Making customer service personal and profitable in retail
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As the rise of machines continues the key is balance

As the rise of machines continues the key is balance | Making customer service personal and profitable in retail | Scoop.it
Is there a need to balance the use of technology and machine learning with human interaction in pursuit of perfection?
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Majority of retailers ‘to up in-store tech spending’

Nearly two thirds of retailers are planning to increase spending on in-store technologies this year, with more than half stating that this will be a sum of more than £1 million, a new report has revealed. According to the WBR Digital and Retail Connections’ report, the biggest drivers behind investing in in-store technology are retailer’s expectations that the implementation will result in enhanced in-store shopping experiences (61 per cent), the ability to close the gap between online and in-store customer experience (61 per cent) and helping to convert in-store sales (44 per cent).
Georgia Leybourne's insight:

This is good news for the consumer because let's face it ... 'we just want to have fun' ... and in-store tech can seriously embellish that shopping experience in-store.

 

AND it's great news for retail because they can create an improved customer experience positively impacting customer loyalty and more share of wallet.

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Fulfilment in focus: can UK retailers deliver on customer demands? - The Supply Chain Commerce Blog

Fulfilment in focus: can UK retailers deliver on customer demands? - The Supply Chain Commerce Blog | Making customer service personal and profitable in retail | Scoop.it
In the fight to secure customer spend, fulfilment has become a key battleground. Consumers expect a range of delivery options and quick service – often free of charge – and many retailers are running fulfilment at a tight margin, in order to keep up with the customer. However, for many retailers, the reality is that …
Georgia Leybourne's insight:

The great balancing act between what customers want and what retail can deliver alongside the associated cost & reward ... people, processes and technology crucial in making it all work.

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Join us at RBTE and learn how to keep up with the changing role of the store associate - The Supply Chain Commerce Blog

Join us at RBTE and learn how to keep up with the changing role of the store associate - The Supply Chain Commerce Blog | Making customer service personal and profitable in retail | Scoop.it
It is becoming increasingly apparent that in order to succeed in the world of modern retailing, retailers must invest in technologies to empower the store associate. And with recent Manhattan Associates’ research revealing that 54% of UK shoppers think store associates are either ‘very’ or ’somewhat important’ to a good shopping experience, it is clear …
Georgia Leybourne's insight:

Looking forward to talking shop at RBTE in a couple of weeks ... really focused on the power of the store associate and all they have to offer to the retail establishment if properly empowered

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Making sub-seasons a success - The Supply Chain Commerce Blog

ub-seasons are powerful, they can drive profits and encourage impulse buys. However, without an agile supply chain, retailers could be left with inventory that has to be heavily marked down to clear it and avoid it taking up prime selling space within a store or taking up space in a DC when the next merchandise is being promoted.
Georgia Leybourne's insight:

Good insight on the power of sub-seasons in driving sales ... but also the missed opportunity if you're not prepared to maximise the potential ... technology key to underpinning that agility.

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Returns: Could these five tips turn a cost centre into a revenue generator? - The Supply Chain Commerce Blog

Returns: Could these five tips turn a cost centre into a revenue generator? - The Supply Chain Commerce Blog | Making customer service personal and profitable in retail | Scoop.it
Make returned items available as widely as possible as soon as the product has been returned. Items returned in-store can instantly be made available for sale across your entire distribution network, regardless of the return location.
Georgia Leybourne's insight:

Many happy #returns, such a crucial part of the #retail sales and so often ignored or left to one side. Really important for both #cx and profitability to pay as much attention to returns as we do to the initial sale ... some great tips here.

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Manhattan Scale wins software prize - Inside Retail

Manhattan Scale wins software prize - Inside Retail | Making customer service personal and profitable in retail | Scoop.it
Supply chain solution recognised at Australian Business Awards.
Georgia Leybourne's insight:

Great to see our team making such an impact over in Australia ... fantastic accolade when you're recognised for great quality products.

