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5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink

5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink | New Customer & Employee Management | Scoop.it
Not receiving complaints about customer service doesn’t always mean that you’re getting customer service right with your customers.

Research shows that very few of your customers will actually voice their complaints to customer service. This means that even when things seem to be going right, they could be going wrong, very wrong. As a customer service focused organization, you’re better off receiving more complaints as this gives you the opportunity to make things right with your customers instead of just letting them suffer in silence.

The Salesforce team recently published an infographic on 5 common myths that organizations struggle with when it comes to their customer service delivery. Avoiding these typical myths is key for those wanting to align their teams in order to improve the overall customer experiences that customers get from your organization.

Russ Merz, Ph.D.'s insight:

A very good summary in #infographic form of 5 misconceptions ("myths") about #customerservice and its #value to the #brand.

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Roger Ellman's curator insight, September 9, 2013 7:53 AM

All adds to the picture of looking at The Experience and thus, ServingExperience. This is the aim above all others for success, progress and imporvement. It includes WOW, customer delight, loyalty, brand building and so much more. It yes really, even improves the world one customer at a time.

New Customer & Employee Management
How social and digital technologies are changing the delivery of customer service and the management of employees.
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Definitive Guide to Employee Advocate Marketing

Definitive Guide to Employee Advocate Marketing | New Customer & Employee Management | Scoop.it

7 Steps to Employee Advocate Success.

 

Employee-shared content increases reach 10x and engagement 8x. That’s why leading brands use employee advocates to increase awareness, social engagement and new customers.

Research from Gallup shows, 50% of employees are already sharing on social media about their work (good), but a third of them are doing so without any training from their employer (bad).

So how can you drive results from employee advocates while mitigating risk? Download this detailed guide for everything you need to know for a successful employee advocate marketing program.

Download the free guide and checklist to learn:The critical steps to launch an employee advocate marketing programHow to engage employees in just 2 minutes/dayThe recommended timeline and steps to ensure the program drives your goals
Russ Merz, Ph.D.'s insight:

Need a plan for building an employee advocacy program? Get this white paper for a 7 step process you can follow.

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5 Trends Shaping the Digital Travel Customer Experience (Infographic)

5 Trends Shaping the Digital Travel Customer Experience (Infographic) | New Customer & Employee Management | Scoop.it
Mobile, online reviews and social media all empower consumers to make informed purchasing decisions and share their experiences.
Russ Merz, Ph.D.'s insight:

Do you know how digital tech is affecting the global travel market? Here are 5 key trends to watch.

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Linking data ‘biggest challenge for global marketers’ (infographic) | Netimperative - latest digital marketing news

Linking data ‘biggest challenge for global marketers’ (infographic) | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
-*+Digital marketers are facing an on-going battle getting to grips with making sense of huge amounts of data, with linkage, technology and organisational structure as the three key challenges in digital marketing, according to new research. The biggest hurdles and key priorities for marketers this year are dependent on having accurate, enriched data, linked together ...
Russ Merz, Ph.D.'s insight:

The top three barriers to cross-channel marketing success are data linkage, technology and organizational structure according to this recent study.  What is keeping your brand from realizing a single customer view?

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Michael Ravensbergen's curator insight, May 31, 1:12 PM

Platform generated attribution will transform campaign strategy!!

 

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Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology

Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology | New Customer & Employee Management | Scoop.it

Failed Customer Experiences Are Destroying Your Marketing by Douglas Karr on Marketing Technology

 

SDL performed a survey to explore where the single or most prominent points of customer experience (CX) failure and success happen with customers and the impacts to the business.

 

Perhaps the scariest result of this survey is that SDL found that many users that suffered from a bad customer experience actively tried to disparage the company every chance they could by word-of-mouth and that includes social media and other online publishing channels.

 

Yikes… in a connected world, customer experience failures are impacting your marketing efforts. Bad news travels fast and these incidents could overshadow any good strategies you’re deploying online.

