XCom Trends

XCom Trends

Customer Experience News

The Grab-and-Go Customer Experience

Connected information from IoT-based sensors, plus machine learning and analytics revolutionize the consumer and employee experience. Purchase that teddy bear after browsing the nearby action figure display and receive a discounted offer on the ninja you picked up and held the longest. How did the store know so much about you? Sensors on the bear transmitted your in-store behavior to company systems instantly. Meanwhile, cameras detected an empty space on the shelf when you picked up the bear, alerting workers in the warehouse that the store shelf needed replenishment. Workers acted faster to replace those bears because the items were positioned to shorten pick, assembly, and packaging wait times.

“Capture and analyze data including what products are flying off the shelves ─ or not ─ and which products are likeliest to be purchased together from what locations. Store managers can boost sales with the ideal product display plans. Sales managers can make more realistic pipeline predictions. Marketing can anticipate what customers want with greater accuracy. Human resources can align staffing plans to actual customer demands. Executives get the full business performance picture for fact-based decisions leading to stronger results.”

Customer Experience News

Embracing the Experiential in Retail

Staying relevant is the most important aspect of business today. If you loose your relevance for your customer, you are forgotten in a moment. The right to cry over loyalty has been long forfeited. Customer experience and experiential shopping is the new “NEW”. Customers today look beyond just transactional relationships, towards positive experiences that yields tremendous value from the company they are doing business with, and in return the company receives ardent fan following of loyal community members. This, however, is directly proportional to the kind of experiences rendered by the company, and how well they were received.

“Customer relationships with brands continue to evolve, based upon changing expectations, and desires, and impacted massively by the speed at which eCommerce develops.”

Customer Experience News

Why The Best Marketing Dollars Are Spent Improving the Customer Experience

Word of mouth has been a major driving or decision-influencing medium since time immemorial. Recently it has become more relevant as millennial have taken it upon themselves to influence buying behavior or needs for people in their 360 degrees. This hold true for other generations as well, there is a surge in recommendations if someone has a good experience, so as a good Samaritan it becomes a moral obligation to share your good/bad experiences. Moreover, these stories from the horses (person who went through the experience) mouth, become the most crucial aspect for others around them wanting to tread on the same road.

“A recent report by Stackla confirms that word-of-mouth recommendations are still by far the most credible source of advertising. Moreover, consumers are three times more likely to view content created by a consumer as authentic and trustworthy, as opposed to content created by a brand.”

Customer Experience News

Home Depot, Sephora top retail mobile app experiences

The researcher’s report suggests that a mobile app should be considered “much more than a glorified mobile site” by offering additional features that add value for omnichannel experiences, not just mobile commerce. Forrester said Home Depot’s in-app messaging center that sends offers, promotions, and design ideas without relying on the more intrusive SMS notification system is a better way to provide more personalized or contextually relevant information to mobile customers based on their interests, purchases and search history.

“Home Depot reported 28% growth in its online sales during Q3 2018 from a year earlier. The retailer attributed that increase to its efforts to create a “frictionless interconnected customer experience” as customers pick up 47% of online orders in stores.”