Most retail organizations will agree that times are tough. From unpredictable consumer spending and increased competition to rising merchandise costs and employee attrition, retail organizations face considerable challenges to achieving growth across traditional and new channels while trying to deliver great customer experiences.

Many retailers are stymied by the complex, multi-channel world of today's consumer. In today’s era of one-to-one personalized relationships, you need a way to link customer interactions, visits, purchases and the like from multiple touch points to fill those gaps and capture the 360° customer view needed to improve the customer experience, target offers and generate better returns.

 

Today’s demand-driven retail environment has created an immediate and urgent need for retailers to segment customer groups and develop customized marketing and merchandising strategies. Forward-thinking analysis of key customer data can help retailers develop targeted market segments in their ongoing quest to create more profitable long-term customers.

RSR Presents Results of New Pricing
& Promotions Benchmark Study

Digitally empowered, price-conscious consumers have rocked retailers’ worlds.  High profile announcements by mega-retailers to drive sales and combat “showrooming” have been showcased in the media and at conferences around the world.

RSR’s fifth annual benchmark study on retailers’ pricing capabilities moves beyond the hype to the truth.

This three part webinar series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of:

PART I: In-Store Clienteling
PART II: Why CRM is the New ERP
PART III: Ecommerce and Consumer-Facing Digital Technologies

Part 2: Why CRM is the New ERP

Price, product, promotion. They’re all important. But without PEOPLE, they mean nothing. Customers are people first, and understanding what they want and how to deliver it to them is an art.  For too long, inventory has been placed at the forefront of the retail universe, resulting in markdowns and lost margins when stock doesn’t move as quickly as anticipated. That’s about to change.

In order to achieve social business maturity, organizations must follow a 5-step process consisting of: discovery, experimentation, evangelization, pervasiveness and realization. During his webinar presentation, Ray Wang of Constellation Research will guide attendees through this process. He also will share social commerce best practices and some recent social business study findings.

Retailers are competing on the customer experience more than ever. Landmark statistics on the workforce’s role in the customer experience were recently released in a joint Empathica and Axsium whitepaper based on the results of a recent consumer insights survey. Insight uncovered consumer outcomes relating to different elements of the customer journey.

The enormous impact of social media and mobility has created a profound shift in consumer behavior by shifting the balance of power in the retailer-customer relationship. To add to this, ongoing economic uncertainty coupled with heightened consumer expectations of their retail experience have today’s retailers adjusting to a new “normal” squeeze on their operations.

In 2011, more than 90% of multi-channel retail sales came from within the store. This revenue base is now under attack by the proliferation of smartphones and comparative shopping apps used within the store by consumers who want the best experience and price.

In this on-demand webinar, guest speaker Peter Sheldon of Forrester Research and Eric Newman of Digby discusses this opportunity and shares insights into how a retail branded rich app can change the game in the retail store by enabling retailers to engage with their customers like never before.

Self-checkout devices are growing in number by more than 10% each year, according to Greg Buzek in a recent blog. So, contrary to some rumors circulating through the media, self-checkout is not dead or dying.

In a recent consumer study, NPD Group has confirmed that consumers are increasingly interested in self-checkout technology. The study showed that when grocers implement self-service, approximately 35% of transactions are completed using the technology. Additionally, nearly 50% of U.S. consumers want stores to offer self-checkout.

Consumers are choosing where to shop based on the convenience and flexibility retail brands offer across channels. This webinar will highlight new consumer survey data highlighting the shifting expectations of today's cross-channel consumer. The data will examine emerging trends around:

• Growing loyalty to brands that offer a good selection and competitive prices across all channels
• Shoppers willingness to move their to another retail brand when they encounter inconsistent pricing across channels;
• A growing disconnect with brands that offer inflexible, shipping, pick-up or return options
• New interest in making purchases directly on mobile devices