Now, more than ever before, is the time to power your loyalty program with a foundation of reliable customer data. With shifting consumer shopping habits and the 24/7 at-customer-leisure shopping cycle, retailers are left scrambling to find the right messaging and incentives, while keeping up with brand name retailers.
The truth is that pivoting strategies overnight and trying to deliver an exceptional customer experience during a pandemic is hard. Retailers, we are here to help you win back your customers while building lasting customer loyalty. It starts with an incentive program backed by high-quality customer data.
There’s no doubt e-commerce is booming. Shoppers love the convenience of browsing their favorite brands and purchasing goods online from the comfort of their home or on-the-go from their phone. That’s why retailers’ top business priorities include moving through digital transformation (46%), according to our research.
It’s no surprise that the COVID-19 pandemic is impacting businesses and consumers alike. As a retailer, you may have had to pause in-store operations and determine how to enhance your digital experience all while serving customers at the same level as you did pre-pandemic. Retailers are now leaning on their customer experience more than ever to drive sales in an everchanging world.
If you are a retailer, it’s likely the current global crisis is impacting shipping and delivery delays, staff and supply shortages, and lagging operations. We’re here to help you. Check out this 3-step plan to improve your operations with trusted data—while responding to the current pandemic.
SFDC went live today with the announcement of Commerce Cloud launching on the AppExchange. Experian was chosen as one of the first seventeen companies to go live on Salesforce AppExchange and we are the only one in our space to be featured. Mike Micucci, CEO, Salesforce Commerce Cloud said “With Experian’s validation suite our customers will be able to quickly implement accurate, real-time customer contact data with Commerce Cloud to quickly go to market with an end-to-end commerce solution.”
Data is a critical but often overlooked component of delivering superior customer experiences. Most of us know firsthand how bad data creates a negative experience. Customers, rightfully, want to be treated as if they are special. They expect the companies they do business with to know them, understand them and remember them. Delivering on that expectation requires great data.
This past week I had the pleasure of representing Experian along with three of my colleagues in Chicago at IRCE (Internet Retailer Conference + Exhibition). The show ran the full gamut of the world of online retail with Ecommerce industry leaders representing many large online retailers as well as small retailers looking to embrace the next step.
My last blog post was entitled “Why every business needs a single customer view” (SCV). It points out the incredible value that a consolidated and consistent view of your data—organized by customer—can deliver but also acknowledges some of the challenges that prevent companies from implementing such a view. For a real-time SCV, obtaining technology to link to existing systems and to collect and store data is one of the biggest issues. Before any investments are made, however, it’s important to carefully plan what data will be used, where it will come from, and how you will make sure that it’s fit for purpose. To prevent, in the words of that oft-quoted adage, “garbage in, garbage out”!
“Boo!” Is that a ghost or ghoul? No—it’s something much spookier: bad customer contact data. Did you know that less than half of retailers trust their data to make important business decisions? In fact, 57 percent of retailers say that they rely on educated guesses or gut feelings to make decisions based on their data. While blood and guts may have a place in horror movies, gut feelings are simply not enough to go on for important business decisions. Accurate, reliable data to drive decision-making is a far stronger retail strategy.