

2016: The Year of Technology-Enhanced CX

by David Trice on January 15, 2016

 

Advancements in CX Technology Expected in 2016

Employees are clamoring for it – the ability to leverage CX technology to better serve customers. By all appearances, employees, the people actually on the front lines with customers, fully grasp that mobile CX technology can be a game-changer when it comes to offering fully personalized customer experiences. Consider this from a recent article in CustomerThink: “If employees have easy mobile access to more relevant, personalized, and intelligent information in the moment, the customer engagement transforms along with it.” We couldn’t agree more. This may be a case of where the personnel in the trenches are ahead of company executives making decisions – and it may fall to them to lead their organizations to the realization that harnessing technology can dramatically enhance customer experience. If associates can accomplish this goal, 2016 will shape up to be a very good year for retailers.

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David Trice2016: The Year of Technology-Enhanced CX

RSVP for our NRF VIP Event January 17

by David Trice on January 8, 2016

You, craft cocktails, and omnichannel innovation

I’m  thrilled at the response to the next week’s event. Sunday evening after the National Retail Federation (NRF 2016) opens, we’re hosting an exclusive group of VIPs in the Manhattan private showroom of Alton Lane to get a first look at the technology transforming the customer experience.

NRF16 Offsite at Alton Lane Showroom

Top retail Innovators are joining from across the country for Digital to Physical: A Tailored Customer Experience.

Like who? Alice + Olivia, Alex + Ani, Arhaus, Ascena, Bloomingdale’s, Coach, Forever 21, John Hardy, Nordstrom, Tourneau, VF, Warby . . . I could go on and on. Every time I look at our growing list of dozens of VIPs coming in from NRF 2016, I am excited about the group of leaders transforming this industry. I’m grateful to the vision of our partners Cisco Meraki, Sparks Grove and IBM Silverpop for supporting us.

Are you an omnichannel retail innovator attending NRF?

If you’re not satisfied with your omni-channel performance (or your plans Sunday evening), join us. Grab one of the last remaining VIP tickets. Come network with your peers in the exclusive Manhattan showroom of retail innovator Alton Lane. You’ve heard of how they’ve become a fast-growth sensation in bespoke men’s clothing—experience the 3D-fitting room for yourself.

Apotheke CocktailFarm-to-Bar Craft Cocktails, Manhattan-style

You’ll also enjoy the farm-to-bar craft cocktail magic of Apotheke. They are mixing five signature drinks for our evening together.

You’re invited:
January 17, National Retail Federation 2016 Opening Day

The centerpiece of the event is, of course, the customer experience and how to translate that for your brand. We’ll dive deep into that with an immersive experience that takes in the entire showroom and your presence. YOU are the centerpiece of the show just by showing up. This link will get you a free VIP ticket for brick and mortar retailers (while supplies last). All attendees also get a surprise gift. (Let me just give you one hint. It’s cool.)

See you in New York?

RSVP here.
–David Trice and the team at ENGAGE.cx

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David TriceRSVP for our NRF VIP Event January 17

Join ENGAGE.cx at NRF 2016: Exclusive Customer Experience Event on January 17th

by David Trice on January 5, 2016

 

As we gear up for another exciting year, I’m excited to announce that ENGAGEcx, along with sponsors Cisco Meraki, IBM Silverpop and Sparks Grove, is inviting retail innovators to an exclusive event during the National Retail Federation’s Big Show (NRF 2016). From crafted cocktails to well-purposed technology, this off-site executive retail event Sunday, January 17th, from 5:00 pm – 7:00 pm promises excitement, education and executive networking with the NRF Big Show as the backdrop.

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David TriceJoin ENGAGE.cx at NRF 2016: Exclusive Customer Experience Event on January 17th

The Moments that Matter to Improved Customer Experience

by David Trice on December 7, 2015

Improved Customer ExperienceMost businesses are in desperate search of the moments that drive engagement and advocacy in a customer’s path to purchase.  Unfortunately, organizational silos often make it difficult to see customers or their influencing moments that could lead to improved customer experience– as the data across channels is almost always inaccessible and organized differently.

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David TriceThe Moments that Matter to Improved Customer Experience

Sephora & Bridging the Digital / Brick-&-Mortar Divide for Better Retail CX

by David Trice on November 29, 2015

retail cxThis month, Mobile Commerce Daily published an article on cosmetics giant Sephora and its new “flash store” which is intended to bridge the digital divide between brick-and-mortar and online sales. The flash store opened in Paris and still offers Sephora’s vast array of cosmetic products, but the store is also equipped with a digital catalog and discovery tablets to help shoppers explore coveted beauty looks and experiment with new products. Sephora’s goal is to make the in-store shopping experience so good that customers won’t wander off to companies like Amazon to replenish their favorite eyeliner or moisturizer.

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David TriceSephora & Bridging the Digital / Brick-&-Mortar Divide for Better Retail CX

ROUNDING OUT THE TEAM, ENGAGE.cx HIRES FORMER ORACLE EXECUTIVE

by ENGAGEcx on November 18, 2015

Rapidly growing ENGAGE.cx expands executive team with Chief Revenue Officer Eric Larson

Eric Lasrson Formerly Oracle and HelloWorld

November 18, 2015 (Atlanta, GA) – ENGAGE.cx is pleased to announce that Eric Larson, former executive at Oracle and HelloWorld, Inc., has joined the company as the new Head of Revenue. Larson will be leading all revenue generating functions such as sales, customer success, lead generation, pricing, and revenue management for ENGAGE.cx.

Retail has made a huge transition in recent years and the predictions have been far reaching for the future of both physical and digital shopping. No longer is there a line between brick-and-mortar, mobile and ecommerce, quite simply “It’s not physical or digital; it’s physical with digital.” says a recent AT Kearney report.  ENGAGE.cx sits at the presipice of this new retail world and builds the necessary bridge for retailers to their consumers aross every channel.

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ENGAGEcxROUNDING OUT THE TEAM, ENGAGE.cx HIRES FORMER ORACLE EXECUTIVE

It’s Not the Amount of Customer Data that’s the Problem. It’s How You Use It.

by ENGAGEcx on November 12, 2015

customer dataMatt Goddard, CEO of digital marketing and technology company R2integrated, recently published a piece in MarketingProfs asserting that data is the problem most likely to keep “CMOs up at night.” Goddard cites a study by IBM that finds CMOs feel most unprepared for dealing with the “data explosion” among all the changes going on currently in the marketing arena.  He defines the problem as one of scale: “The more people marketers try to reach—the more consumer segments they carve from data—the harder it becomes to deliver relevant content to each person.”

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ENGAGEcxIt’s Not the Amount of Customer Data that’s the Problem. It’s How You Use It.