Breakthrough Thoughts on Customer Obsession

Customers taking a selfie in the store

Today, retailers are finding that the best way to build retention and loyalty is through becoming a customer-centric company, and they're using emerging technology to help.

Download the webinar recap for "Customer Obsession: Retailers' Power Play for Victory."

Hear from top e-commerce executives about how their brands are focusing on the customer: 

Poppin

One of the best ways to retain customers over time is to listen to them, and Poppin is maintaining two-way communication through live chat.

Our LiveChat feature is the top way that we interact with potential new customers. Approximately 71% of our business customers interact with one of these agents prior to making a purchase. LiveChat makes up about 80% of those interactions.
— Zack AbbellSenior Director of E-Commerce

Kohl's

Personalization is the leading digital strategy initiative among top brands this year, and Kohl's plans to use its understanding of their customers to send relevant offers.

With the ability to use new technology enablers to personalize our offers and therefore grow usage and adoption over time, we believe loyalty has the potential to be a driver of visits and transaction size in a significant way over a long period of time.
— Kevin Mansell, CEO

Neiman Marcus

Retail technology must be used to solve pain points in the customer journey. Neiman Marcus helps its beauty buyers by recording makeover sessions so they can recreate the look themselves later.

Customers can use the video to go back and look at the tutorial for how to use the beauty products. It solves a real problem for the customer. It also solves problems for my brand associates. They have this amazing clientele. She can go review a session and record all the products that were tried during the session.
— Scott EmmonsHead of the Innovation Lab

Ivyrevel

Customization is taken to a new level at Ivyrevel, where shoppers' daily habits and activities are monitored to create a one-of dress.

You install an app on your phone, and select why you need the dress. The technology is able to learn from your activities. It understands what you love to do and where you love to go. It gets to know you a bit better. It translates all of this into a dress with a unique personal story to it.
— Kenza ZouitenCo-founder

Nordstrom

Many consumers are attracted to "see now, buy now" as fast fashion has its moment in retail. Nordstrom took notice and is attempting to keep their products fresh.

Customers are much more interested in buying now and wearing now. The idea that she would buy something and then put it in her closet for a couple of months until the weather changes — that has changed a lot over the years. And it’s not a great scenario for us.
— Pete NordstromCo-president

Customer Obsession: Retailers' Power Play for Victory

In a webinar with Forrester, we discussed how to build better shopping experiences by placing their customers at the core of their digital strategies. Discover how retailers are gaining actionable insights, personalizing mobile moments, and increasing retention.

DOWNLOAD THE RECAP

Topics: Omnichannel Trends Solutions

[FREE DOWNLOAD] "Customer Obsession: Retailers' Power Play for Victory" Webinar Recap

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94% of companies plan to transform their culture to become more customer centric this year, but what does that mean?

To break it down, customer obsession is comprised of three parts:
  • Real time, actionable shopper insights
  • Personalized moments throughout the buyer journey
  • Retention and advocacy among your loyal customers  

Discover why leading retailers are turning to mobile to learn more about people, create customized experiences, and build brand loyalty.

DOWNLOAD THE RECAP

Topics: Omnichannel Trends Solutions Recap Company Webinar

3 Ways Retailers Are Collecting Shopper Insights

Customer insights is the building block to personalization and loyalty.

Retailers shifting to become more customer obsessed are learning that they need to start by identifying their shoppers' buyer journey—and they're creating new, interesting ways to compile consumer data.

Request the recap for "Customer Obsession: Retailers' Power Play for Victory."

Which retailers are innovating?

Makeover is recorded by a MemoMi.
Source: Fast Company

Neiman Marcus

Magic mirrors are definitely getting their time in the spotlight recently, and Neiman Marcus is one of the latest retailers to jump on the new technology. 

The interesting twist about this implementation is that it integrates with RFID tags, so not only are shoppers able to play back their experiences with a stylist or beauty expert, but it also logs which products they tried—ultimately helping the brand to personalize future encounters with each customer online and offline.

Lowe's app helps in-store navigation.
Source: Lowe's

Lowe's 

With the help of Google's AR technology Tango, Lowe's Innovation Lab is assisting their customers locate items in stores by using the company's mobile app. Executive Director of Lowe’s Innovation Labs Kyle Nel said:

Our research shows that helping make it easier for customers to find products in stores not only makes for a better shopping experience, it allows our associates to spend more time advising on home improvement projects. 

Understanding how shoppers are moving throughout its stores and which products are most popular will help Lowe's design store interiors, identify customers online and offline, and guide digital marketing.

Timberland's in-store tablets help shoppers create a collection.Source: Digiday

Timberland

Shoppers can use mini tablets to scan products they like at Timberland to get more information, like reviews and related items. VP of Direct to Consumer Kate Kibler said:

You don’t have to download an app or give us your email to use it — only if you want to save your items. This is perfect for people who may not want to talk to a sales associate or don’t want to commit to an app.

At the end of their visit, shoppers can make notes and email their personal collection to themselves, increasing the number of potential customers in Timberland's CRM and understanding in-store behavior and preferences.

What's the theme?

Smart retailers are solving customer pain points while also connecting the dots between in-store and online. They're building strategies that are mobile-first and will allow them to personalize moments and develop loyalty programs in the long run.

Become a customer-centric retailer

It’s time to sideline the old habit of treating traditional brick-and-mortar and digital channels as separate pieces of the retail puzzle.

Join us for our webinar "Customer Obsession: Retailers' Power Play for Victory" on Wednesday, April 26.

REQUEST THE RECAP

Topics: Omnichannel Trends Solutions Apps

[WEBINAR] Customer Obsession: Retailers' Power Play for Victory

Customer obsession webinar

 REQUEST THE RECAP

Registration is closed.

It’s time to sideline the old habit of treating traditional brick-and-mortar and digital channels as separate pieces of the retail puzzle and focus on your customers.

Modern retailers are held to a higher standard not only for the products they sell but also the shopping experiences they deliver. Fortunately, digital disruption and consumers’ open mindedness to new technology leave brands with endless ways to:
  • Gain actionable customer insights
  • Enrich CX with personalized moments
  • Increase retention and loyalty

Join Branding Brand Senior Director of Product Matt Compton and guest speaker Forrester’s Brendan Witcher to learn why leading retailers are adopting a customer-centric mindset and what benefits they’re experiencing.

Registration is closed.

REQUEST THE RECAP

Topics: Omnichannel Trends Solutions Company Webinar

[FREE DOWNLOAD] "How to Use the Buyer Journey to Improve CX" Webinar Recap

"How to Use the Buyer Journey to Improve CX" Webinar Recap

70% of businesses say improving the customer experience is their top priority, but before retailers can start building better experiences, they must understand the buyer journey.

Learn how retailers can develop a 360° view of shoppers and their omnichannel shopping journey through mobile apps and other digital initiatives, and discover which retailers are setting the bar high for online and in-store shopping experiences to succeed in the "Age of the Customer."

DOWNLOAD THE RECAP

Topics: Omnichannel Trends Solutions Recap Company Webinar