customer engagement

/Tag:customer engagement

Showrooming and Webrooming – are they two sides of the same coin?

Image Source: Marketoonist.com Author : Amrutha Aprameya, Product Marketing Manager, Capillary Technologies The retail industry is going through a dramatic evolution with an unprecedented impact of technology savvy customers indulging in one-click purchases. From checking online reviews for products to comparing prices on different websites, consumers have multiple options at bay to keep retailers on their toes. Two principal phenomena that are defining the retail ecosystem today are ‘Showrooming’ – a practice of browsing products in-store but actually purchasing them online and ‘Webrooming’ – where shoppers research for products online but eventually purchase them offline in physical stores. Retailers across [...]

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 [...]

Mapping the Customer Journey to Improve Customer Experience

Customer Centricity is trending and marketing gurus unanimously agree that this is the way to go in today’s complex market landscape. Consumer insights and customer sentiments matter the most now – more than ever before – and companies are investing their marketing dollars on understanding their consumers. Mapping the customer journey is one of the most effective ways to understand consumer experience across different touch points. The customer journey denotes the relationship between the customer and the brand. It begins with the first impression that a customer forms of the brand to all the experiences and interactions at each touch [...]

4 Ways #SocialMedia Insights Influence #Retail Sales

Over the last ten years, the rise of mass social media has completely transformed marketing. That impact has extended across all industries and has been especially prevalent in retail, where it has completely transformed the brand-customer relationship into a more customer-centric interaction. Furthermore, social media has made it so retailers can connect with more consumers than ever before. Facebook has grown to more than 11.1 billion users. Twitter clocks in at about 288 million active monthly users. These massive quantities of users have opened the door to a whole new capability for even the smallest retail shop, as well as some of the largest and most [...]

3 Unconventional Ways To Improve E-Commerce Engagement

In today’s ADD-riddled world, holding customers attention is harder than ever and information overload is a real concern, especially online. Retailers who think outside the box routinely experience better e-commerce engagement and build better equity. Here are three unconventional ways to make your customer feel warm and fuzzy every time they interact with you. Display social shares. If you are likely to download an app based on a friend’s review why not a real product. It’s great to know who in your social network likes a particular product and since the customer knows that friend quite well (ok, well enough!), [...]

Using Insights to Drive Customer Engagement (Webinar, Sept 11)

Data empowered companies are disrupting every industry. The capture and analysis of customer data allows retailers, restaurants and grocery stores to dominate their markets and better engage their customers. A great example is in TechCrunch’s recent article on how Pizza Hut saw a 12x return on ROI based on their marketing insights from customer data. “Take Pizza Hut, for example. In 2013, the international franchise enjoyed a 12x return on ROI thanks to its partnership with customer analytics company Capillary Technologies. Capillary helped capture, structure and leverage large quantities of customer data, but more importantly, they helped Pizza Hut take its massive customer base and [...]

Capillary and Customers Recognized For Excellence In Customer Engagement Strategies

This summer Capillary has had a lot to celebrate. If you've been following our other posts you've seen us named as a Top 20 Most Promising Digital Marketing Solution by CIO Review,  honored to be an AlwaysOn Global 250 Company, and raise $14 Million in Series B to further enable retailer marketers to intelligently engage customers! Well, we now have another accomplishment to add to the list; two of our amazing customers, Pizza Hut and KFC were recognized by Marketing Interactive last night, winning multiple awards for their accomplishments in creating loyalty and engagement with their customers. Best CRM Strategy: Gold - Pizza Hut Best [...]

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 [...]

The Ultimate CRM Strategy: Personalization

In my earlier blog entitled “What your Mother Never Told you About Customer Relationship Management,” I shared my thoughts about what Customer Relationship Management means to me:  At the heart of it, I believe that CRM is about forming one-to-one interactions with each customer.  Of course, such a level of personalization, while powerful in forming and managing relationships with customers, can be difficult given that each retailer can have hundreds of thousands of customers visit at any given day.  At the CRMC show, I sat in on some of the sessions such as Ted Rubin’s session on the importance of [...]

Offline & Online Mantra: One’s gain is the other’s gain too!

The retail universe is expanding and shrinking at the same time. Expanding thanks to a plethora of brands offering a range of lifestyle products catering to every age group. And shrinking because the divide between online and offline marketing channels is – well –distinctly a blur today. With digital and social channels having become an integral part of the traditional marketing mix, brands are going all out in all directions to drive more customer engagement through meaningful conversations; effect more conversions; and grab a larger part of the market share. Does this mean online marketing success has eaten into in [...]