Consumer expectations have changed dramatically in recent years. The basics such as quality of service, products and prices have always been important, but today’s customers use a wider range of benchmarks to measure their overall shopping experience. they now “Amazon Experience” Every time you shop, it impacts every retailer, in-store and online. And with customers spending less and a recession likely looming, meeting these new standards is more important than ever.
Today’s customer experience is much more complex. There is a mix of face-to-face and digital touchpoints. With this in mind, customers expect fluid and connected experiences. These expectations have given rise to omnichannel retailers leveraging technology to improve the customer experience. There, shoppers can enjoy a unified experience while navigating between different touchpoints and channels.
But are your customer experiences—and the technology that powers them—working well enough? Here are five key ways you can leverage technology to create loyal customers and brand advocates.
1. Ensure a connected customer experience
customers are all Interacting with retailers for a smooth connection during the buyer journeyHowever, using multiple disconnected and siled solutions during the fulfillment process means that different departments of the retail business have partial visibility into each customer engagement. From shipping management to customer engagement and more, these various IT systems need to be integrated.
The key to ensuring a seamless customer experience is having complete visibility into each customer engagement across departments using one platform. Visibility gives sales, customer service, shipping, and marketing teams a transparent view of customer engagement, from pre-purchase sales chat to post-purchase customer care, fulfillment operations, marketing, and sales workflows can.
Centralizing all data about each customer means that every customer interaction feels natural. As a result, we become customers who feel Seen and cared for.
2. Use a personal touch when communicating with customers
today’s consumers A personalized and seamless omnichannel experienceRetailers that offer solutions that can use AI data tagging and tracking will be several steps ahead of their competitors by enabling highly personalized and tailored messages to customers.
Personalized, SKU-level communication specific to each customer and their order creates a VIP delivery experience and helps establish a deeper emotional connection. And using the perfect mix of human agents or AI-powered chatbots, highly personalized, contextually relevant customer interactions transform their experiences into glowing reviews.
3. Make sure your customers are always connected
A wake-up call is required if you use one-way push notifications to alert your customers. Games and consumers have changed. Customers want a voice along the way. Unresponsive messages lead to frustration, poor customer experience, and high delivery failure rates.
AI-powered two-way messaging that is fully integrated with logistics results in improved customer satisfaction, higher delivery confirmation rates, and fewer failed deliveries. Engaged customers who know their needs will be met during the fulfillment process quickly become brand advocates and repeat buyers.
4. Turn post-delivery into a marketing and sales opportunity
Many retailers believe that a transaction is complete once a delivery is made. Okay, they might send a generic email asking for a review, but they know the response rate is low, and generally, this is a half-hearted effort.
Retailers must treat the fulfillment process as a marketing and sales opportunity, not just a cost center, and use AI-powered automated customer engagement technology to transform post-delivery communications. This allows you to drive sales by triggering automated upsell campaigns based on customer history, product SKUs and, importantly, post-purchase customer feedback.
With customer reviews becoming a powerful marketing tool, automated upselling and campaign management technology can significantly increase the percentage of satisfied customers who post positive online reviews.
5. Deliver a true omnichannel experience
Current solutions widely used in the retail furniture industry must provide a true omnichannel experience. For example, standard shipping management software cannot guarantee that the customer is at the center of the fulfillment process. There, all departments can monitor all customer interactions and each other’s activities.
Employing AI and automation centralizes each element of the fulfillment process, tying it to customer service, sales, shipping, and marketing. The result is perfect alignment, a seamless, engaging and rewarding customer experience, and a steady stream of repeat sales.
Is it time to switch?
As standards reshape in the retail furniture industry, many IT solutions that manage fulfillment and customer interactions need to become more purposeful. Retailers must have solutions that can meet these changing standards.
like a retailer TDG aimed at Package.ai Transform fulfillment into a customer-centric experience with conversational AI, workflow automation, and last-mile intelligence. This allows you to effectively form meaningful relationships with your customers, redefine loyalty, and increase sales by delivering a superior customer experience.
Retailers that switch to AI and automation will soon start saving operational costs while creating loyal customers and brand advocates. In today’s tricky retail environment, you need to create loyal customers for your business to succeed.
