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71pc of retailers have insufficient omnichannel processes: BRP I Luxury Daily

71pc of retailers have insufficient omnichannel processes: BRP I Luxury Daily | CRM | Scoop.it

While the digital evolution has been in place for many years now, luxury retailers have continued to miss the mark in recreating the exceptional customer service seen in stores within online channels, according to a new study from L2.

As technology capability has grown exponentially within the last few years, it is becoming easy for brands to implement convenient customer service features for customers online, but only 25 percent of luxury retailers are incorporating these features such as live chat. Personalization is a huge factor for luxury retailers, as affluent consumers want to feel a part of an exclusive experience, however only 23 percent of these retailers are incorporating digital personalization tools such as product finders and size calculators.

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How KLM uses artificial intelligence in customer service I Digiday

How KLM uses artificial intelligence in customer service I Digiday | CRM | Scoop.it

For better or worse, airlines have treated social media as a critical customer service tool, catering to cranky travelers who tweet their gripes. That willingness has led to a deluge of issues for customer service to address — and created the need to automate it.

Take Dutch airline KLM. In a typical week, KLM has to respond to 15,000 social conversations in a dozen different languages. There is no programmatic solution here: KLM has a 235-person social media team. But KLM is exploring ways to combine artificial intelligence and humans in providing customer service that’s somewhat automated but still has a personal touch.

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Helpshift Raises $23M Led By Microsoft, Salesforce For A Chat Tool That Helps With CRM In Apps I TechCrunch

Helpshift Raises $23M Led By Microsoft, Salesforce For A Chat Tool That Helps With CRM In Apps I TechCrunch | CRM | Scoop.it

As more of our day-to-day services make the shift to digital platforms, a startup that has built a customer care tool to help us through some of the pain points in mobile apps has closed a Series B round of funding. Helpshift, which provides an SDK to software companies to build a chat bridge between users of their mobile apps and their customer service teams, has raised $23 million.

Helpshift will use the funding to continue building out its mobile app chat business — which is now in use across some 1.3 billion unique devices, by virtue of deals with popular apps like games from Supercell. But while messaging is indeed the killer app for Helpshift (as it is for so many others, who are also looking to disrupt older mediums like email), the startup is also expanding into new areas.

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Cartier, Burberry Lead In Forgotten But Important Email Marketing I Luxury Daily 

Cartier, Burberry Lead In Forgotten But Important Email Marketing I Luxury Daily  | CRM | Scoop.it

British fashion label Burberry and French jeweler Cartier are the top email marketers, according to a new report from ContactLab and Exane BNP Paribas.

“The Dawn of Luxury CRM: Email do’s and don’ts” examines brand’s practices for engaging their clientele through email and searches for better solution. Email is an extremely common marketing practice that is not being expanded via technology, but the result is that many brands are lagging behind on best practices.

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How Sephora Pairs Individual, Loyalty Data To Optimize Segmentation I Luxury Daily

How Sephora Pairs Individual, Loyalty Data To Optimize Segmentation I Luxury Daily | CRM | Scoop.it

A Sephora executive at eTail West 2016 discussed the beauty brand’s focus on collecting individual customer data in addition to data gleaned from its loyalty program as it ramps up to drive sales among frequent and first-time customers.
 

During the Feb. 23 kick-off session, “Retail’s Future Vision: Using Data To Innovate The Customer Experience (It’s All About Mobile, Social And In-Store),” the executive revealed Sephora’s use of data collected from its several loyalty levels, and also highlighted the beauty giant’s dedication to connected innovation. All of its digital offerings, including the new Virtual Artist mobile application, contain a heavy commerce angle, enabling long-time fans and first-time customers to buy featured products with just a few taps.

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Burberry Gets Personal | L2

Burberry Gets Personal | L2 | CRM | Scoop.it

Burberry is one of the few brands recreating the personal shopping experience online, with a boutique-like dashboard where shoppers can manage favorited items and browse recommendations. By collecting data around customer interests, Burberry aims to create a “bespoke relationship” on the digital front.
 