Russ Merz, Ph.D.'s insight:

Do you know how #customerexperience failures hurts your brand? Here are some stats about the effects of failure and and some tips for managing them.

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Maurice Couture's curator insight, May 19, 10:28 AM

Voici une autre infographie démontrant l'importance d'un bon service à la clientèle dans l'appréciation de l'expérience-client (CX). S'excuser et admettre sa faute demeurent deux points importants. À retenir: les principales causes de mauvaises expériences sont liés aux processus de gestion et au service à la clientèle: temps de réponse trop long, employé manquant de formation, employé ne disposant pas du pouvoir requis pour régler le problème, diffusion d'information contradictoire. 

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The Top 5 Things that Kill Customer Loyalty | Marketing Technology

The Top 5 Things that Kill Customer Loyalty | Marketing Technology | New Customer & Employee Management | Scoop.it
The Top 5 Things that Kill Customer Loyalty by Douglas Karr on Marketing Technology
Russ Merz, Ph.D.'s insight:

Do you know the top five conditions that can cause a decrease in your brand's customer loyalty? You might want to check how your customer service is performing in these areas.

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Who should own the customer journey?

Who should own the customer journey? | New Customer & Employee Management | Scoop.it

All marketers know that managing and optimising the customer journey is important, but who is in charge of it at your organisation?

Does anyone own the customer journey? And if not, who should take responsibility?

Success is very much dependent on getting this right by defining clear governance, roles and responsibilities, and ensuring there is a high degree of collaboration internally.

This is one of the themes investigated in our new report, Understanding the Customer Journey: More Than Just Online, published in association with ResponseTap.

The research shows that companies are five times more likely to identify marketers as being in the driving seat than any other teams, such as customer insight, sales or customer support.

Russ Merz, Ph.D.'s insight:

What are the barriers to effective management of the #customerjourney in your company? Here are some major ones and advice about how to deal with them.

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Generating Leads on Social Media by Listening | SEJ

Generating Leads on Social Media by Listening | SEJ | New Customer & Employee Management | Scoop.it

If you want to grow your business, you’ve got to be willing to lend an ear to your social media audience.

 

One of the most effective ways of doing this is through social listening: paying attention to the conversations people are having on social media about your brand, competitors, industry terms, and pain points.

Whether they’re talking to you or about you, monitoring your prospects’ conversations on social media has endless advantages. It can help you manage your online reputation, build a community, and complement your customer support efforts.

 

But what many people don’t realize is when implemented effectively, social listening can help you generate leads – and more revenue.

 

Russ Merz, Ph.D.'s insight:

Are you using #sociallistening to generate leads for your business? Here are some tips and tools that you can use.

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The Right HR Datafication Solution | SmartData Collective

The Right HR Datafication Solution | SmartData Collective | New Customer & Employee Management | Scoop.it
With the “datafication of HR” as one of the industry’s hottest topics, business leaders are increasingly expecting that HR leverage the massive amounts of workforce data generated by their multiple systems. Through the analysis of this data, HR can maximize business outcomes by enabling better decisions about talent.
Russ Merz, Ph.D.'s insight:

Do you know the 5 critical questions you should ask an employee metrics vendor? Here are some good candidates.

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How Marketers Feel About Workplace Changes [Infographic]

How Marketers Feel About Workplace Changes [Infographic] | New Customer & Employee Management | Scoop.it

Some 55% of creative advertising and marketing professionals say changes in their organizations are not considered carefully and are not well planned, according to a recent report from The Creative Group.

Moreover, 53% say their employers do not do a good job of involving employees in implementing changes, and 49% say they do not receive adequate training/information to keep up with industry developments.

The survey of 750 US creative professionals at advertising agencies and brands found the introduction of new internal processes/procedures is the change that workers have the hardest time adapting to (51% rated it as challenging/very challenging).

That was followed by staff changes (48%) and new business directions (37%).

