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Shopper Engagement
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Thursday, 30 June 2011 13:56 |
 For many retailers, supply chain optimization and employing efficient in-store strategies are key in developing a streamlined purchasing process. Although optimizing the shopping experience is important, companies are focused on engaging shoppers and converting them into loyal brand customers. In a recent Customer Engagement survey conducted by Retail TouchPoints, 64% of respondents agreed that customer engagement and satisfaction is a higher priority than other company concerns including cost reductions, supply chain optimization, domestic expansion and brand recognition.
Some other key survey findings include:
- A majority of survey respondents (64%) reaffirmed the importance of employing a customer engagement strategy to retain existing customers, over acquiring new customers (44%).
- Increasing brand loyalty also was a key topic of interest to 44% of retailers.
- To maximize brand awareness, most retailers (64%) have employed a social media strategy to engage new and existing customers, and find it important to analyze platform conversions and respond to customer questions or complaints.
- Retailers surveyed track and measure all CEM initiatives through customer analytics (66%) and social media monitoring (40%).
- Overall, retailers found social media (50%), mobile technology (44%), and email marketing (50%) to be imperative engagement channels, while deploying in-store kiosks was least relevant (34%) related to current retail strategies.
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Cross-Channel Strategies
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Thursday, 30 June 2011 11:06 |
 Keyword use and search results are effective tactics used by many online retailers to jumpstart brand exposure and sales. Pet supply retailer Doctors Foster and Smith relies on search to drive ROI, since a majority of its transactions occur online.
The retailer sought to find a solution that provided optimal exposure in search, because its previous search management technology was outdated and unresponsive to market changes and developments, the company reported. With the outdated technology in place, the company’s marketing team was unable to explore new strategies; instead it was focused on continual monitoring of existing campaign management. Doctors Foster and Smith chose search solution provider Marin Software to help improve its marketing efforts.
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Executive ViewPoints
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Written by Kelly O’Neil, Product Strategy Director, Oracle ATG
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Thursday, 30 June 2011 11:01 |
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 Online commerce connects the digital and physical worlds. Understanding and implementing the right technology tools and strategies builds customer loyalty and drives sales across all channels. The future belongs to the retailers that are best able to provide a seamless cross channel experience to their customers.
More than 200 retail executives gathered recently at Oracle Retail CrossTalk to compare notes on vital retail topics, from merchandising and planning to global expansion. It quickly became clear that the issue most retailers are focused on right now is enabling better cross-channel experiences.
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Industry Insights
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Written by Debbie Hauss
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Tuesday, 28 June 2011 15:54 |
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 Close to 220 retail executives gathered in Washington DC last week for Oracle Retail’s annual Crosstalk event, which was the largest attendance in the history of the conference, according to Rose Spicer, Senior Director, Retail Marketing for Oracle Retail. A total of 97 retail companies were represented, Spicer said. In addition to its annual user group meeting, which drew approximately 100 attendees, Crosstalk offered 39 retailer-led presentations throughout the three-day event, up from 29 the previous year.
The opening keynote was presented by Johnny Belk, President and COO of Belk, the southern U.S. department store chain operating 305 stores in 16 states. In 2011, Belk sales grew 5% to $3.5 billion. During the next three years the company is investing $150 million to repair and rebuild its core information systems and technology, including merchandising applications, a new data warehouse, new POS and a new eCommerce platform.
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Cross-Channel Strategies
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Written by Amanda F. Batista
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Tuesday, 28 June 2011 10:02 |
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The key to maximizing online holiday returns this year is — not surprisingly — to leverage the social and mobile channels to present a unified channel experience, and more importantly, cater to the “omni-channel consumer,” who is pressed for time and expects access to desired information on her terms, according to IBM Coremetrics in its recently released Fourth Annual Online Retail Holiday Readiness Report, an analysis of key trends in online shopping and usage based on data from more than 500 U.S. retailers.
With the holiday shopping season approaching, retailers are challenged to map out a blueprint for effective customer-facing strategies to win at every touch point. Focused on providing best-practice insight, the report uncovers the trends driving a customer-centric approach to e-Commerce for the most critical shopping period of the year.
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