(Today’s Mobile Shopper Might Not Think So.)
For many of us, the first day of school marks the beginning of the downward roll towards - you got it - the holidays! Suddenly our minds begin to shift towards fall festivities, family gatherings, and that gift-giving holiday-palooza in December. Gift shopping starts out at a moderate pace, but before you know it, Black Friday is here, and this annual activity becomes an all-out frenzy of getting the right gift at the right price - and hopefully without pulling your hair out!
Why is customer data so important to your retail business? Because each business has a set of data that is unique. Businesses need to leverage that data to reach out to each customer in a way that is specific to only them. You'll get their attention, and you'll gain their loyalty.
It's prime real estate for enterprise corporations in 2014 - a room with a view - an omni-channel view. Companies now are breaking down their silos, consolidating data from different channels, creating one single knowledge base. This centralized data is somewhat of a "data headquarters", where the customer's journey is mapped across an omni-channel environment, creating one harmonious view for your customer experience team. Why is an omni-channel "room with a view" such a covetous spot?
Do what you do so well that they will want to see it again and bring their friends.
– Walt Disney
Think about who said that.
Did Walt live up to those words? He knew what he was talking about and knew how to make his words happen.
So how does your company do that with its online customer care?
Are mobile consumers’ expectations any different from those of traditional online customers? Of course, mobile customers have the same expectations as desktop consumers, but we found that always having information at your fingertips gives the mobile customer a stronger sense of entitlement to having an experience that is above and beyond.
So, what are the unique factors of customers who do business with you via mobile devices?
As we celebrate Independence Day here in the U.S., we are reminded of how lucky we are to live in a land of free enterprise. And being a company who partners with businesses in developing their customer engagement solutions, TouchCommerce is very aware of the role that customer analytics plays in carrying out that American vision of free enterprise.
...Proactive chat is just what it sounds like – proactive. The chat session is initiated when it is triggered by a predefined set of visitor behavior metrics. The customer hasn’t sought help yet, but their behavior, monitored through analytics, shows that they could benefit from live help. So your contact center makes the first move by politely offering assistance.
Both reactive and proactive have their advantages. Today, let’s look at the proactive approach.
Last week, we began our look into the challenges our customers face in meeting their customers’ ever-changing needs. In order to give them an exceptional customer experience online, they must understand the areas of their customers’ expectations. The first area we explored was the customer’s channel of choice.They expect to be able to do business with you in a variety of ways, all with the same level of service.
Now, let’s look at ease of use, personalization, and customer analytics.
A couple of months ago CustomerThink.com posted a blog entry that caught our attention regarding the evolution of customer service. The overall idea was that customers are constantly changing and the methods through which they prefer to contact customer service have changed since the days of picking up the phone or writing a pen-and-paper letter. And if your business doesn't adapt to its changing customers and adopt the new ways they want to be served, you will be left behind. We couldn't agree more!
We looked more deeply into this idea because it really hit home with the challenges our clients bring to us when customizing online engagement programs that meet their customers’ changing needs.