For more insights from the report, check out the infographic:

Russ Merz, Ph.D.'s insight:

Recent workplace research documents how marketers and advertising personnel react to organizational changes.

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Ideal Employee Retention Strategy Still Elusive In Companies

Ideal Employee Retention Strategy Still Elusive In Companies | New Customer & Employee Management | Scoop.it

An ideal employee retention strategy is still elusive in companies as the percentage of employees who stay when the lock-in agreements expire were below expectations, according to a study conducted by Towers Watson, a global professional services company.

Concerns about changing organizational culture affects employee retention

Based on the Towers Watson Global M&A Retention Study, 68% of the respondents stated that they retained more than 80% of employees who signed a retention agreement during the entire period.

Russ Merz, Ph.D.'s insight:

Here are six ways leading companies build employee retention according to HR consultancy Towers Watson.

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How To Send Your Best Employees To Your Competitors

How To Send Your Best Employees To Your Competitors | New Customer & Employee Management | Scoop.it

The mantra right now in HR circles is Employee Engagement. It’s engagement this, engagement that all day long. Everybody struggles with the topic of engagement. We send out surveys to measure it. We don’t even know what we’re measuring.

We ask questions like “How likely are you to look for a new job this year?” We ask that question like we think that people know the answer to any reliable degree, in the absence of an actual invitation to apply for an actual job.

We delude ourselves that we can measure a person’s likelihood of leaving us in the abstract, when they don’t have a job offer on the table.

Russ Merz, Ph.D.'s insight:

Some great observations about why organizations need to listen to employees so they can overcome barriers to the creation of a better workplace. 

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Russ Merz, Ph.D.'s curator insight, January 20, 12:27 PM

Some great observations about why organizations need to listen to employees so they can overcome barriers to the creation of a better workplace. 

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Top 3 Tech Trends Marketers Should Watch in 2015 – Think with Google

Top 3 Tech Trends Marketers Should Watch in 2015 – Think with Google | New Customer & Employee Management | Scoop.it
What trends will shape the industry in 2015? What technologies will people embrace? We looked at Google search data and dug through industry research to see what's trending, from connected "life platforms" to the "Internet of Me."
Russ Merz, Ph.D.'s insight:

Google's take on the top #tech #trends for 2015. Useful #stats about the connectedness of digital life, the speed of change and movement to mobility.

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Engaging the Digital Consumer in the New Connected World - Infographic - Accenture

Engaging the Digital Consumer in the New Connected World - Infographic - Accenture | New Customer & Employee Management | Scoop.it
The 2015 Accenture Digital Consumer Survey for communications, media and technology companies reveals some important findings about an industry in transition, highlighting the importance of usability, brand trust, digital security in the new connected world.
Russ Merz, Ph.D.'s insight:

The results of a recent survey by Accenture highlight the pain points between device manufacturers and the delivery of #customerexperience. The development of #wearable technology seems to be particularly affected. For example 83% of consumers report difficulties with smart devices. Clearly some teething problems merging the #internetofthings (#IOT) with customer expectations.

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The anatomy of a perfect checkout page (infographic) | Netimperative - latest digital marketing news

The anatomy of a perfect checkout page (infographic) | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
A well-executed checkout page process can significantly boost sale conversions – turning shoppers into buyers and stopping them from abandoning their shopping baskets. This new infographic from Ad technology firm VWO looks at how to continually improve your checkout structure and user experience. Source: https://vwo.com/blog/anatomy-perfect-checkout-page/
Russ Merz, Ph.D.'s insight:

Are you happy with the checkout process on your e-commerce website? Here is how to evaluate it. 

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Why make it personal? Personalisation vs contextualisation

Why make it personal? Personalisation vs contextualisation | New Customer & Employee Management | Scoop.it

This article explores the difference between personalisation and contextualisation and assesses the risks and benefits.

 

Which one is right for your business? 

 

It’s become increasingly common for brands to personalise or contextualise the digital customer experience.

