Modernising customer engagement
Empower your team and business by reimagining the customer engagement experience for retail.
Benefits of a modern customer experience
Increase engagement with your brand
Connected marketing, sales, service, and content management systems provide a unified customer profile and customer insights that are shared among stakeholders to deliver consistent, engaging customer experiences.
Deliver personalised experiences
Integrated systems enable your teams to use data and insights for better personalisation and sales-stage progression.
Tailor content across social channels
Social media management is unified within and between CRM, CMS, and analytics solutions, offering a single interface to holistically track and act on insights to tailor personalised content across multiple social channels.
Owns purchase decision
- Uses personal device to research online
- Visits store to confirm experience and get advice
- Makes purchase decision in store
Location. Location. Location. To connect potential customers to new products you need to have the right message, in the right place, at the right time.
When your customers are looking for that special gift for a family member and they’re checking online social recommendations, a social ad announcing a 10% discount can be just the right attention getter that promotes more online research, which uncovers an app that offers more deals. After signing into the app, information collected personalises the shopping experience. Although the online experience has narrowed decision options, your customer prefers to see the product in person and get expert advice, so a visit is made to the retail store.
Owns customer satisfaction
Uses the latest sales technology and leverages expertise within the company to offer customers a superior in-store sales and service experience.
- As your customer enters the store, their smartphone chimes. A notification appears, welcoming them to the store and presenting personalised offers
- Using the app's in-store map, they quickly make their way to the product and summon a sales associate. The associate shows various models of the product in person and on a tablet, but the customer has a technical question
- The associate starts a video call with a technical sales specialist who points the customer towards the product that suits their needs
Owns front line operations
Picks which product to sell, engages with suppliers and partners to reduce costs, influences revenue by providing marketing with back-end insights.
Review sales KPIs
Dashboards keep KPIs at your fingertips and allow for deep dives on the fly. Combined with insights from other technologies, you can ensure that revenue targets are on-track.
For our example, the merchandising manager decides to confirm revenue status and through the KPI dashboard and quickly discovers that their newest product is under-performing. Pivoting revenue by channel, retail stores within a specific geography are identified as the issue.
When customer feedback is collected from social channels and foot traffic heat maps are overlaid, the course is corrected by scheduling more team training and by re-positioning the product kiosk.
See how our customers are modernising the retail experience
"Sitecore’s experience platform provides a robust and scalable central framework for all our brands, regions and countries.”
—Jean-Christophe Sautory, Chief Information Officer, L’Oréal S.A
"Our focus is fully on creating extraordinary experiences for our customers wherever we meet them.”
—Line Bering Larsen, International Marketing & Omnichannel Director, Bolia.com