BRAND RECOGNITION TO A FULL 360° - JUNIASIA · • Use tiered membership structures for digital marketing campaigns ... • By integrating PoS & e-commerce, you can customise o2o-offerings.

BRANDRECOGNITIONTO A FULL 360°

—U s e C a s e : R e t a i l

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The future of shoppingBrick-and-mortar locations will continue to be an important

channel for retail. Despite the growth in online purchasing,

recent studies suggest that millennials and Gen Z-consumers

also enjoy the physical shopping experience. Enhancing that

physical shopping experience will be critically important.

Creative and interactive technologies will continue to play an

important role in developing unique in-store experiences and

knowledgeable staff who embrace and promote the brand

will help build connectivity and promote brand loyalty.

Customers are moving seamlessly between online and offline

experiences, and are open to retailers who can best facilitate

these transitions. The information age is a door which swings

both ways—there’s more data available to customers, but this

means there more available about them, too. With the right

know-how and tools, retailers can come up with new and

innovative ways to keep shoppers coming back for more.

Exceed Customer expectationsWhile promotions and offers can certainly contribute towards helping

customers feel like they are special, the real key to an outstanding

experience is personalization.

Getting to know customers from their previous purchases and interests

can help retailers drive loyalty. These insights can be gleaned from

data, or even a simple conversation. The size of the business will no

doubt inform which of these methods is more convenient, but nobody

should be too big for a quick chat with a customer.

The PRE:MIND solutionWhat is needed is a way of cultivating customer relationships as deeply as

possible. Thankfully, PRE:MIND’s technology solution provides sales- and

customer service associates with a powerful cloud solution to build

relationships with tourists and locals alike. What’s more, for the 20% of

shopping customers that generate roughly 80% of the revenue, PRE:MIND

helps the brands personnel to cultivate a human connections no matter the

location.

• Customers are greeted by name at the door ready to be serviced!

• Advance knowledge of purchase history, wish lists, and personal

preferences to match products to demand and trigger sales

• Permissions and sharing of customer profiles between stores

• Re-assignment of VIP relationships during staff turnover/hiring

• Use tiered membership structures for digital marketing campaigns

• Record soft information on customers such as birthday, or favourite colour

• Data analytics such as duration of visit, movement between touch-points

(e.g., front and rear entry, 1st and 2nd floor), and visits that don’t translate

into sales, or translates into e-commerce sales

• By integrating PoS & e-commerce, you can customise o2o-offerings

Benefits of personalised experiencesThe reality is that loyal customer retention rates fluctuate

between 15-25% and loyal customers spend up to 167% more than

a new customer. This means that losing a single loyal customer is

a 600-900% loss on investment!

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Rate the following factors based on how much they impact your trust in the companies you buy from:

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Here are actionable ways to make sure your customer service is more

personalised and earns your customers’ trust and loyalty:

• Show your human side

Regardless of the customer journey stage or the channel in which

they choose to engage your brand, they should be treated humanely

and pleasantly by your team. This requires your agents to display a

personal touch whenever it’s possible.

• Know your customers’ history

When a customer contacts your business, their interlocutor

should already be aware of who they are and have a good idea

of why they’re contacting. Much like a patron in line at their

favourite sandwich shop who is asked, “the usual?”, your

customers will appreciate not having to detail their information

and past history every time.

Any information about your customers that is collected by your

staff can be instantly shared throughout your venues, thus

empowering the entirety of your brand.of consumers said they’d be willing to spend more for a company they believe delivers excellent customer service.68% source: American Express

of respondents are most frustrated by having to repeat their issue to multiple representatives89% source: Accenture

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• Understand repeat behaviours and react in real-time

Business analytics can outline recurring patterns in your customers’

behaviour. Do they struggle to find all areas in your venues? Are they

failing to fully explore your services? All these patterns can be

evidenced through business analytics, enabling management to make

decisions to better accompany customers.

This is a transition from reactive to proactive customer service; trying to

bring customer pain points to light and provide solutions before they

even arise. PRE:MIND can trigger real-time online actions in your

marketing system through its so called “webhooks”, to allow your brand

to facilitate both pre- and post-sales interactions.

Marketers find that real-time data analytics can boost customer retention by up to 60% source: CMO.com

For more information and how we can help you to get the most out of

your customer interactions, please contact us at [email protected].

THANK YOU

With PRE:MIND your most critical front-line personnelare instantly empowered to build long-term

customer relationships.