 

By optimising the online messaging for a specific audience or context, businesses avoid broadcasting the same message to ‘one and all’, making the experience more targeted and increasing sales.

 

But which to choose? Being able to personalise or contextualise depends on the availability and use of data: data about the user or data about the context.

 

Choosing an approach also depends on how the experience will feel to the customer.

 

For instance, with marketers conscious of treading the line between ‘cool’ and ‘creepy’, contextualisation can appear to offer a safe means of tailoring digital experiences without making it personal.

 

This post takes a look at both approaches, so you can choose the right one for your strategy.

 
Russ Merz, Ph.D.'s insight:

Do you know when it might be more appropriate to use contextualization versus personalization? This thoughtful article presents some good reasons for deciding between relevance and intrusiveness.

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Five reasons your customer experience initiative is going to fail

Five reasons your customer experience initiative is going to fail | New Customer & Employee Management | Scoop.it

In research over the last two years, we’ve seen a consistent over-estimation of how good things are and the results to come. 

Some of the most compelling evidence comes from our recent study in partnership with IBM, The Consumer Conversation, a look at consumer-facing organizations, most with over $1B in revenue. The report points out some of the ways in which views of brands and their customers don’t match up.

At Econsultancy we strongly believe in customer experience (CX) and its potential to be the key difference for brands reforming themselves in the digital age. That’s not a stretch, since CX is the sum total of all interactions between a person and a company.

It’s a bit like saying that moving forward, we predict that water will be a key differentiator for fish.

As is often the case, the issues start with having a variety of definitions. At many organizations, CX is thought of as nearly synonymous with 'usability.'

Companies think that when they’re done optimizing their shopping carts and speeding up their site, they’re done. These things are important, but they’re just a small subset of what we need to include when we grapple with customer experience.

Russ Merz, Ph.D.'s insight:

Do you know the warning signs that your #customerexperience initiative may fail? Here are 5 important indicators.

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Customer Facing Devices and How You Can Market with Them | Marketing Technology

Customer Facing Devices and How You Can Market with Them | Marketing Technology | New Customer & Employee Management | Scoop.it

Customer Facing Devices and How You Can Market with Them by Douglas Karr on Marketing Technology

 

In modern day marketing, the CMO’s job is getting more and more challenging. Technologies are changing consumer behavior. For companies, it has become difficult to provide consistent brand experiences across retail locations and their digital properties. Customers’ experience between a brand’s online and physical presence varies widely. The future of retail lies in bridging this digital and physical divide. Customer Facing Devices create relevant and contextual Digital Interactions to elevate customer experience at physical locations.

 

A Customer Facing Device is a device that a customer will interact with or experience directly. Examples of Customer Facing Devices include Digital Kiosks, Mobile Point of Sale (mPOS), Ruggedized Devices, Digital Signage or Headless Devices. All of these devices are designed to engage and inform customers inside physical locations.

Russ Merz, Ph.D.'s insight:

Do you know the three ways customer facing #devices can be used in #digitalmarketing? This detailed article by Doug Karr classifies customer facing devices, gives a description of their digital marketing uses, and outlines important management considerations. Keep for reference!

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SageRave of Get Custom Content's curator insight, May 9, 5:38 PM

Great tips for the ever changing, digital age.

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Digital Talent Optimization: The Development Of The Hybrid Marketer

Digital Talent Optimization: The Development Of The Hybrid Marketer | New Customer & Employee Management | Scoop.it

For years, digital marketing disciplines have been converging — that’s not news. But what is notable is the evolution of distinct multi-channel skill sets that marketers have developed. These skills sets are composed of knowledge in groups of channels that commonly interact with one another.

 

This evolution has led to the development of marketers with highly desirable skills sets and knowledge, and has also caused gaps in talent acquisition as well as skill sets that haven’t quite developed (most notably, analytics skills) but are still much needed. So how do you close the talent gap?

Russ Merz, Ph.D.'s insight:

Is your business suffering from a #digitalmarketing talent gap? Here are some solutions for closing the gap.

