Marketing
April 12, 2022
•
3
min read
In-store retail is experiencing a rebound following a long period of shopper self-isolation. However, evidence shows its long-term future remains uncertain.
A report by Forrester highlights changing consumer attitudes:
- Online shopping is projected to grow to 27% of overall retail sales by 2023.
- Consumers are actively rethinking the in-store experience.
- 40% of US adults state they enjoy shopping in physical stores less than before the pandemic.
Online and offline integration was once considered separate sales channels. In recent years, this integration has created powerful new opportunities for retailers.
A hybrid Online-to-Offline (O2O) retail model bridges both channels with a single strategy. This model elevates in-store shopping with digitally enhanced experiences while providing enticing virtual environments online. As customers become more experience-driven, the gap between e-commerce and physical stores is reduced through completely re-imagined customer journeys.
Virtual shopping with live digital support
Online shoppers can instantly connect to skilled in-store staff to explore products. CINNOX provides customizable web widgets for live chat, audio, and video calls.
These tools can be leveraged for:
- Instant customer service.
- Dynamic virtual shopping experiences.
- Tailored shopping journeys activated by custom web links, which many businesses design as branded buttons or images on their websites.
Digital platforms like CINNOX connect customers to the staff members best suited to their needs. They also deliver rich customer insights.
Staff can easily nurture relationships by:
- Following up with customers over their preferred instant messaging and social media channels.
- Sending special offers and exclusive deals directly to that customer to build better relationships.
QR codes are an excellent way to bridge the divide between in-person and virtual environments. They offer instant digital connectivity through printed collaterals, including:
- Product packaging.
- Marketing posters.
- Physical business cards.
Placing QR codes on business cards transforms them into powerful communication tools. They can instantly launch channels such as live chat, instant messaging, virtual numbers, or video calls.
Strong retail relationships rely heavily on personal interactions. However, unmonitored private chats mean valuable information is lost to your business. Linking a QR code to a cloud-based omnichannel solution helps you build a 360° customer profile with minimal effort.
Humanising your brand to nurture customer relationships
Modern customers expect immediate responses to their queries. Keeping them waiting or forcing them through complicated procedures will cost you opportunities. You also risk losing those customers to the competition.
Quality of service is a critical differentiator. The right technology platform can maximize this quality through the power of data.
Staff can build close relationships through on-demand communication. They can guide customers based on:
- Unique personal preferences.
- Shopping habits.
- Detailed order history.
This ensures a fully personalized journey. Personalization is vital because 86% of customers cite an emotional connection with staff as a core reason to keep doing business with a brand.
Customer loyalty is difficult to establish, but CINNOX ensures it is harder to lose. When staff members leave or change roles, your customer conversation records remain safely within the company. This allows a new team member to:
- Easily pick up right where the previous agent left off.
- Preserve long-term business value.
- Maintain a seamless customer experience.
Better relationships lead to higher conversions
Increasing the number of touchpoints throughout the customer journey enhances overall engagement. This allows relationships to be built and nurtured over time.
It also grants your staff full access to communication histories. This access provides the critical context needed to:
- Drive business growth through long-term relationships.
- Gain deeper insights into customer needs.
- Secure higher conversion rates.
Want to learn more about how CINNOX can enable your O2O experience? Talk to us today!
