A Guide to Customers Experience Management & Successful CX Strategies

A Guide to Customers Experience Management & Successful CX Strategies

Due to so many technological and digital changes, retailers are wondering how to create an in-store and out-of-store brand experience that is relevant to consumers, improve the customer relationship between their company and audience, and differentiate their service from the competition. Positive customer experiences in physical stores, as well as digital experiences, are the center of brand loyalty, high levels of customer satisfaction, as well as successful retail operations, providing a reason for customers to keep coming back to the store, shop on the mobile app and follow you on social media.

But, while the demand for improving the customer experience is increasing, many retailers are struggling to develop assertive cx strategies that offer a competitive advantage and a real emotional connection with their brand. So the question we are all asking is, how can companies create successful customer experience strategies and manage a customer journey with a strategic approach to better understanding customer expectations in the retail industry? 

First of all, as the impact of technology grows in the industry, action plans must be made. Retailers must invest in analyzing customers and optimizing their technology to improve the experience. Journey mapping helps visualize how customers interact with a product or service, and how they feel along the way.

The Engaged Shopper

Nowadays, shoppers expect to have a digital customer experience in which they can buy in real time, have live chats and go through all the customer journey experience without having any problem or bad experience. If shoppers can readily purchase a product on instagram, via an influencer on Tik Tok or during a livestream, it will be increasingly difficult to force them to model the traditional customer experience either in store or online. As a result retailers have to design their shopping and user experience around these changing online customer needs and behaviors.

Successful retailers are investing in buying online pickup in store, buying online ship to home, buying online return in store and other fulfillment methods to drive efficiency in the shopping process. To keep customers engaged, companies have to craft a purchasing experience that is seamless, quick and comfortable for every shopper regardless of levels of engagement. Also, measuring customer emotional connection is a must in the experience management, it allows retailers to have customer feedback on their shopping process.

The Holistic Customer

Customers are increasingly shopping across multiple channels and with varying levels of engagement, creating a non-traditional customer journey that makes the brand experience different for every buyer. Consumers have sporadic presences, the way every shopper interacts is different, that is why understanding digital customers is critical to empowering an effectively personalized shopping experience and increase the customer satisfaction.

If your customer likes to shop online for certain products, but likes to come in store for more engaged shopping processes, only some cx strategies will work for them. Sending them an in-store only coupon for a t-shirt might not be the way to get them in store. But, for a pair of premium shoes they might make the trip. Managing customer experience and building a holistic vision of every customer that is accessible across channels is absolutely essential for positive experiences and customer loyalty.

A Connected Approach

The true key to making customer experience strategies even more effective, is through enabling a connected approach. This takes the form of 3 critical systems that work together to empower seamless commerce:

Mobile Point Of Sale

The Teamwork mobile point of sale enables a flexible purchasing journey, customers can avoid long waits & brands can ensure that purchases can be easily managed and fulfilled, creating superior customer experiences and positive customer feedback.

Order Management System

Flexible fulfillment is critical, especially with customers purchasing products from anywhere. Orders need to be fulfilled quickly, conveniently and reliably. Mistakes and bad experiences cost customers & Teamwork understands this. The industry leading OMS enables retailers to operate with confidence, managing teams and truly take advantage of unified commerce and a positive customer relationship.

Inventory Management

Customers don’t want to wait, with ecommerce companies taking significant leaps forward in reducing shipping times, shipping costs and online availability, retailers with limited stock struggle to compete at the same level. Teamwork provides mobile app tools, so that customers experience management team is always aware of where products and the quantity of available items.

Summary

To deliver the experiences shoppers want, brands must integrate customer databases and analytics tools to create exceptional customer engagement, build brand loyalty, and increase ROI.

Are you looking to incorporate omnichannel strategies into your brand? Teamwork Commerce is specifically designed to enable seamless retail across channels, allowing you to build customer experiences that are tailored for every single shopper and provides award winning customer service.

See how we can help you create an omnichannel approach to eCommerce and implement POS Systems in your company:  www.teamworkcommerce.com/mobile-point-of-sale

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5 Technology Trends Transforming the Retail Industry After the COVID19 Pandemic

5 Technology Trends Transforming the Retail Industry After the COVID19 Pandemic

Experts assure that in the coming years the physical retail store will clearly continue to have its importance in the purchasing process for many consumers, but it must be complemented with many technological advances that complete and improve the customer journey experience.

