Retail Customer Experience
Post Covid19, Retail has witnessed a tectonic shift towards digital experience; whether it is in the form of “Direct to Consumer – DTC” Implementation, Online – Offline convergence, Digital Loyalty/ Retention Management, In-Store Personalization, and a lot more. Covid19 led lockdowns have split the consumer journey into Physical & Digital workflows; whereby now, consumers may research, evaluate, compare & shortlist online, and further may validate the quality “in person” at a store before they purchase & seek deliveries to their home. Consumers want to minimize the “InStore visit time” and on the other hand Retailers want to maximize the “Visit Value”, and this is only possible via right customer experience transformation.
Direct to Consumer
Strategy
Post Covid19, DTC Implementation is not only a must for sustenance but also has led to tremendous growth for retail despite the challenges. We can help you evaluate your DTC Readiness, craft the right DTC Strategy, implement DTC the right way using the right platform and also create a roadmap for faster acquisitions, retentions & growth
Online Offline
Integration
Covid19 led lockdowns have split the consumer journey into Physical & Digital workflows; whereby now, consumers may research, evaluate, compare & shortlist online and further purchase the product over an In-person store visit. We can help you craft this “Connected Experience” through right sales/ marketing/ customer service automation
In Store
Personalization
In order to maximize the “Visit Value” despite the Covid19 led reduction in average In-Store visit time, Retailers need to empower the Frontline Staff with Customer Persona/ Profile insights, Product Affinity, Purchase Propensity and sales recommendations. This drastically improves retentions, loyalty and thereby the average CLTV.
Retention & Loyalty
Management
Customer360 implementation is critical for retention & loyalty management in retail. It takes a consolidated and collaborative effort from Sales, Marketing, In-Store & Customer Support teams to engage with the loyal customers in a personalized manner thereby driving better experience. Leveraging digital platforms & technologies is a must for the same.