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Improve Conversion Rates by Changing Your Shipping Options [Infographic]

Improve Conversion Rates by Changing Your Shipping Options [Infographic] | New Customer & Employee Management | Scoop.it

For ecommerce companies, shipping options have a big impact on conversion rates. In fact, 93% of online shoppers say that free shipping would encourage them to make more purchases online. And beyond conversion rates, shipping options can also be a lever to increase average purchase value and increase the lifetime value of your customers.

 

Dig into the infographic below from Convert.com to learn more about how changing your shipping options can improve your conversion rates.

Russ Merz, Ph.D.'s insight:

Do you know how shipping options affect conversion rates? Here are some useful stats that answer that question.

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What You Can Learn About Customer Experience From Sharing Economy Companies

What You Can Learn About Customer Experience From Sharing Economy Companies | New Customer & Employee Management | Scoop.it

A couple weeks ago, San Francisco-based taxi company DeSotoannounced a rebranding effort to try to reclaim market share lost to ride-sharing service Uber.  The company adopted the name of a mobile app, Flywheel, and repainted its vehicles in the hopes of helping passengers realize they can use a mobile app to summon a taxi.

 

A fresh coat of paint and a new name is unlikely to make a dent in Uber’s share.  DeSoto fails to understand that Uber’s appeal is more than using a mobile app.  Just like other sharing economy brands, Uber has attracted legion of customers not because it is technologically innovative.  The sharing economy excels at customer experience — and that is what inspires customer love and loyalty.

  
Russ Merz, Ph.D.'s insight:

Is your total knowledge about the sharing economy based on Airbnb and Uber? It goes much deeper than that. Denise Lee Young describes 5 #CustomerExperience  principles you can learn from sharing economy companies [#collaborativeeconomy].

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Social Media Customer Service 101 [INFOGRAPHIC]

Social Media Customer Service 101 [INFOGRAPHIC] | New Customer & Employee Management | Scoop.it

Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?

 

When you learn that 72 percent of Twitter users expect a response, and 42 percent expect a response within the hour, that presents something of a disconnect.

 

Indeed, only 36 percent of customers report having their problems effectively solved via social media, with less than one in three firms utilising a dedicated customer service team to manage these channels.

Check the visual below for a wealth of insights into using social media for customer service, which comes courtesy of West Interactive.


Via Bonnie Burns
Russ Merz, Ph.D.'s insight:

How is your responsiveness to customers on social media impacting your business? Here are some #digital #customer service failures and fixes that might help. 

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James Schreier's curator insight, February 23, 7:59 AM

Very Interesting!

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The Essential Guide to Creating an SEO-Friendly Customer Journey

The Essential Guide to Creating an SEO-Friendly Customer Journey | New Customer & Employee Management | Scoop.it

Learn how to integrate a successful SEO strategy into your customer's buying journey.

 

Think about the last time you made a major purchase online. Was it a plane ticket? An espresso machine? A pair of sneakers?

 

Now, think about where in your buying process the company you bought from made themselves digitally present. If you bought a pair of sneakers, perhaps you found them by searching "best sneakers for marathons" or "sale on running shoes." If Google was the first place you went to find the product or service you wanted, then you're a very typical buyer in today's internet-driven world.

 

When a customer takes a certain route on his or her path to conversion then, logically, the company he or she is buying from needs to be digitally present along that path. If not, then the customer’s journey will veer off to a competitor. Or, worse, the customer won't be able to find his or her way, and will end up frustrated and bereft of the product or service. 

 

In order to accommodate the customer’s journey, the business needs to guide the way by being proactively present from an online search standpoint in order to guide the way. That's where your search engine optimization (SEO) strategy comes in -- getting found online can become an integral part of your customers' journey.

 

The question is: How do we take a theoretical framework of a customer journey and integrate it into the tactical strategy of SEO implementation?