Companies are aware that providing personalized experiences is the key to creating customer engagement. So what does the future of retail hold for businesses? What will the marketing strategies be like in both the physical store and online shopping? These are 5 retail technology trends that are redefining the future of the retail industry, and how that will influence the upcoming changes after the covid19 pandemic.

1. Beacon Networks

The beacon network, also known as Bluetooth Low Energy (BLE) applications, emit a signal that uniquely identifies each device, allowing any retailer to understand exactly where a customer is in the physical store. This represents a great improvement in the shopping experience for the consumer, such as the generation of personalized discounts to reward customer loyalty.

Meadowhall Shopping Centre used iBeacon technology in the Ladies’ Night event with Hotel Chocolat, Krispy Kreme, Cath Kidston, House of Fraser and other brands providing offers, discounts and prize giveaways. Customers had to download Meadowhall’s app to receive a notification on their smartphone whenever they came into range of a beacon. More than 500 app downloads were done within the first three hours and 120 hotspot offers were redeemed within the first 52 minutes of the event.

2. Augmented Reality

Can you imagine experiencing within an app how a dress looks on you, without having tried it on before? This is possible due to the ‘virtual fitting room’ in augmented reality.

Zara has started to implement it through reality mannequins and a new ecommerce platform that shows life-size models wearing the brand’s latest clothes. This enables retailers to generate online sales since it is possible to buy the clothes through the app.

 According to a study of tech trends by Retail Perceptions on how augmented reality impacts, 71% of consumers would buy more in that store if they were allowed to experience the products through this technology, which translates into more sales and a lower rate of return.

3. Virtual Reality

Virtual reality allows customers to get a more realistic idea of ​​what that product would look like before buying it, making better purchasing decisions and creating unique customer experiences. ABI Research has estimated that virtual reality will generate 1.8 billion dollars in 2022 in the supply chain.

IKEA has already implemented it. Now customers can use their VR headsets to view rooms that have been previously designed with IKEA furniture and can even be customized, such as changing the color of furniture, items or spaces to see an estimate of the result.

Alibaba, the Chinese e-commerce company, already uses virtual reality through its VR Buy + mobile platform so that users can have a better visualization of the product they are going to buy.

4. E-wallets

Digital payments are increasing more and more in the world. Digital wallets are expanding to more than 20,000 stores and 31% of Americans will likely use a digital wallet on their mobile device.

For a user, having an electronic wallet means having debit and credit cards linked to an app and selecting the most appropriate option when making an online purchase. Using the administration panel that comes with an e-wallet you can manage all the information about the payments made and store operations.

For retailers, it’s about simplifying the checkout process, having store automation and saving considerable time. Payments can be received through debit or credit cards (like MasterCard or Visa) as long as the consumer has a merchant account. The advantages are that they do not have to set up separate payment systems and the provider is the one who takes care of the account maintenance.

5. Delivery with drones

Customer behaviors have evolved since covid19 pandemic, the huge increase in e-commerce and online shopping over the past year has paved the way for new ways of delivering goods to consumers. In a few years, it is expected that drones will be able to be seen in the sky making house-to-house deliveries in American cities.

Amazon is a pioneer in delivering packages to customers in an average of just half an hour. The shopping app it’s called Amazon Prime Air and they are air packages that weigh 2.27 kilos or less. They can only operate in sparsely populated areas, rural or residential neighborhoods on the outskirts of the city. In the future, this type of delivery method could increase.

Summary

These tech trends in the retail industry are excellent technological advances to start making the changes that allow businesses to increase their possibilities of sales, loyalty programs, their visibility and brand positioning. The technological trends will continue to evolve, and it is very likely that such evolution will continue in the direction that omnichannel is pointing.

Are you looking to incorporate omnichannel strategies into your brand? Teamwork Commerce is specifically designed to enable seamless retail across channels, allowing you to build customer experiences that are tailored for every single shopper and provides award winning customer service. 