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Your Store ... Your Stage

Your Store ... Your Stage | Making customer service personal and profitable in retail | Scoop.it
Nobody is denying how important the customer is. You can’t escape the epicentre of any business – the customer – the one with the power.But too many of us have long neglected human capital held captive in our organisations which represents the lynchpin to making that customer happy – your store associate.Your store is your stage, it is your window on the world, a place where your customers materialise in person and you have to find a way to connect your business to them every which way.This ‘con
Georgia Leybourne's insight:

The oft forgotten store associate is such a crucial component in today's retail world where >90% transactions terminate in the store itself. Let's invest in them.

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The Retailer’s Dilemma: Fast, Convenient & Cost-Effective Delivery

The Retailer’s Dilemma: Fast, Convenient & Cost-Effective Delivery | Making customer service personal and profitable in retail | Scoop.it
As the retail industry increasingly sees delivery as a key differentiator in exceeding consumer expectation, retailers…
Georgia Leybourne's insight:

Great collaboration between Metapack and Gartner on this report. Ensuring profitability whilst delivering the earth to consumers is a never ending battle for retail. Personalisation is key but you have to your house in order to maximise efficiency and remain cost effective.

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Letter from America: Goodbye EPoS, hello unified commerce - Essential Retail

Letter from America: Goodbye EPoS, hello unified commerce - Essential Retail | Making customer service personal and profitable in retail | Scoop.it
Retailers should consider Unified Commerce and distributed order management if they are to achieve future success, argues US retail consultant and former ARTS director Richard Mader.
Georgia Leybourne's insight:

Couldn't agree more with Richard Mader ... couldn't agree more.

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Accurate inventory means bigger margins...the science behind inventory availability - The Supply Chain Commerce Blog

Accurate inventory means bigger margins...the science behind inventory availability - The Supply Chain Commerce Blog | Making customer service personal and profitable in retail | Scoop.it
Inventory has always been essential for retail success, but now it is critical. Without a true understanding of stock levels and access to real-time insight from across the distribution network, organisations will find it a struggle to protect their profit margins, whilst trying to satisfy customer expectations
Georgia Leybourne's insight:

It really isn't rocket science after all it's the #inventory that #retail customers are trying to get their hands on!

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Revolutionary Technologies To Pave The Way In Retail Industry

Revolutionary Technologies To Pave The Way In Retail Industry | Making customer service personal and profitable in retail | Scoop.it
Georgia Leybourne's insight:

Great coverage for our team in SEA in Supply Chain Asia ... omni-channel has indeed become a global goal for retail.

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It's not rocket science, it's the science of shopping... - The Supply Chain Commerce Blog

It's not rocket science, it's the science of shopping... - The Supply Chain Commerce Blog | Making customer service personal and profitable in retail | Scoop.it
Retailers are recognising or indeed have already recognised that the game has changed in winning and keeping customers. Fulfilment has become the battleground for competitive advantage with retailers competing with each other over latest order cut-off, same day delivery
Georgia Leybourne's insight:

Rules and constraints based plumbing to make sublime customer service a reality in omni-channel fulfilment - definitely worth checking out that Science Lab!

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Manhattan Associates Appoints New UK Managing Director - Logistics Business® Magazine

Manhattan Associates Appoints New UK Managing Director - Logistics Business® Magazine | Making customer service personal and profitable in retail | Scoop.it
Manhattan Associates today announced the appointment of Craig Summers to the position of managing... Read more »
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Are retailers ready for generation Z?

