Are Brick and Mortar Retailers Dead Meat?

Customer Service
Are Brick and Mortar Retailers Dead Meat?
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Posted by Pauline Rehri

There’s no way I can wait to get this pair of jeans!”, or “I can’t find this product on amazon, how come?” If you have teenagers or even kids, this is probably the kind of cry of desperation that you must have heard something like a million times…and even more!

With the emergence of the Millennials and Generation Z strategy who are 150% digitally savvy, we should probably worry for the brick and mortar retailers. Some major e-commerce players drastically transformed consumer expectations with a wide range of choices, instant delivery, low prices, etc…. but in the end, it’s not about replacing the “traditional” points of sale. It’s about providing a consistent customer experience across different channels.

70% of consumers use a physical store either before or after their purchase, making the value of the store far greater than just the amount of sales processed within the walls.*

How does this translate for any COO or Sales & Marketing VPs and CIOs? It means they need to ensure a consistent customer experience in shops, while ensuring a delightful experience on their e-commerce website. But how could they while the data to inform the sale process is so diverse and often unstructured? How to make sure that they’re able to unify this data, and translate it into meaningful information?

This is where Intelligent Search can help.

While data comes in multiple formats and is located in different data silos, Intelligent Search not only enables your organization to surface contextual information but also allows you to provide an ultimate experience to your shopper by:

  • Measuring your brand attractiveness on your target audience to inform your marketing strategy
  • Positioning your employees in POS as the ultimate experts on your products
  • Enabling a fast time to response by unifying all customer data in a single location
  • Increasing your average size transaction, thanks to relevant complementary upsell/cross-sell proposals
  • Smooth your logistics and supply chain

So what if, by removing the data silos and surfacing the hidden information across your multiple channels, you gain relevance in the way your customers find you, find the right product, and get a highly personalized brand experience? It’s time to monetize your data and drive revenue using a proven Customer 360 approach.

*Statista research

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