“The more information that our customers choose to share with us, the more we are able to provide them with a service that is both unique and designed to improve their overall experience of us as a brand,” Burberry Chief Creative and Chief Executive Officer Christopher Bailey told L2.

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How Brands Are Tapping Facebook Messenger To Bolster Customer Service I Luxury Daily

How Brands Are Tapping Facebook Messenger To Bolster Customer Service I Luxury Daily | CRM | Scoop.it

A growing number of brands are teaming up with Facebook Messenger after realizing its potential as a communication channel for offering customer service and building personal relationships with mobile users.
 

The Businesses on Messenger platform enables marketers to bring service conversations to social media, a facet of mobile with which many consumers are familiar. Brands including Hyatt have joined forces with customer service solution Conversocial to roll out these initiatives on Messenger, which may include real-time chat and transaction receipts.

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Customer Service Shifts To Brand Sites | L2

Customer Service Shifts To Brand Sites | L2 | CRM | Scoop.it

Online shoppers increasingly seek assistance through the Internet rather than dialing customer service. In top e-commerce countries, most consumers use the phone only as a last resort. Retailers are responding to the trend. More global brand sites provide forms for web and email feedback than local customer service numbers, according to L2’s Intelligence Report: Localization.
 

While 91% of sites examined in the study offer web and email forms, only 86% provide customer service hotlines – numbers that could continue to shift along with consumer preferences. However, the study also shows that live chat has been slower to catch on, even in countries with high digital penetration.

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Do’s & Don’ts: Personalized Email Marketing | L2

Do’s & Don’ts: Personalized Email Marketing | L2 | CRM | Scoop.it

Increasing personalization and relevance is the top priority for a third of brands
 as they invest to improve customer experience, yet an estimated 38 percent of brands do not personalize marketing communications. Without a doubt, email segmentation yields results: Campaigns segmented by interest groups have an average open rate 13 percent higher than non-segmented campaigns. Beyond segmenting, brands must also tailor email content based on advanced customer insights. “Email personalization should involve more than including the customer’s name or referencing a recent purchase,” advises Peter Kang, Rosetta managing partner and executive creative director. “True personalization requires distilling everything you know about that individual — from transaction history to channel preference to their level of impulsivity — to create a targeted message that speaks to their specific needs and desires.”

 

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Do’s And Don’ts: Personalized Product Recommendations | L2

Do’s And Don’ts: Personalized Product Recommendations | L2 | CRM | Scoop.it

Online shoppers increasingly expect curated experiences and great service that replicates what they can find at the best brick-and-mortar stores. Meanwhile brands are striving to drive conversion by serving up products that anticipate consumers’ needs and wants.
 

Online personalization is a challenging mandate that is nonetheless becoming essential to top-line growth as traffic becomes a more expensive lever. These five do’s and don’ts for brands seeking to serve up intelligent product recommendations emerged from recent research on personalization conducted by L2 in partnership with Monetate.

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Sephora Gives Loyalists A Love Note | L2

Sephora Gives Loyalists A Love Note | L2 | CRM | Scoop.it

Prestige beauty products are almost never discounted, which makes for the success of Sephora’s loyalty program. The brand hosted a sale in April called “A Love Note” event with different discounts and shopping periods for its three tiers. Beauty Insider members received a 10% discount over four days while the higher tier members of VIB received a 15% discount over six days. Members of the highest tier VIB Rouge received a 15% discount over ten days, in addition to privately shop Sephora before opening hours.
 

Sephora was able to target promotion of the sale. Working with Facebook to match emails in its database with users, it was able to promote the correct discount and time-period to each individual member.

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Retailers Worldwide Place Bet On Customization: L2 | Luxury Daily

Retailers Worldwide Place Bet On Customization: L2 | Luxury Daily | CRM | Scoop.it

The barriers to high-level personalization are daunting, but retailers know that the land of relevance is where ROI salvation lies, according to a new report by L2 and Monetate.
 

Excellent customization entails translating the knowledge and adaptability of a personal shopper to the digital sphere, approximating “organic discretion” in a way that increases conversion. Econsultancy notes that 4 percent of retailers believe their Web sites are “very personalized” and L2 lists a few reasons for this discrepancy between aspiration and actuality: a lack of “management buy-in, technical upskilling and de-siloing of data across channels.”

