With the lines between the physical and digital worlds becoming increasingly blurry, retailers have no choice but to embrace new business strategies if they wish to reduce operational costs, drive customer loyalty, and increase profitability. This article presents our top three strategies to help retailers create a seamless physical and digital organization.
1. Delivering a Seamless Customer Experience
Satisfying increased customer expectations has become increasingly challenging. Customers don’t just buy a product or service anymore — they buy an experience. If that experience is a negative one, an excellent product won’t make up for it. In an extremely competitive online marketplace where customers have endless options for making purchases, delivering a seamless customer experience across all touchpoints has become a must. Providing a frictionless customer experience can help retain existing customers and attract new ones.
2. Overcoming Disparate Data Challenges
In most organizations, teams still work in silos. Organizations should ensure that the technology used and the data collected by each department communicate with each other. By eliminating data siloes, connecting disparate technologies and mapping the customer journey across touchpoints, retailers can successfully blend digital and physical experiences, encouraging customers to come back for more.
3. Supercharging the Supply Chain
New tools, systems and solutions, including the power of the cloud, create a truly seamless customer experience across digital retail and the brick-and-mortar store. Forward-thinking organizations use supply chain data to identify customers’ needs and drive better customer experiences. Sustainable, profitable, optimized omni-channel fulfillment starts with the engagement strategy— clarifying and refining the engagement model that aligns with the brand promise. A successful customer engagement strategy identifies who the top customers are, and how retailers will engage with them across all touchpoints.