What are the strategies a retail marketer should implement to satisfy customer expectations?
A successful Retail marketer understands customer needs and focuses on usability and customer experience.
Imagine Jack is your customer who wants to buy a laptop from your website. What would be his common preferences?
1) Personalized shopping experience
1) Good brand Laptop with all features to suit his criteria
3) Different offers and best price
4) Home delivery and customer support
As Jack is clear on what product he wants to purchase, wasting his time with long procedures and irrelevant information can make him lose his interest to purchase from your website. Instead, as retailers you should concentrate on your customer experience program and deliver a fine experience to Jack across various touchpoints.
How can you provide the best Retail customer experience and satisfy customer expectations?
Creating New Normal for Customers
Customers tend to buy products from websites expressing strong values.
A study by Deloitte reveals, 56 percent of consumers say that ‘the overall enjoyment of their experience’ is important in their decision to buy a product or service.
Customers are not interested in long engagement cycles; they want to be impressed by providing instant answers and products in a short time. Here, providing Jack with relevant information on his desired laptop will increase the retention rate of Jack to the website. This approach will boost sales and gain positive customer reviews.
Leveraging Micro-moments and Hyper-personalization
Micro-moments occur when customers reflexively turn to a device. Capturing intent-rich “I want” moments like “I want-to-know,” “I want-to-do,” “I want-to-go,” and “I want-to-buy” can maximize your marketing impact.
Hyper-personalization takes personalized marketing a step further. It uses Artificial Intelligence (AI) and real-time data to deliver more relevant product and service information to each customer.
Let’s dive into Jack’s situation and know the importance of micro-moments and Hyper-personalization:
When Jack comes and searches for the laptop, the marketer decides to capture the micro-moment and real-time data between clicks to provide relevant results on the Laptop and satisfy his expectations.
Still, Jack is not satisfied and wants to contact the customer support, before he contacts the support you should use his real-time information and provide a personalized offer for his desired laptop. This approach saves time by helping Jack before he contacts the support team.
Imagine Jack got a personal call in between and moved out before making his purchase. Then, using his real-time information and personalized offers you should retarget him by creating a form of urgency and sending notifications like “The offer is going to expire in 12hrs”. This not only reminds Jack about his product but also make him sense the urgency.
At last, Jack has ordered the Laptop. Now, find different tactics and strategies you can implement post-purchase by watching our video “How to build your retail CX Marketing program?”
In the video, you can find details on how Oracle CX Marketing program helps marketers use real-time intelligence and customer signals through various platforms like Oracle Infinity, Oracle Responsys, Oracle Maximizer, and Oracle digital assistant.
The video also provides information regarding the benefits of having COVID-19 Support and Chatbots in the global pandemic.
Don’t lose your customer loyalty. Watch our webinar and provide the best customer experience: