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Is your customer engagement strategy missing a key component?


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Compare that scenario with an unidentified


shopper making purchases in-store and there is a marked difference. From a customer perspective the experience has little scope for personalisation. They don’t get personalised offers and recommendations and the situation presents little or no opportunity for the brand to engage with the customer and open up a dialogue. So when it comes to shopping in-store many retailers are falling short of meeting customers’ expectations. Hence around 70% of retailers have listed in-store customer identification as a top priority in their customer engagement strategy. Online shopping is increasing year-on-year


– it’s convenient and engaging. However, bricks-and-mortar retail still represents a significant proportion of total retail sales. So as the trend for convergence between online, mobile and physical retail increases, it offers a clear and unequivocal opportunity for physical stores to adopt technologies which improve in-store data capture and customer engagement. So how do these new receipting


technologies improve customer engagement and put physical stores on par with on-line?


and personalised brand experience across all channels. The difficulty for many retailers is how to


provide the same experience in-store to the one they provide online. The key element required to overcome this hurdle is clear customer identification linked to accurate purchase data, which up until now has been more difficult to gather in-store than online. But with the advent of new digital receipting technologies the playing field is being levelled and all is set to change. Typically, online purchases provide retailers


with specific customer data including name, email address, previous purchase history etc. from which they can build a detailed customer view. It also provides them with a platform to engage customers with relevant personalised offers and recommendations, build brand loyalty and increase sales.


CUSTOMER IDENTIFICATION AND SEAMLESS DIGITAL RECEIPTING Providing a digital receipt option gives retailers a simple and very effective way to capture customer data and issue receipts seamlessly. The latest systems do not rely on the customer having to give out their email address. Instead, all customer IDs can be captured at the tap of any contactless card on a compact console or, for customers with existing store loyalty cards, simply by swiping their card as normal. Dynamic receipts and follow on


communications including offers and recommendations can be sent directly to the customer’s mobile, tablet or computer. With the increase in mobile use, this ability in itself offers a more engaging customer experience and improves the customer journey, also providing receipts in a convenient and greener format that customers indicate they


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