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The Who, Where and Why of Customer Journeys
Consumers are at best passively loyal. Today, omnichannel shopping has made gaining loyalty even more challenging. So, the retailer must start by listening to the consumer – individual consumers and not amorphous segments. These insights must be translated to identify needs, preferences and desires. The key to customer journey mapping is understanding intent at each…
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How is voice-based search disrupting customer journeys?
Already, every third customer prefers voice interaction. What can retailers do about this disruptive technology? Businesses get disrupted almost daily. Broadcast and cable TV have been impacted by the likes of Netflix and Hulu. Ride sharing services like Lyft and Uber are impacting car rental services, taxicab services and even auto makers. “Conversational commerce” can…
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Forget the channel and focus on your customer.
Your customer. That’s who is driving the changes in retail technology! Retailers should step away from their comfort zones and study the consumer. In apparel and footwear, where look and feel are all-important, stores are designing great personal experiences that customers can unlock with their smartphones. In the process, the retailer obtains and enriches their…
