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Over the next five years, one of the most significant changes in retail will be the creation of stores that are designed around unique branded experiences. These experiences are proving to be excellent ways to engage shoppers, build strong brand loyalty, and increase sales.
In fact, during the recent 2018 holiday shopping season, brands from Facebook to Walmart used in-store experiences to target shoppers. Companies are increasingly turning to technology to help create unique and personal experiences, giving stores and brands a competitive edge. But your customers’ experience really starts with people, your front-line associates.
Engaging Shoppers by Improving Customer Experience
According to Forbes, businesses need to equip their employees with the right tools and training so they can achieve their primary goal: keeping customers happy through the use of technology. As modern retailers continue to find new and innovative ways to meet their customers where they are, empowering retail sales associates with the right technology has become a key component for improving the overall in-store customer experience.
How does technology empower retail employees to engage customers and maximize their experience? By making it personal.
Customizing each shoppers experience with the right technology
Sending alerts when preferred customers enter your store
Creating avenues for responding to online feedback, promoting sales, and offering discount coupons through social media
Allowing quick access to product and customer information; enabling just-in-time marketing and quick turnaround to customer inquiries
The right technology makes it easy for retailers to support their employees and improve the customer experience like never before. Sales enablement technology includes the hardware and software that lets retail employees maximize their time on the sales floor and optimize the customer experience.
How does this benefit your customer and lead to increased engagement? By creating a more secure, reliable, and streamlined shopping process.
With the right mobile point of sale application, sales associates - or customers themselves - can complete sales quickly and reduce total transaction time
Customers can order items that are out of stock in-store directly from employees who have access to online product inventory, shipping products directly to customers’ homes
What Increased Customer Engagement Means for Your Business
For retailers, having a technology-based solution that puts a bundle of powerful selling tools into the hands of their employees is a game-changer because engaged and satisfied customers purchase 50 percent more frequently. They also spend 200 percent more each year and are five times more likely to display brand loyalty. These fully-engaged customers result in 23 percent more profit, revenue and growth potential compared to the average customer.
Forrester found that customers who had a better experience with a company said they were less likely to go elsewhere and more likely to recommend it. Sales enablement solutions like CompuCom’s In-Store Selling Advisor equips sales associates with fast access to product information and the right knowledge to optimize their in-store interactions with customers. The result from In-Store Selling Advisor is the ability for you to equip retail employees with Apple Devices, on-board faster with sales enablement and training, boost performance with assisted selling tools and support employees with IT services.
Service Journey Thinking Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Offshoring Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both: - clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and - clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
Contact Centre Specialist Consulting CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
Contact Center Consulting Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
Contact Center Sales - growth and marketing strategies I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
Marketing Communications Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
Contact Center Operations Performance Management In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Tra... (read more)In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Training - Technology Selection - Deployment of Technology in Customer Contact Centers.
Our client engagements are directed at identifying projects that will have the highest return in terms of profit, productivity, customer and employee satisfaction.
In addition to delivering high customer satisfaction, Contact Center management teams are also requested to maintain or reduce operating budgets and get more production from their staffs. To this end contact centers must find ways to become more efficient and flexible then ever before.
Based on today’s business requirements and the vast growth in Customer Contact Centers there is demand for expert guidance to assist organizations with the many tactical issues of the day, strategic planning and to act as a resource on current and future projects.
If your organization has a need for Contact Center Consulting, Brand Marketing, Human Capital Assessment and Development, Application Development and Integration, Outsourced Services or Sales and Customer Service Training, SCC Services Group brings a unique brand of expertise to the table based on years of “real life” experience and is in position to fill this demand for start-up, growing or under performing operations.
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact cen... (read more)Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact center and customer service organizations as small as 4 agents and as large as 24,000. We have worked with leading brands, not for profits, governments and advised industry leaders in multiple verticals. Our services include; Customer Experience Assessments and Benchmarking Contact Center Strategic Assessments Contact Center Audits and Benchmarking Training Curriculum Design and Development Technology Selection and Acquisition Operational Model Development Omni-Channel, Multi-Channel Outsourcing/Offshore Suitability Assessments In-Sourcing Assessments Home Agent Assessment Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Whitepapers & Research Projects,
More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact centre operational models; we have the knowledge and experience to help your center management.
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers. With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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