For traditional retailers the need to bring together the online and offline experience has never been greater, but pure online retailers aren’t without their own similar challenges. Creating loyalty and delivering a consistent experience, no matter the channel, and understanding the customer is something everything retailer strives for.
Fear not, understanding and exceeding your customers’ expectations doesn’t need to be difficult, and you don’t need to rip and replace your existing systems. Your customers will thank you, again and again.
THUNDERHEAD’S ONE ENGAGEMENT HUB CAN HELP:
We’re helping retailers to genuinely understand each and every customer’s intent-based journey across every channel, both online and offline, whether that’s identifying their specific tastes or helping them resolve an issue, ONE seamlessly orchestrates millions of individual journeys for millions of customers across billions of touchpoints, all in real-time.
HELP YOUR CUSTOMERS
To help your customers get to where they want, in a way that feels easy, you firstly need to understand their intent. This level of understanding enables you to deliver the information and advice needed to create a successful journey for each customer, no matter the channel.
- With deep level insights, visualize a single view of the customer journey and behavior.
- Unify across every channel and touchpoint with an engagement layer over your existing systems.
- Adopt a genuine intent-driven, customer centric strategy.
- Start small and expand to true engagement across the entire customer journey.
GET THE COMPETITIVE EDGE
Building long-term trust, and developing relationships based on value, is far easier when your customers feel like every interaction with you is effortless. You’ll find your customer loyalty increases as people enjoy the experience you give them and want to come back again and again. Furthermore, treating every customer as an individual will set you apart from your competitors that continue to bombard them with irrelevant campaigns and generic experiences.
- Understand intent every time a customer interacts with you.
- In the moment orchestration with decisioning built on actual journeys.
- Truly omni channel (both online and offline).
- Light touch integration with no need for specialist skills, knowledge or resources.
Happy customers are the key to building loyalty, but this is not built based on item price or relentless promotions. Being there when needed, with the right product, in a way that doesn’t feel intrusive is crucial. With real-time insight into their behaviour and intent, you can deliver the right experience at the right moment – knowing when to speak is an important as knowing when to stay quiet, right?
- Simplicity and speed.
- Low barriers to implementation.
- Real-time, customer-centric journey orchestration.
- Personalization based on the journey that means the customer always finds what they’re looking for.
WHAT'S THE VALUE OF TRANSFORMING CUSTOMER RELATIONSHIPS?
With a new approach you can drive topline growth, reduce cost-to-serve, increase customer loyalty, and ultimately grow customer lifetime value. Who wouldn’t want that?
Serve customers more effectively with more relevant and personal experiences. You’ll reap rewards with cross and upsell opportunities as well as acquisition.
INCREASE BRAND LOYALTY & TRUST
You can build long-term loyalty and develop relationships based on mutual value and trust. See your retention rates soar and stop the switch crisis.
REDUCTION OF COST
Cost-to-serve is reduced by understanding intent and acquisition efforts become more successful with personalised next best offers.
Omnichannel Retail Blog
A blog about how retail brands lose value when the customer journey goes wrong. Read a real-life example to illustrate a retail customer journey that’s gone wrong and a missed opportunity to find customer happiness.
Retail Customer Journey Blog
An example of a retail customer journey to being a happy customer.