See how we can help you create an omnichannel approach to eCommerce and implement POS Systems in your company: https://www.teamworkcommerce.com/mobile-point-of-sale

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4 Successful Trends To Engage With Consumers

4 Successful Trends To Engage With Consumers

Consumers are changing their behavior as social trends evolve around the world. Nowadays, choosing a product goes beyond price or quality. One factor that customers take into account now while comparing companies are the values ​​that influence their products and services. So, what will the social strategies of retail be in 2021?

What do these changes mean for companies?

These are 4 trends that redefine the future of the retail industry and how they will influence consumer behavior in their purchasing decisions.

 

1. Inclusive and Authentic Brands

Social inclusion has become an essential value for consumers concerned about a more equal world. Many brands are incorporating social and gender diversity initiatives, as well as social justice premises in their strategies. Experts say brands need to think long-term to see what behaviors are truly authentic when it comes to communicating with and honestly connecting with audiences. Being authentic means embracing those values ​​throughout the whole brand experience and not just hanging on to a trend to stay up to date. Customers will identify with those who naturally embrace these values. 

2. Ethical and Local Consumerism

The economic crisis caused by the pandemic and the climatic emergency lead more and more consumers to support their purchases in local stores and in national products. Likewise, the local establishments are little by little gaining more ground. Fast-fashion stores have to create new strategies on environmental care and ethical product manufacturing, focal points for consumers. H&M, for example, is incorporating sustainable fashion into its clothing. At least 50% of each piece is made from sustainable materials, like organic cotton or recycled polyester. winning customer service.

See how we can help you create an omnichannel approach to eCommerce: www.teamworkcommerce.com/ecommerce

3. Wellness Retail

While health remains a focus for consumers, many brands are incorporating wellness into their own businesses. An emerging middle-class of young and aging shoppers alike recognize the prevalence of chronic diseases and continue to drive demand. Also, consumer preferences for natural offerings and healthy-lifestyle options have increased. Petco recently announced its transformation into a health and wellness brand and is now developing an ad campaign to promote the new approach. Pet adoption grew greatly during the pandemic and will continue to be a trend for years to come.

4. Customer Centric Vision

Brands that will triumph in this crisis are those that integrate technology as a means to obtain in-depth knowledge of the customer in real time. Due to the information obtained through digital sources, retailers can now anticipate the buying behavior of consumers in order to offer the right product, at the right time, to a specific type of consumer, with the aim of increasing sales and improving customer satisfaction. Consumers appreciate that brands know their preferences in advance so that they can personalize their purchases. This is why companies must have the technology to incorporate an omnichannel strategy in all their POS.


Are you looking to incorporate omnichannel strategies into your brand?

Teamwork Commerce is specifically designed to enable seamless retail across channels, allowing you to build a customer experience that is tailored for every single shopper and provides award winning customer service.

See how we can help you create an omnichannel approach to eCommerce: https://www.teamworkcommerce.com/mobile-point-of-sale

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Retail’s Big Show is coming back! When normal life was put on hold, retail never stopped! The countdown is on, we will be attending NRF Retail’s Big Show, held in Javits Convention Center, New York City, from January 16-18. With nearly 30,000 retailers, vendors and...

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Scale Customer Experiences Across Platforms With Teamwork Commerce + Adyen

Scale Customer Experiences Across Platforms With Teamwork Commerce + Adyen

Retail has increasingly become a network of collaborative platforms – each operating with connectivity to drive an engaging customer experience driven by seamless purchasing across retail channels. In-store experiences are supported by effective payment tools, integrations, and loyalty integrations. Customers expect a high level of consistency across channels allowing them to benefit from customized experiences and seamless transactions.

With the advancement of omnichannel retail solutions, retailers are able to solve a wide set of challenges derived from customer interactions. The unified commerce approach simplifies sales across all channels, enabling flexibility in purchasing and control of a self driven customer experience. Customers are recognized in store, online, and able to access loyalty benefits, rewards, and benefits at all sales locations.

Contactless Payments Are Accelerating

62% of contactless card holders were already using it for tap to pay purchases at the start of 2020, but it is important to realize that touch-free payments will be a critical element of the unified commerce experience. With integrated payments in membership applications, or contactless cards, checkout flows can be effectively managed to create targeted commerce experiences centered on seamless, easy-to-use payment experiences.