Russ Merz, Ph.D.'s insight:

A very detailed discussion of how to weave a customer journey map into your search strategy. Very useful for future reference. 

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New Research Finds U.S. Employees Are More Engaged When Employer Cares About Well-Being

New Research Finds U.S. Employees Are More Engaged When Employer Cares About Well-Being | New Customer & Employee Management | Scoop.it

BELLEVUE, WA--(Marketwired - January 21, 2015) - Employee engagement is higher when workforces are satisfied with the health and well-being benefits their employer provides, according to new research from Quantum Workplace, a leading workplace survey and employee feedback technology company and Limeade, a technology company that helps companies build high-performing workforces. The study also highlights a wide-ranging discrepancy between the benefits that employees want and the benefits they actually receive. 

"Understanding what motivates your people is the key to improving workforce excellence. This study exposes the need for employers to reevaluate and clearly communicate how and why they offer the benefits they do," said Henry Albrecht, Limeade CEO. "Many of the benefits employees are craving, like flexibility and stress management breaks, can make a tremendous impact with little investment."

The report, "Workplace Well-Being: Provide Meaningful Benefits to Energize Employee Health, Engagement, and Performance" analyzes nearly 2,000 survey responses from participants in Quantum Workplace's nationally-recognized Best Places to Work program. Past research has shown that the category of benefits presents an opportunity for employers.

 
Russ Merz, Ph.D.'s insight:

An insightful research report that reveals the importance of stress management in driving employee engagement. 

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10 Essential Pillars Of Employee Engagement (Infographic)

10 Essential Pillars Of Employee Engagement (Infographic) | New Customer & Employee Management | Scoop.it

For an employee to be engaged, there needs to be a few core things that are taken care of.

Employees need to feel like they’re respected, that they’re part of the team, and that their ideas matter. Once that’s taken care of, they’ll be more likely to go above and beyond for their company and provide amazing service, come up with innovative ideas, and help the company grow.

There are 10 essential things that companies need to keep in mind when trying to engage employees. Here they are:

 

Russ Merz, Ph.D.'s insight:

A nice summary of the key workplace factors that relate to employee engagement. It is important to keep in mind that not all are equally important to all employees. So measuring and weighting their relative importance for particular groups is necessary. 

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Revezdailleurs's curator insight, January 21, 9:31 AM

Une très jolie infographie et de belles idées

Daniel Tremblay's curator insight, January 25, 4:36 PM

J'aime bien les résumés produit par Infographic...  Simples et visuels...

yveline jacob's curator insight, January 27, 4:19 AM

en france c'est sans aucun doute similaire

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Finding the ROI in Retail In-Store Analytics | Street Fight

Finding the ROI in Retail In-Store Analytics | Street Fight | New Customer & Employee Management | Scoop.it

In-store passive data measurement has the power to connect the dots between the consumers, channels, and the various lines of business within a retail organization — and it significantly contributes to a successful and optimized omni-channel strategy.

 

Physical stores are key touch points where consumers can experience a retail brand, and they play a big part in driving long-term loyalty. That’s why recently a number of the largest, most successful, pure-play commerce retailers (including Zappos, Warby Parker and Birchbox) have opened brick-and-mortar locations. And figuring out what is actually happens at these physical stores — how consumers interact with the merchandise, and how they navigate a store — can help a company understand how to better design their products as well as their displays to maximize revenues.

 

Interior analytics is still an emerging discipline, and defining the hard ROI of specific solutions can be tough. But, without a doubt, gaining visibility into what is happening with shoppers across the in-store environment is valuable to overall success. How they interact with a store impacts their engagement with the brand — delivering soft ROI that significantly contributes to the ultimate goal of driving loyalty and conversion.

 

Here are a few ways that retailers can use interior analytics data to understand their customers and better facilitate the shopping experience:

Russ Merz, Ph.D.'s insight:

A concise article that lays out 6 ways to use in-store #analytics to drive #ROI by improving #customerexperience.

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