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Captivating CustomersCutting-edge customer engagement solutions
Customer engagement
“When asked how companies can encourage them to spend more, 61% of customers said accessible information, 66% said improved customer service and 23% said a tailored experience.”**Harris Interactive, Customer experience Impact Report 2010
Presentation focus
Key customer engagement strategies…
• Ecommerce• CRM & Email Marketing• Clienteling• Mobility
Are you connected?
Ecommerce
CHALLENGE :How can retailers make the most of the
online shopping phenomenon?
“84% of global
internet users shop online.”
Source: Nielsen Online, 2011
Solution 1 : Supply chain integration
1. Integrated system
• Full integration to the enterprise• Real-time accurate view of inventory info • Global capabilities, one online storefront• Security functions
Solution 2 : High quality user experience
2. High quality user experience
• Customized design•Save customer product look- up, wish lists, history & delivery tracking• Customers can review and rate• Send targeted emails, newsletters & coupons• Accept credit cards in real-time
EcommerceSummary
Key Benefits
• No information silos!• Integrated to back-office• Inventory in one place• Eliminates duplicate processes
CRM & Email Marketing
Is your message getting through?
CHALLENGE 1: Multi-channel business models often lead to disparate customer data, rendering it difficult to truly know and
understand your best customers.
“Patronage by loyal customers yields 65 % of a typical business' volume.”
American Management Association
Solution 1: 360⁰ view of the customer
1. 360⁰ view of the customer
• Convergence of multichannel customer data• Better know the customer• Ad hoc queries • Act on these insights to personalize the sales experience• Automated customer segmentation
CHALLENGE 2: Lack of relevancy increases customer defection.
“63% of consumers
have or are considering
abandoning a brand
altogether because of
irrelevant email and
junk mail.” CMO Council Study, 2009
2. Integrated Email Marketing • Integrated to CRM and Xpert• Using intelligence gathered at all channels• Effectively target the right customers with the right message
Solution 2: Integrated Email marketing
“43% of respondents stated that problems with
data availability or integrity were major barriers to implementing
marketing ROI programs.”
The Conference Board, 2009
CHALLENGE 3: Marketers struggle to prove the profitability of campaigns.
Solution 3: Retail marketing analytics
3. Retail Marketing Analytics•Automated ROI measurement•Removing manual processes• Multi-dimensional & Multichannel analysis• Scheduled reports
CRM & Email Marketing Summary
Key Benefits
• Valuable customer information• Relevant messaging• Accurate metrics
Building lasting relationships
Clienteling
CHALLENGE 1:There is a clear value in offering better customer service but how can retailers offer superior customer service to
their competitors?
“74% of customers would
be prepared to pay more
for a product if it came
with better service.”
Source: Retail Eyes Report
Solution 1: Clienteling, an interactive customer experience
1. Clienteling: an interactive customer experience
• Engages the customer visually & emotionally• Encourages customer interaction• Highly personalized• Improves cross- selling/up-selling• Offers flexibility
CHALLENGE 2: Captivating customers is one thing, keeping them is
another. Loyal customers are key to business success.
“customer retention costs five
times less than new customer attraction.”
Source: Emmett C. Murphy
and Mark A. Murphy,
Leading on the Edge of Chaos, 2002
Solution 2: Building lasting relationships
2. Building lasting relationships• Dive deeper into customer
information: purchases, likes, preferences
• Pull rather than push• Integrated to create loyalty programs
with tailored promotions & services
• Schedule appointments• Conduct surveys/ diagnostic analysis
ClientelingSummary
Key Benefits
• Deeper customer knowledge• Interactive• Builds loyalty
Mobility
Retail is on the move…
CHALLENGE :How can retailers seize every sales opportunity and stop
the customer from going elsewhere?
“51% of shoppers refuse to even
enter a store if they spy a line-up.”Source: Barclaycard
Solution : Seize the moment with flexible retailing
Seize the moment with flexible retailing • Line-busting mobile POS• Customer data capture & VIP• On the spot product & inventory look-up• Real-time integration to the enterprise
MobilitySummary
Key Benefits
• Seize every opportunity• Flexible retailing• Customer engagement
Raymark’s Customer Engagement Blueprint
@RaymarkRetailwww.raymark.comRaymark
Making customer-centric retailing a reality