67%
start shopping on one device and finish on another
80%
of smartphone shoppers use their mobile in-store to help with shopping
+15-30%
more revenues are generated by omnichannel customers in comparison to single-channel customers
«My favorite retreat hotel feels like my second home. Jean, the receptionist, sets my wake-up call with my latest online music playlist. Maria from housekeeping always fills my fridge with the coconut water brand I follow and few bottles of something new to try. Marc, the concierge, remembers my passion for theater and surprises me every time. I wish to experience the same personalized interactions with any service and product I purchase. I wish to be recognized for my preferences, my subscription, my interaction history.»
providing an engaged and tailored experience with your brand. Learn your customer preferences and put data at work to ensure that they feel recognized whenever they interact with your brand – by doing so you fuel customer loyalty.
«My personal shopper knows me. She always hides everything green, it’s not my color. My snapshots of street style inspire her to find the pieces I cannot purchase directly. Whenever I feel it is time for a new style, I found a note from her with shots from my favorite fashion bloggers and a perfect selection of outfits ready for me. Wherever I go, I wish to receive personalized offers and products that are right for me, given my likes, the brands and personalities I follow, the news I read.»
understanding that customers use different devices and channels that interact among themselves. Brands need to analyze the available data to define the most fitting customer journeys able to instill the right information at the right place when each individual customer is more prone to act on it – anticipating their needs will increase their buy-in in products and services.
«There are plenty of banks. Yet there are banks and banks. I chose mine because I can decide what I want to handle directly online and when I want to see my financial advisor. When I travel for work, I receive push-notifications about the impact of market shake-ups on my portfolio. This is followed by a video-chat with my advisor who shows me a simulation of potential changes to the portfolio in real-time. Right after, my personal cockpit is updated with all relevant insights. I wish to always have a hassle-free interaction using my channel of choice for the specific situation. I look for brands that equip me with the right resources and tools with which we can shape the right solution for me.»
ensuring consistency and flexibility at each interaction with the customer. Customers are more knowledgeable, collaborative and interactive than ever before. Being the brand of choice can mean at times being in the background and providing a smooth experience. By feeling empowered to decide when to do what, customers can be more open to cross-selling and upselling.
«I do my research. I know what I want. I don’t like to be forced into buying something I am not convinced of. I like à-la-carte products and services when the payment options yields maximum value for me. And I like to be rewarded for my loyalty, just as during the last trip to Singapore where I received an offer for an upgrade to business class. And they knew that I do not drink champagne from my last trip, so I was offered a martini. Shaken, not stirred. The depth of the relationship is shown in the care for details, in the little big things.»
that today brands are no longer in control of the shopping and purchase process. Exigent, diverse and empowered customers demand complete flexibility to configure their purchases the way it best suits them. In an ever changing framework, brand experiences can offer orientation and become a beacon fostering customer loyalty with the most suited incentives and appreciation of their loyal customers.
