The digital shelf is the ecosystem of how consumers interact with brands and retailers to discover, research and purchase products. To win there and convert more buyers, brands must provide consistent, relevant and up-to-date product information across digital touchpoints, including stores, ecommerce, DTC and social.
Opting for full third-party delivery for grocers came with many short-term advantages, allowing them to offer e-grocery solutions overnight. But this lucrative solution may not be sustainable for grocers who intend to make online an important part of their business. Owning the full omnichannel experience pays long-term dividends.
Today’s ecommerce architectures are fragmented and disconnected. There are many important components to plug gaps and make customer experiences consistent, with an infinite number of journeys. Creating connected customer experiences that are personalized across all channels takes time, but doing it right is critical.
I’ve been discussing the topic of customer experience (CX) with quite a few companies over the last several months, and have been repeatedly drawn into the omnichannel versus multichannel debate.
On the surface DTC seems like a no-brainer: Cut out the middleman, increase margins, gain customer insights in an increasingly crowded retail marketplace. However, this pivot will still be difficult for larger brands. Let’s take a look at some of the roadblocks and lessons retailers can learn from those who have been successful.
Advances in AI-based personalization technology let retailers tap into vast amounts of customer data. Analyzing it allows you to create personalized experiences that help secure customer loyalty. However, this exercise requires a clear strategy that should be based on a robust technology platform.
“Say digital – say it again – I dare you!” It’s not enough for businesses to simply embrace digital for customer service. To drive true digital ROI, they must deliver interactions that actually anticipate and understand customer needs. Here are some ways to go beyond just saying “digital” to creating true cross-channel engagement.