WFM: Key To The Customer Experience

By Rochelle Schard, Infor WFM Workbrain

The economy is showing signs of improvement, or is it? The holiday season will prove to be better than last year, or will it? It seems each week we get conflicting indicators on where the economy is going and what it means for retailers. It’s no wonder that technology investment choices for 2012 are across the board, or are they?

Let’s look at a simple “selling process” for the average retailer. There are four basic components: understanding the customer’s buying habits, creating a strategy to capitalize on those habits, picking the right merchandise at the right time, and maximizing sales, regardless of the economy. It is also important for retailers to deliver a consistent customer experience across every channel or customer touch point. A recent Google survey indicates that about 8 out of 10 shoppers are researching their purchases online before they enter the store. Of those, only 41% are buying online, while 51% are buying in the store. And those buying in the store are spending 82% more per transaction.