The walls continue to crumble dividing digital and in-store retail. Not so long ago, online retail was viewed as the enemy of the brick-and-mortar store, a digital upstart which was upending the way retail traditionally operated. But, rather than competing with each other, it is becoming increasingly evident that digital is complimenting in-store retail purchases. According to a recent report by Deloitte Digital, digital interactions are expected to influence 64 cents of every dollar spent in retail stores by the end of 2015, amounting to a whopping $2.2 trillion. The same report found that shoppers who interacted digitally while they browsed in a store converted at a rate 20% higher than those who don’t use digital while they shopped.
Today, customers are defining their own journeys with businesses, curating their shopping experiences with a blend of digital and in-store interactions. Integrating web, mobile and brick-and-mortar is the true solution to better customer experience by identifying and acting on the pivotal moments that matter most. Each customer experience technology must be leveraged to completely personalize the experience and something like an interactive store display isn’t going to be as effective if the technology can’t recognize the customer standing in front of it, identifying the nearest sales associate and empowering them to deliver outstanding customer experience. A beacon that identifies the customer as soon as she walks into a store is of no use if the information about that customer isn’t made immediately available to the staff on the sales floor, telling the about her recent online searches and behavior. The art of connecting these customer touch points to create a uniquely tailored customer experience is what will make the difference in sales and revenue. It’s the means to knocking the customer’s socks off with truly personalized experience.
ENGAGE.cx is the customer experience-driven CRM and the only one purpose built for B2C businesses, designed to recognize customers at every touch point. We call the complete collection of a customer’s touch points the “Customer Lifecycle.” ENGAGE.cx allows companies to put together complete profiles of each and every customer, down to their likes, dislikes, and communication preferences. The information gathered about each customer is made available to company personnel right when it matters most – at the moment of engagement with the customer.