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Best In Loyalty: Think Globally, Act Locally | L2

Best In Loyalty: Think Globally, Act Locally | L2 | CRM | Scoop.it

L2 released this week an Insight Report on CRM and Loyalty. One of the report findings was that brands need to tailor strategies and tactics to local markets. For example, consumers in Europe are skeptical of email marketing while the medium has increasing open rates in the U.S., making a case for a decentralized approach to email. Not only do consumers in China prefer mobile messaging platforms such as WeChat, emails from brands are not always delivered.

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Luxury industry is severely missing personalization in online experience I Luxury Daily

Luxury industry is severely missing personalization in online experience I Luxury Daily | CRM | Scoop.it

While the digital evolution has been in place for many years now, luxury retailers have continued to miss the mark in recreating the exceptional customer service seen in stores within online channels, according to a new study from L2.

As technology capability has grown exponentially within the last few years, it is becoming easy for brands to implement convenient customer service features for customers online, but only 25 percent of luxury retailers are incorporating these features such as live chat. Personalization is a huge factor for luxury retailers, as affluent consumers want to feel a part of an exclusive experience, however only 23 percent of these retailers are incorporating digital personalization tools such as product finders and size calculators.

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Fragmented Luxury Jewelry Market Calls For Elevated Digital Service I Luxury Daily 

Fragmented Luxury Jewelry Market Calls For Elevated Digital Service I Luxury Daily  | CRM | Scoop.it

The global jewelry and watch market is expected to grow steadily over the next few years, with total revenues projected to reach $410 billion by 2019, according to a new report from Fashionbi.

A growing ultra-high-net-worth population in emerging markets such as Mexico, Brazil, Turkey and India along with strong performance in Asia-Pacific and the United States are expected to driving forces in the jewelry sector’s predicted rise. While the sector as a whole is anticipating growth going forward, key players have seen mixed results in the past year, with Tiffany & Co.’s sales plunging and Richemont’s results up, pointing to the risks of deflated currencies and other macroeconomic hurdles.

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Bots, Messenger And The Future Of Customer Service I TechCrunch

Bots, Messenger And The Future Of Customer Service I TechCrunch | CRM | Scoop.it

In the 1970s, CFOs sat with CEOs and devised ways for upset consumers to not be able to get compensation easily. They put up automated phone systems and arcane and inflexible policies and rejoiced at how little the company had to “give up” to complaining customers.

And this system worked… until social media gave every average “Joe” the same power as society’s most prominent citizens to get a company’s attention when they weren’t happy. Watching F8 last month, one couldn’t help but wonder if the future is truly as simple as opening a chat and texting what you need. Order flowers ✔ Get news ✔ Check the weather ✔ Handle customer service issues?

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Customization Is The Next Front For Luxury Retailers I Digiday

Customization Is The Next Front For Luxury Retailers I Digiday | CRM | Scoop.it

While working in the financial services industry in 2012, Nikunj Marvania realized he had a serious issue — he couldn’t find the right shoes to wear to work.

All the quality dress shoes were too expensive, too stuffy or took too long to alter. During the course of his quest to find the perfect pair of loafers, the thought dawned on him to design his own, and thus men’s shoe wear company Awl & Sundry was born.

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Effective Loyalty Programs Hinge On Engaging Consumers Beyond Sign-Up I Luxury Daily

Effective Loyalty Programs Hinge On Engaging Consumers Beyond Sign-Up I Luxury Daily | CRM | Scoop.it

While 47 percent of executives and entrepreneurs identify finding new customers as a key concern, a new report from Unity Marketing argues that the more strategic approach is to invest in client retention.
 

It costs between four and 10 times more to acquire a new client than it takes to retain an existing customer, making loyalty programs highly cost-effective. However, it is not enough just to have a loyalty program in place, and brands need to consistently deliver to keep their clients coming back.

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Hyatt Takes Customer Service To Facebook Messenger I Digiday

Hyatt Takes Customer Service To Facebook Messenger I Digiday | CRM | Scoop.it

Tweeting customer service queries is so passé. Now, customers can just shoot over their questions via Facebook Messenger and expect a brand to reply within minutes.
 

