Using Technology to Build and Personalize Relationships

Feb 23, 2017 | Blog

Consumer engagement is critical for retail success. In today’s world, retail brands have a huge opportunity around personalizing the shopper experience and building brand loyalty, particularly at the point of service, be it POS, a website, or mobile devices. Engagement with customers is the best way to drive sales and ensure loyal repeat sales.

We have seen clients do everything from providing a personal shopping history, to targeting product information and personalizing promotions. Recently, for example, we’ve seen increased interest in using digital receipts to provide personalized content for each transaction. And, we’ve also seen a trend towards integration with 3rd party social media and review sites so that purchase experiences can be shared with friends. Also, many of our retailers are continuing to experiment with “Hot Docking” which allows store associates to get out from behind fixed “sales stations” to better interact with customers in the store environment. So far, clients who have invested in initiatives like the ones mentioned report boosts in both sales and shopper loyalty.

Some other techniques for successful personalization include:

  • Tying shopping history to personal discounts, rewards or points.
  • Having linked in-store and online purchase history allows for sophisticated interactions online, in-store and via mobile.
  • Customer data collected at the POS can be leveraged to unify instore and online shopping experiences.
  • Having linked in-store and online purchase history allows for sophisticated interactions online, in-store and via mobile.

Having a strategy around personalization and personalizing the customer shopping experience will help set your retail brand apart from your competitors. Not sure where to start? Don’t hesitate to contact us for more information.

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PCMS
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25 Merchant St., Ste. 400
Cincinnati, OH 45246
1-844-200-PCMS(7267)
 

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