The customer experience has to be at the center of the purchase experience, and payments plays a large part in speeding up the checkout experience and removing downtime in the store experience. With mobile POS solutions, retailers can directly take payments from customers as they try products or generally anywhere else in the store. Online retailers need to design targeted retail experiences with payment simplicity at the center. Through Adyen, customers are able to easily leverage seamless payment experiences designed around ease of use.

Seamless Payment Processing

Most payments service providers are not easily alterable. A specific payment processor with assigned hardware and associated integrations can take time to effectively develop and implement. Additionally, the further pressure of eCommerce and application payment opportunity drives up the complexity in developing a considered approach to payment management. With a channel-agnostic, connected payment platform retailers can benefit from a seamless reconciliation and settlement process, reducing the burden for other teams and creating a single source for payments and transaction data.

With a seamless approach to payments, retailers can benefit from an agile approach, enabling the ability to quickly transition around current challenges in the marketplace. A great example of this has been the Coronavirus crisis driving many retailers to create targeted eCommerce experiences directly enabled by an integrated approach to payments across retail channels. With an additional connection to a wide reaching Customer Relationship Management Platform or the opportunity to leverage customer behavior, interactions and communications across channels.

Expanding Sales Channels

Over-the-phone orders can be problematic. In addition to the introduction of EMV technology, CNP fraud represents a $6.4 Billion dollar loss for U.S businesses. However, Adyen’s Pay by Link technology enables a targeted, customized, and secure link that can be sent directly to a customer. This provides a greater level of sales channel opportunity, customers can be easily connected and through this tool, retailers can access greater flexibility in reaching customers everywhere.

Customers will likely still be uncertain about large in-person shopping experiences, especially directly interacting with store associates or spending a significant amount of time around other people in retail stores. Retailers are already using platforms like Facetime, Zoom, andSkype to communicate with customers, providing more engaged retail experiences. Through these types of retail experiences retailers are able to provide contingent and targeted customer experiences with payment directly from Facetime, Zoom, or text.

Enabling Frictionless Commerce

Recent statistics from 451 Research show that contactless payment technology is becoming more prevalent as part of the retail experience. 46% of consumers agree that skipping the line and paying directly with a sales assistant’s mPOS terminal would increase their likelihood of completing a purchase. This is why we see a close to 20% increase in the mPOS segment through 2024. Retailers are rapidly adopting mobile payment solutions to drive more engaging customer experiences, centered around the core offering of the store or retail space.

When a customer is trying on shoes or an outfit, retailers can take advantage of staff members assisting the customer, with a mobile POS tool retailers can source any additional items and variants, take the transaction right there, or order the product for fulfillment at a later point. This enables a seamless experience for the customer:

Browse – Try – By

No dead time, no friction and no lost sales. The unique collaboration of Teamwork Commerce & Adyen can enable this level of seamlessness at the point of sale. Learn more: https://www.adyen.com/

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Teamwork + ShippyPro: The Brain Of Retail

Teamwork + ShippyPro: The Brain Of Retail

The Teamwork ecosystem is the brain of omnichannel retail, creating a complete visibility into the omnichannel process and enabling connection across every point for customers and staff across channels and optimizing the purchasing experience for retailers everywhere. The goal of Teamwork Commerce is to build an expanding approach to the marketplace, leveraging existing legacy solutions and combining these tools with an innovative and complete overview of the retail landscape. The cloud functionality of the system enables efficiency with integrations and a unified approach to connecting with customers.

Our recent partnership with ShippyPro is critical to taking this mission to the next level. The ShippyPro tool takes a direct approach to overcoming this challenge, integrating with some of the most important fulfillment services across the globe. With 87% of consumers starting their shopping journey from a digital device (Salesforce) it is essential that retailers can effectively provide a clean, seamless and convenient experience for customers across channels.

Driving Streamlined Operations

Real-time availability across channels is a requirement to compete with large eCommerce retailers. Customers desire the ability to instantly purchase, or identify a channel for them to purchase at their convenience. Product visibility across channels allows retailers to fulfill a sale wherever the customer wants.