Are retailers ready for generation Z? | Making customer service personal and profitable in retail | Scoop.it
Retail strategies have focused on attracting Millennials in recent years; but with Generation Z coming of age – as both employees and customers – retailers need to embrace the expectations of this ‘digital native’ generation.
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Getting Personalisation Right - Retail Assist

Getting Personalisation Right - Retail Assist | Making customer service personal and profitable in retail | Scoop.it
Retailers are working hard to personalise their customers' experiences of shopping with the brand, but getting it just right is another story, as our Twitter research shows.
Georgia Leybourne's insight:

Love to see our Tweets getting noticed and a great topic 'when is personal too personal' ... enjoy :-)

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Manhattan Associates Again Named a Leader in Gartner’s Magic Quadrant for Warehouse Management Systems

Georgia Leybourne's insight:

Quite an impressive track record in this sector ... proud as punch to work for a market leader

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2016 Technology Preview: Exclusive Predictions From 20 Retail Executives

2016 Technology Preview: Exclusive Predictions From 20 Retail Executives | Making customer service personal and profitable in retail | Scoop.it
For the fourth year, Retail TouchPoints asked leading industry executives to share their perspectives on the next 12 months. This year, we asked 20 re...
Georgia Leybourne's insight:

Check out the final article from Kevin Swanwick, @ManhAssocUK very own retail expert, extolling the virtues of the changing role of the #store associate in #retail

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How New Look is driving market beating click-and-collect add-on sales

How New Look is driving market beating click-and-collect add-on sales | Making customer service personal and profitable in retail | Scoop.it
A whopping 25% of New Look’s click-and-collect customers make additional purchases in-store, a dramatic outperformance of the clothing market.
Georgia Leybourne's insight:

Love these revenue inducing retail stories. Click 'n Collect upsell stats from New Look impressive, not only do they save the cost of delivery, they get incremental sales too ... FAB proof of great fulfilment strategy.

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Maybe* Solutions's curator insight, September 2, 2015 8:47 AM

Fantastic Click n collect stats from New Look - 25% upsell and  no delivery charges? What more could you want!?

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Home delivery cost crisis: reader comments

Home delivery cost crisis: reader comments | Making customer service personal and profitable in retail | Scoop.it
Georgia Leybourne's insight:

Consumer hat firmly on .... my weekly grocery shop is online, delivered during the weekend, I have an annual pass and it costs me 'peanuts' for each delivery .... BUT my loyalty to the retailer in question is fixed, they know I'll be back week after week and they can count on me.


Is that 'cost' worth it?

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Your Store ... Your Stage

Your Store ... Your Stage | Making customer service personal and profitable in retail | Scoop.it
Nobody is denying how important the customer is. You can’t escape the epicentre of any business – the customer – the one with the power. But too many of us have long neglected human capital held ca...
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RSR Research » The Candid Voice in Retail Technology Research » Commerce Convergence: Closing the Gap Between Online and In-Store

Georgia Leybourne's insight:

RSR nail it every time in their reports ... difficult to pick out the most pertinent element because there are so many ... 

- narrowing the gap between what consumers expect and what retailers deliver

- importance of order management & not letting legacy POS hold you back

- the inevitable onward march of digital in the consumer experience, empower your store associates with the same technology

- only way to improve the experience is to nail inventory


GREAT INSIGHT

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Multichannel order fulfilment

Multichannel order fulfilment | Making customer service personal and profitable in retail | Scoop.it
Bridging the gap between what shoppers want and what retail businesses can deliver
Georgia Leybourne's insight:

Loving this piece we did with Retail Week, real-life video snippets offering all manner of insight from individuals who are at the cutting edge of #retail.

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Manhattan Associates

Manhattan Associates | Making customer service personal and profitable in retail | Scoop.it
Georgia Leybourne's insight:

Whether your storefront is made of bricks or pixels, give your #customers an amazing experience www.manh.co.uk/science #scienceofshopping

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Supply Chain Blog - SC Junction

Supply Chain Blog - SC Junction | Making customer service personal and profitable in retail | Scoop.it
Leading the Omni-Channel Charge...
I've recently returned from the annual Manhattan Associates user conference "Momentum" in Phoenix Arizona, there were around 1,200 attendees
Georgia Leybourne's insight:

Great to see our message spreading so far ... thanks Michael

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