Hyatt is one of the first brands to start using Facebook Messenger to help guests with their customer service needs. You don’t even have to go to its Facebook page to message the brand; just search for it on Facebook Messenger, and Hyatt will pop up.

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Effective Email Customization Rests On Fine Line Of Right Time, Message I Luxury Daily

Effective Email Customization Rests On Fine Line Of Right Time, Message I Luxury Daily | CRM | Scoop.it

Building an effective email strategy comes down to delivering the right product at the right time to the right person, according to an executive from Ghurka at Luxury Interactive 2015 on Oct. 15.
 

Delivering on this personalization requires that brands actively work to understand both themselves and their consumers. When done right, email segmentation and customization can help boost the efficacy of a brand’s direct messaging.

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Why Concierge Apps Are Way Of The Future In Hospitality | Luxury Daily

Why Concierge Apps Are Way Of The Future In Hospitality | Luxury Daily | CRM | Scoop.it

Hotel concierge applications are becoming a must-have for major hospitality brands seeking to tap into guests’ smartphones to anticipate their needs before arrival on premises.
 

Hospitality marketers’ recent embracing of mobile technology has prompted many hotel brands to employ their own or third-party concierge solutions to drive room service ordering and easy communication with staff in a bid to personalize guest stays even more. Experts also suggest that teaming up with a third-party vendor is a smarter solution than marketers attempting to create their own branded experience, although SMS can still play a critical role.

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2015 Digital Strategies: Personalization And Data Collection | L2

2015 Digital Strategies: Personalization And Data Collection | L2 | CRM | Scoop.it

How can brands create more personalized experiences for customers when many consumers are reluctant to share personal information or spend time filling out data fields? L2’s retail sector lead, Lauren Kaufman Witten, spotlights how brands are achieving personalization without asking customers to complete standard forms.

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Forrester Analyst: Customer Loyalty Is Dead But Still Vital For Retailers | Mobile Commerce Daily

Forrester Analyst: Customer Loyalty Is Dead But Still Vital For Retailers | Mobile Commerce Daily | CRM | Scoop.it

A Forrester Research analyst at the 2015 Integrated Marketing Week made a bold statement by claiming that customer loyalty is dead – in part because of mobile’s growth – which poses a significant problem for retailers because it is still crucial to brand success.
 

The channels in which retailers reach consumers have changed at a rapid pace and continus to do so, with all this upheaval landing the consumer in the driver seat of marketing and retail while causing the downfall of the loyalty program. Consumers have the ability to get what they want, when they want it and how they want it due to mobile, meaning retailers must work even harder to give shoppers an incentive to purchase with them.

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Account Sign-Up: How Much is Too Much? | L2

Account Sign-Up: How Much is Too Much? |  L2 | CRM | Scoop.it

One of the challenges of personalization is walking the line of asking the consumer too little or too much. While brands have an incentive to obtain as much information as possible from consumers at sign-up time to personalize future communications, too many fields of entry could backfire. The average brands asks for responses to 4.9 fields when a consumers signs up for an account, with email address, zip code, phone number, birthday, gender the most common types of information asked for.

 How can brands go beyond the basic information without risking abandonment? A few brands have implemented optional fields in addition to required ones. Some have incentivized responses to additional fields by promising and revealing a discount code at the end of a list of questions.


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The Octillions Of L’Oréal Personas | L2

The Octillions Of L’Oréal Personas | L2 | CRM | Scoop.it

The Beauty industry is ahead of all industries in personalization, mainly because non-customized products are set to fail when standardized for the infinite number of skin and hair tones and types. Yet Beauty brands’ success at data capture highlights another challenge of personalization – too many pieces of data. Beauty brands have the highest number of available responses for each field. The average beauty brand provides options for nine skin concerns, eight skin tones, and eight hair colors. L’Oréal Paris has five consultative tools that can extract 148 data points for every consumer. The results can be overwhelming: L’Oréal has more than twenty octillion possible personas based on available responses to its questions. The challenge for Beauty brands is no longer data collection, but rather how to use this information obtained from consumers effectively.

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