Research by customer experience experts Zendesk shows that 87% of customers believe that brands need to put more effort into providing a more seamless and consistent experience across all channels.

An effective order management system is critical to simplify this process, the unique combination with the ShippyPro tool allows retailers to take this a step further. Managing the fulfillment process with simplicity and complete visibility at every point. Keeping customers aware of their status and engaged in the purchase process.

A Simple Solution For A Complex Problem

Integration of tracking pricing technology, advanced API’s and a complete architecture that works around the TW system to evolve and drive brands forward in the industry across the globe. For Teamwork adding ShippyPro into the integration architecture enables increased flexibility for retailers enabling them to easily fulfill orders and have complete control over the delivery process.
Simplicity is critical on both sides of the purchase process. Data from DHL shows that retailers that provided a faster shipping service grew on average 1.6 times faster. With 62% of employees being brand champions for companies that have a simplistic approach to the marketplace. On the consumer side 61% of consumers are more likely to recommend a brand that has a simple approach.

Simplicity in the fulfillment, and purchase process is integral to the Teamwork solution. The TW & ShippyPro integration is representative of the Teamwork ecosystem as a whole, Omnichannel is a challenging ask, demanding complete synchronization into their approach to the marketplace.

Understanding The Customer

Retailers have to work harder to build relationships with customers across multiple channels. With such a wide range of visibility it is critical to have a comprehensive view of customer history and orders across channels. The Teamwork ecosystem is focused on designing a connected approach to the Omnichannel retail landscape. This connection goes more than skin deep. There has to be a significant connection between customer behavior, purchase history, order status and the retailers perspective. Cross channel fulfillment can’t be flaky, this leads to friction, and ultimately loss of customers within the purchase funnel.

Want to learn more? Watch the full ShippyPro & Teamwork Webinar:
https://www.youtube.com/watch?v=ceDdp-6ASRA&feature=youtu.be

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Modern Tax Automation For Unified Retail: Teamwork + Avalara

Modern Tax Automation For Unified Retail: Teamwork + Avalara

While this may seem like an issue central to eCommerce, it will also significantly impact retailers across other channels as well. With the transition into unified commerce, fulfilling orders across multiple channels is an essential aspect of successful retail operations. With tax liability increasing for multi-state sellers, the introduction of the Streamlined Sales Tax program across the country has reduced the obstacles that remote sellers face, creating a unified system that can be leveraged to help ensure compliance. Take this free Sales Tax Risk Assessment to help determine where your sales have created a need to register to collect and remit sales tax due to economic nexus.

The Tax Barrier

Taxation has become increasingly more complex over the past few years. Market intelligence provider International Data Company (IDC) notes that technology providers are moving to provide solutions and leveraging the latest developments to simplify the tax process. AI is already being leveraged to automatically calculate taxation at the point of purchase across the U.S as well as easing the process for tax professionals to forecast and conduct risk analysis around tax issues.

Leveraging Data

Big data & analytics tools are also being used across the industry to provide professionals with insights and offer opportunities to optimize the tax decision process. IDC notes that big data and analytics will be a must have for tax software end users. Combining an existing tax software with deep dive analytics & a range of information around customer purchases.

Cloud Connectivity

The cloud will also be integral to tax trends in 2020, while tax compliance has been outpaced by other developments in cloud computing, IDC expects cloud tax software to be a critical part of business operations in the years to come. With current industry events, and the work of retailers to continue to pivot their business, brands need to be prepared for these changes by proactively investing in effective taxation solutions and utilizing a range of technologies at the point of purchase.

Modern Tax Automation for Unified Retail

Teamwork Commerce has partnered with Avalara, the leader in cloud-based compliance automation, to give you a sales tax solution that is robust and easy to configure. With a pre-built integration to Avalara, you can leverage the work we’ve completed to automate burdensome (and often error-prone) sales tax management, including calculations, certificate management and returns filing. And with over 700 integrations, you can have one tax solution across all of your retail channels and platforms. Avalara is also one of a handful of providers certified in the Streamlined Sales Tax (SST) program, meaning you may be able to qualify for free services in up to 25 states!

Find out if you are eligible for the SST program or to learn more about Avalara and how they can help your business manage the ever-changing sales tax landscape more efficiently.

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