A quality customer experience is the center of successful retail operations, providing a reason for customers to keep coming back to your store, visit your website and follow you on social media. But, while the demands for engaging experiences are increasing, many retailers are struggling to develop an effective customer experience that offers a competitive advantage within their vertical. As the impact of technology grows in the industry a data driven customer experience must evolve in synchronicity. Retailers must invest in their backend and optimize the customer facing technology to improve the experience.
The Engaged Shopper
Customers are increasingly connected, mobile and socially influenced; thus their expectations for an engaging customer experience are rising. If shoppers can readily purchase a product on instagram, via an influencer on Tik Tok or during a livestream, it will be increasingly difficult to force them to model the traditional customer experience either in store or online.
As a result retailers have to design their shopping experience around these changing customer needs, location and behavior. Successful retailers are Investing in buy online pickup in store, buy online ship to home, buy online return in store and other fulfillment methods to drive efficacy in the shopping process. To keep customers engaged, retailers have to craft a purchasing experience that is seamless, quick and comfortable for every shopper regardless of levels of engagement.
The Holistic Customer
Customers are increasingly shopping on multiple channels, platforms and with varying engagement levels. Customers have sporadic presences, the way every shopper interacts is different but understanding this is critical to empowering an effectively personalized shopping experience.
If your customer likes to shop online for certain products, but likes to come in store for more engaged shopping processes, only some offers will work for them. Sending them an in-store only coupon for a t-shirt might not be the way to get them in store. But, for a pair of premium shoes they might make the trip. Building a holistic vision of every customer that is accessible across channels is absolutely essential for long term retail success.
A Connected Approach
The true key to making the customer experience even more effective, is through enabling a connected approach. This takes the form of 3 critical systems that work together to empower seamless commerce:
- Mobile Point Of Sale
- The Teamwork mobile point of sale enables a flexible purchasing experience, customers can avoid long waits & brands can ensure that purchases can be easily managed and fulfilled.
- Order Management System
- Flexible fulfillment is critical, especially with customers purchasing products from anywhere. Orders need to be fulfilled quickly, conveniently and reliably. Mistakes cost customers & Teamwork understands this. The industry leading OMS enables retailers to operate with confidence and truly take advantage of unified commerce.
- Inventory Management
- Customers don’t want to wait, with ecommerce companies taking significant leaps forward in reducing shipping times, shipping costs and online availability, retailers with limited stock struggle to compete at the same level. Teamwork provides mobile tools, so that management is always aware of where products and the quantity of available items.