Mike Maher, co-founder and CEO of Taylor Stitch and Aura Nelson, senior manager consumer insights for Wolverine Worldwide took time to talk customer feedback with RetailOperationsInsights.com, covering everything from what can be accomplished with customer surveys to the best way to analyze the data they generate to make better customer-informed buying decisions.
In the age of the consumer, every retailer must create the exceptional Amazon-like service experiences that consumers have come to expect or risk going out of business.
Amazon has achieved massive growth through a simple yet strategic business concept: the flywheel. However, the problem with a flywheel is that when one part breaks down, the overall system can fail rapidly. At least one of the core pieces of Amazon’s flywheel—the customer experience—is already under pressure. While this may have profound consequences for Amazon, there are larger implications for the rest of the eCommerce ecosystem.
Delivering exceptional customer care in a world where most consumers expect to be able to pick up where they left off when they contact customer service isn’t easy. Consumers want a seamless experience when they need support, and they are quick to both reward and punish retailers based on their performance.
The best retailers in the world are also the best marketers. Their strategies include smart, on-demand mobile couponing to drive increased foot traffic and incremental revenue. But they need the right technologies to make it happen.
Retailer Innovation Award recipients aren’t just doing something new, they’re reaping the business reward for the execution of their innovation.
As he considers investments in technology and services, it’s clear that Scott Emmons assumes the customer’s vantage point. He’s fast to marshal resources and execute on innovation that promises to drive Neiman Marcus forward. Em- mons demonstrates an understanding of what it means to combine brave decision making with disciplined execution. He invests for the long term, rather than getting bogged down with near term challenges to implement new tech. Emmons is also very start-up friendly, acting as a helpful partner in bridging the gap between fast-moving tech companies and a more traditional company environment at Neiman Marcus.
Planet Retail details how mobile technologies enable meaningful customer experiences and how retailers must evolve to keep pace.
A Q&A With Matt Pillar & Lina Yang I Director, Hershey’s Advanced Technology & Foresight Lab
Why is Hointer’s Nadia Shouraboura so hell-bent on bringing big changes to the in-store experience?
We know customers. They don’t like to wait or be disappointed. And they expect exceptional service across all interaction channels. That’s why you need a customer care partner that acts as a true extension of your brand—one that provides a continuous and memorable customer experience at every touchpoint. Our customer service agents are 100% commerce-focused, and have the training and expertise to provide customers with the type of omnichannel experiences they’re seeking.
InComm, a leading prepaid product and transaction services company, recently announced it will exclusively provide a comprehensive gift card and prepaid program to Wakefern Food Corp., adding another grocer to InComm’s expanded network.
A recent study commissioned by Aptos and conducted by GatePoint Research explored retail executives’ top priorities for technology investments that will help keep their stores relevant in the digital era. The research revealed that retailers perceive they are facing a multitude of pressing challenges, and consequently they have identified different priorities that will clearly compete for attention, resources and budget.
Prepare yourself for the new retail. In 2016 IBM surveyed 1,500 U.S. consumers aged 13 to 60+ to (1) find out what today’s consumers consider most important when choosing where to shop and (2) compare those results to a similar study done in 2011.