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The State of Omni-Channel Retail in India- Is it time yet?–Part 1

Author: Abhijeet Vijayvergia, VP-India and South-East Asia, Capillary Technologies. "I want us to stop talking about digital and physical retail as if they're two separate things. The customer doesn't think of it that way, and we can't either,"-- Doug McMillon, CEO Walmart. This quote clearly sums up the way ahead for omni Channel retail in India. Omni-channel has been the buzzword in the Indian retail world for quite some time now but omni-channel remains largely uncomprehended or misunderstood by the retail industry in India. The bigger question remains if it’s the right time for the Indian retailers and consumer goods [...]

In-store Allies; 5 Ways to Leverage Retail Associates and Enhance ROI

How many retail associates does it take to close a sale? What’s the key function of an associate? What kind of data do retailers use to make determinations about how to most effectively use associates in sales scenarios? Retail associates are often times the lifeblood of the brand and the key touch point at the POS for your customers in terms of what they say, what they do, how they act, and what capabilities they have to directly determine the level of engagement and positivity of experience of customers both loyal and new. Here are 5 ways you can be [...]

5 Intelligent Customer Engagement Sessions At The NRF!

Our team couldn’t be more excited for Retail’s Big Show next week! This year, the NRF's focus seems to be heavily on consumer loyalty and mobile operations including digital shopping, the internet of things, and omni-channel retailing. To help you navigate over 45 breakout sessions, we’ve compiled a list of the top 5 sessions retail marketers should not miss in their quest to be the brand that customers love. 1. Omni-Channel Strategies: How to Use Mobile to Increase Sales Joe Morrow, CEO Mobile Fusion & Jaime Vasquez, MOOYAH Burgers, Fries & Shakes Sunday 8:30–9:30am Room: Hall A, 1A 06-08 Learn the secrets [...]

Why You Need Self-Service Customer Intelligence

Customer Intelligence tools are all about empowering the employees in an organization to make data driven decisions as opposed to relying solely on gut. This implies that CI tools must be self-serve. But what does “self-serve” really mean? Make the information easily consumable A TDWI Research Report says 83% of the respondents in a BI survey said easy access to information makes BI attractive for them The trick here is to understand your target audience. CI tools are created by software developers and deployed by IT folk within an organization. But ultimately, to be useful in a retail organization, they [...]

3 Big Data Methodologies Every Superstore Must Deploy (Part 3/3)

As we learned in the two previous posts in this series, Customer Profiling and Merchandise Affinity are great ways for superstores to create unique customer segments and couple fast selling products with slow selling ones. Using these segments you can produce an increase in customer loyalty, a reduction in promotion cost, an increase in customer’s response to promotions, and an increase in overall sales. With the big data a superstore creates, there are a lot of methodologies which can be deployed to analyze all of it. Here I will be identifying the third and last data analytics method every superstore must deploy. Price Optimization: What [...]

3 Ways To Improve Customer Engagement Today!

In the modern retailing era, creating great customer engagement has become a vital element for any retailer’s success. Most marketers have started tracking what the customer likes in their brand marketing plans around brand awareness and brand promotions every year. It’s a proven model that loyal customers can promote your brand much higher than traditional marketing promotions. In a few markets, customer acquisition is getting saturated and every new acquisition costs 5X dollars higher than retaining your existing customer. Hence, it is very important that you connect your loyal customer with the right set of product suites to enable them to [...]

Clienteling: Power to the Sales Associate

“ 92 % of companies recently surveyed by Forrester Research agreed that customer experience is a top priority, yet nearly half admitted that they don’t have the resources needed to give customers what they really want: personalization and convenience.”  -The State Of Customer Experience Management, 2013, Forrester, Nov 2013 We’ve entered the age of the consumer, where the customer is at the center of the retail universe, and data has made this possible. Customers are empowered with more information than ever before; with online stores, social media, and smart phones. Their expectations from in-store shopping experiences have changed, and so [...]

Top ‘Customer Engagement Takeaways’

  NRF SPECIAL: 27,000 delegates from across the world gathered in New York this January at NRF 2013, making it the largest platform for discussing the future of global retail industry. Team Capillary brings to you the three most talked about customer engagement trends at the show. 1. "The Great Convergence" : Deloitte In a keynote addressed delivered at NRF's BIG Show 2013, Alison Paul, compared the impact of the digital revolution to the Indsutrial Revolution and how it caused a massive reconstruction of the industry. Rather than change in retail technology, he said it is consumer technology that is changing [...]