Although “clienteling” might have a number of definitions, and myriad paths to best achieve it, it really means connecting with customers so well on every channel that they want to keep coming back. It’s not a new concept. But in the digital age when it’s easier than ever to reach consumers, it’s important to employ technology that engages the shopper and connects them with the brand, while enhancing their in-store shopping experience.
“Major retail brands have been built on that personal interaction and personalization of commerce in store,” RichRelevance chief marketing officer Diane Kegley, said. “They would recognize shoppers from a previous visit or have a record of the type of merchandise they preferred. That occurred before the digital age. Now, digital has created another set of channels to recognize those markers through a consumer ID. It’s an extension of a store using big data, monitoring social feeds and being able to respond as if standing in front of that shopper, which makes the shopper feel closer to the brand.”
Figleaves.com is seeking to make its online lingerie proposition much more intimate by focusing on personalised recommendations.
Lingerie e-commerce business Figleaves.com has made a play to become the “ultimate” online destination for lingerie and swimwear as it implements a new personalisation strategy.
The brand is working with omnichannel personalisation company RichRelevance to deliver shopper-specific, data-driven product recommendations for each customer interaction across any channel. The idea is that Figleaves.com will then be able to dynamically up-sell and cross-sell merchandise to increase sales and average order value, while creating a more engaging overall shopping experience for consumers.
RichRelevance aligns with best-in-class service and technology providers including Accenture, Cognizant, Demandware, hybris and Oracle to deliver a continuum of personalized customer experiences for web, mobile, call center and store
We all know that the volume of data we’re producing in our daily lives is increasing all the time. From our collective addiction to social media and smartphones, to online banking and consumption of news, we’re constantly outputting a stream of tiny data points to companies that provide us with services.
Although this may be slightly disconcerting for some, there are undoubtedly many benefits to be gained from sharing data, and from companies using it in responsible ways.
They say you can’t put a price on love, but Netflix CPO, Neil Hunt, recently put a price on the value of better recommendations for his customers, and that figure is half a billion dollars.
The High Street ‘dinosaur’ is going to bite back: those managing in-store operations will embrace new analytics technologies that make offline as smart as online. As a result, next-generation bricks and mortar stores will be equally as important and powerful as leading e-commerce sites, in terms of customer experience.” Adrian James, VP of sales and UK managing director, Walkbase.
“Virtual reality is set to take the customer experience to the next level with leading companies, including Facebook, recently making acquisitions to bolster their offerings in this area.
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