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Retail CRM provides insights from leading retailers and industry experts that help improve the customer experience at every touch point and across all channels. Some topics covered in CRM articles include customer loyalty, email marketing and promotion optimization. Subscribe to the feed and stay in touch with the latest retail happenings.
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Written by Alicia Fiorletta
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Thursday, 16 May 2013 00:00 |
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Online shoppers can browse and buy conveniently from the comfort of their homes. But when consumers have questions or concerns during their online journeys, they must rely on social media, online chats and other resources to receive help. That is why it is imperative that multichannel and online-only retailers ensure quality customer service 24 hours a day, seven days a week.
Gilt Groupe, a luxury flash sale eTailer, has implemented Zendesk, a customer service software provider, to create a high-end, always-on customer experience. Since implementing the solution, Gilt Groupe has increased inquiry response times across channels, leading to a six-point boost in customer satisfaction scores, according to Crystal Caligiuri, VP of Customer Experience. Currently, Gilt Group has an 84% customer satisfaction rate, versus 78% in October 2012.
“Our customers have come to expect exceptional service from Gilt Groupe,” Caligiuri said in an interview with Retail TouchPoints. “As an e-Commerce business, customer service is the only ‘live’ interaction we have with our shoppers, so we need to be able to provide a helpful, quick experience. In fact, customer service is such a reflection on our brand that every single Gilt employee goes through extensive customer service training.”
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Wednesday, 15 May 2013 08:59 |
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 Gander Mountain, an outdoors products and accessories retailer, is making an omnichannel transformation. To enable this transition, the retailer has selected Enterprise Order Management and Store Inventory Fulfillment solutions from Manhattan Associates. The solutions were designed to help retailers provide seamless cross-channel experiences and permit shoppers from any channel to self-manage product delivery.
"In a highly competitive environment where the cross-channel sale is becoming more and more important for the industry, order management and the associated in-store execution capabilities are the most critical piece of the retail infrastructure to get right," said Derek Siddons, VP of Omnichannel Transformation at Gander Mountain.
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Written by Alicia Fiorletta
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Tuesday, 14 May 2013 10:27 |
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Following is Part 3 of the Retail TouchPoints series focused on Personalization Strategies That Work. In this final section, industry analysts and experts share how retailers can build successful, long-term personalization strategies. Click here to access a PDF version of the full report.
 Due to the sheer variety and volume of resources available across digital and physical channels, consumers today have real-time access to a plethora of product choices and delivery options. As a result, many shoppers are abandoning brand loyalty, and are turning to merchants that offer the most relevant and personalized experiences, according to research from Harris Interactive.
The online survey of 2,191 U.S. adults, conducted by Harris Interactive, indicated that 56% of consumers would likely switch brands if a company offered more options and channels to connect with them. Furthermore, 25% said they do not feel loyalty toward any brand.
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Written by Alicia Fiorletta
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Monday, 06 May 2013 16:33 |
Following is Part 2 of the Retail TouchPoints series focused on Personalization Strategies That Work. This article spotlights retailers that are personalizing digital and physical brand experiences to increase purchase and drive loyalty. Part 3 will appear in the May 14 newsletter. Read Part 1 here.
 As shoppers continue to leverage digital tools and channels to research, browse and buy products, they also are beginning to demand more relevant products and offers. With these heightened expectations, personalization is becoming an integral component of retailers’ cross-channel marketing strategies. Best-in-class organizations are taking the following measures to create more relevant and personalized customer experiences, according to recent research from The Aberdeen Group report, titled: Big Data for Marketing: Targeting Success,:
- Improving targeted offers to ensure the right person, right channel, right time and right message (52%);
- Gaining insight about the effectiveness of specific marketing campaigns and channels (39%);
- Identifying cross-sell/up-sell opportunities to existing customers (30%); and
- Optimizing marketing activities at each touch point along the customer lifecycle (22%).
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Written by Jonathan Lee
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Monday, 06 May 2013 07:26 |
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Subscription commerce models are emerging as a way for retailers and consumer products suppliers to ensure consistent purchases and brand loyalty from consumers. In fact, companies such as Freshpair, Jockey, Swanson Vitamins and Teavana, are implementing SaaS-based solutions from OrderGroove to offer subscription-based delivery services. By providing pre-scheduled product shipments to consumers, retailers can increase customer satisfaction, as well as overall purchase rates.
The subscription model works for both pure play e-Commerce retailers and multichannel merchants. Recently, OneCupConnection.com, a single-serve coffee provider, partnered with OrderGroove to launch Continuous Cup, a subscription service designed to deliver coffee to shoppers’ homesI. Internal research has shown that Continuous Cup members purchase products more than twice as often as non-subscribers, according to Larry Pearl, spokesperson for OneCupConnection.com.
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