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When it comes to shopping both online and offline users prefer a personalized experience. By providing personalized experiences brands can see sharp increase in the efficiency of their marketing.
With the help of personalisation brands would be able to cut through the white noise and speak directly to each consumer. It therefore,becomes essential to understand the value of seamless online-to-offline transitions.
- MOBILE SHOPPERS CONVERT IN-STORE AND ON THE PHONE
Mobile phones are said to be one of the highly-convertible channels. They seem to have a high conversion rates in-store and on the phone. It is estimated that around 57% people are likely to visit a store, 39% are likely to call a business,and 51% have more chances of making a purchase. Mobile searches are expected to drive more than 60 billion calls to businesses.
- PERSONALIZE THE IN-STORE EXPERIENCE
Customers In-store experience can be used to build relationships and brand affinity. When you try to understand why yourcustomers come to your stores it can enable you to unlock the puzzle of how can you better personalize their visit.
- INVEST IN IN-STORE TECHNOLOGY
Beacons can help brands to interact with their consumers via their mobile device with the help of Bluetooth connection. When it comes to a successful in-store experience a helpful and well-informed staff is another important component.
- EMPOWER STORE ASSOCIATES
It is estimated that around 50% of store associates have lied to their customers since they lacked product knowledge. You need to make sure that your recruiting team has a firm knowledge of brand values and they use those as indicators of culture fit for new hires.
- MAKE SHOPPING AN EXPERIENCE
You should try and make shopping as a great experience for consumers.
- PERSONALIZE THE CALLER EXPERIENCE
When you call your consumers they expect a seamless transition that places them with the brand representative who can deliver the best service. Callers might get furious if they are confronted with a negative call experience.
- ROUTE CALLERS OPTIMALLY TO CLOSE MORE SALES
You need to make sure that you connect with your consumers quickly to the right agent or location.
- PRIORTIZE YOUR MOST VALUABLE CALLERS
You need to make sure that you priortize your most valuable callers. Try to determine from your callers analytics reports regarding the track record of generating high-converting leads and make sure that you get these callers answered right away.
- PASS INSIGHTS ON CALLERS TO AGENTS OR LOCATIONS
Marketers are seen to pass information on the caller and marketing source that was responsible for driving the call to their agents before they begin with the call. When you know the caller's online activity even before they call agents will be in a better way to anticipate caller needs, deliver a seamless online-to-offline experience and also tailor the conversation in order to win the customer.