Creating a Memorable In-store Customer Experience
Written by: Sue LeClaire
Saturday afternoons have become a blur of starts and stops at different retail stores. By the time I arrive home, the only evidence of how I spent the last several hours are the bags of “stuff” my kids haul out of the trunk of the car and into the kitchen to be sorted and stored. The sad truth about running errands is that nothing stands out except for the trip to the coffee shop for a mid-shopping pick-me-up. Even buying a cup of coffee has become mundane.
Contingency Campaigns – Last Minute Promotions for Last Minute Shoppers
Retailers are projected to have a happy holiday. According to the NRF, sales will increase a healthy 4.1 percent or $616.9 billion this November and December. So why not share some of the joy with your customers? Mobile is the perfect choice to quickly deliver offers and incentives to bring people into your store, suggest last minute gift ideas, or wish your customers Happy Holidays. Following are some examples of how you can make everyone’s holiday (including yours) a little brighter.
Improve Customer Engagement this Holiday Season
According to Neilsen, 86% of consumers use their mobile device for shopping related activities, anything from looking up a store location to paying for merchandise during checkout. As your customers are using their mobile devices to learn about a must-have gift or locate additional savings, don’t get left behind in the hustle and bustle of this holiday season. Improve customer engagement by making sure your brand is the first place your customers think to look for the latest and greatest holiday gifts. Following are three innovative ways you can use mobile to create a unique and engaging customer experience.
Show Your Customers You Care with Personalized SMS Messages
Customers feel more connected to retailers who tailor content based on individual preferences. According to MindFire, in a study of 650 multi-channel marketing campaigns, personalized campaigns consistently and overwhelmingly beat out static campaigns in generating a high response rate from recipients. Examples of personalized messages include informing consumers when orders are ready, loyalty status updates, Rx alerts/order is ready, credit card balances, or when someone has purchased something on their behalf in the case of a gift registry.
Delivering personalized messages based on customer attributes is a powerful way to build value. For example, a retailer might deliver a 15% off mobile coupon for lightweight dresses to their female customers in the south and wool slacks to their male customers in the north as part of a “Corporate Holiday Party Dress for Success” promotion. The more tailored the content the more connected your customer will feel resulting in increased sales.
Retailers Get the Most Out of Their Holiday Promotions
Reward the Faithful on Black Friday
Customers are standing outside your doors waiting to get in to begin their holiday shopping. Reward these enthusiastic consumers with a special incentive. Post signs directing consumers to text in to receive a mobile coupon good for today’s shopping trip only. Consumers will be excited about using their special discount as well as appreciative that you recognized their loyalty to you and reward you with an increase in basket size.