The battle for the consumer's share of mind, heart and wallet has never been fiercer. Business managers have come to realize that loyalty not only comes at a premium, but can be eroded or transferred in the blink of an eye. How can they acquire and retain these fast-moving, customers - and, equally important, keep increasing their own share of the spending pie? The answer lies in engaging customers in an intuitive and personalized manner, all in real time, with vastly reduced human intervention. There is a clearly-defined role here for addictive customer engagement.
Have you wondered why certain stores or websites are always 'happening' and there is a crowd waiting to shop while others carry a deserted look?
Today's consumer is not shopping just for the price and selection - she has multiple alternatives for these with vastly increasing number of Retailers as well as channels.
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She comes to a specific store (or website) for the experience - just why people visit a movie theatre versus watching a movie at home. This experience is further enhanced when it is personalized. A personalized Retailing experience has almost always increased the revenue and can also increase profit margins.
Intellect Commerce’s Customer Engagement solution enhances the brand loyalty by bringing B-B-C focus. However, customer engagement must not be misconstrued to be limited to loyalty alone. It goes far beyond. The Retailer not only is able to monitor, track and create insightful interaction with the consumer but also, as per their discretion, able to involve its own marketing, supply chain (or even vendor) to enhance this shopping experience.
Consumers are expecting Retailers to know their preferences and interests - in a recent Intellect Commerce survey, almost 83% of consumers expressed that they would be likely to be a repeat customer if a Retailer provides them with targeted, personalized offers. Intellect Commerce’s customer engagement software is being used to enhance the personalization beyond the typical greeting customers when they are at the store (or visiting website), sending personalized emails on birthday and anniversaries to making recommendations based on previous purchase behaviour via a personalized landing page with “recommended products” section, to sending a SMS when their preferred brand in their preferred size and colour is going to hit the shelf. It is all about deep conversations.
Intellect Commerce’s analytics algorithms analyze the buying patterns of a consumer across chain, channels and other interactions, to forecast to Retailers what a consumer maybe looking for. Today a consumer is well aware that Big Data analytics is being used to help them receive such personalization - it’s not that they are against that but want the ability to respect and protect their privacy, based on personal preferences.
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