search.noResults

search.searching

note.createNoteMessage

search.noResults

search.searching

orderForm.title

orderForm.productCode
orderForm.description
orderForm.quantity
orderForm.itemPrice
orderForm.price
orderForm.totalPrice
orderForm.deliveryDetails.billingAddress
orderForm.deliveryDetails.deliveryAddress
orderForm.noItems
Omnichannel and hyper-personalisation - how retailers can deliver the perfect order


19


KNOW YOUR CUSTOMER Retailers are starting to recognise this demand for personalisation. In its 2016 Retail Technology survey, analyst Gartner found that - aside from core EMV payment investment - retailers are focusing spend on the technologies that revolve around understanding customers, personalisation and more effective execution of promotions, campaigns and inventory. That’s supported by Forrester research, which shows more than two-thirds of retailers have made delivering personalised experiences a priority, with personalisation, omnichannel, analytics and digital stores all high-priority tech investment areas. This increased level of real-time


personalisation has been dubbed ‘hyper- personalisation’ and includes real-time data and information on browsing behaviour, past purchases, average purchase price, products abandoned in the website basket before payment, favourite brands and colours. Alibhai says the key to delivering the perfect


order is making that data accessible to the right people at the right time to provide a


personalised one-to-one experience for the customer and sharing data across channels for hyper personalisation - email, mobile app, website, and store. For example, a customer service representative handling a returns call could use that personalised customer information to identify suitable alternative products and transform the return into an up-sell. She adds: “It’s about turning data into


actionable insight. Turning that into your dialogue with the customer. This is what turns shoppers into buyers and buyers into repeat customers who are more loyal to your brand.” This combination of a centralised and


unified hub, real-time visibility of inventory and personalisation enables retailers to create the perfect order. It means customers get a friction-free omnichannel experience. And that means satisfied customers, better retention, greater loyalty and repeat purchases. For retailers, the benefits also include being able to react quickly to changing market demands, increased inventory turns, reduced fulfilment costs, better customer service productivity and greater return on investment.


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76