There has never been a more exciting time to be in the retail industry. Shopping is no longer a separate activity or a particular destination. Now some customers can do this anytime, anywhere with the help of mobile and digital platforms. But that growth requires increased customer expectations and a better customer experience.
91% of customers are more likely to shop with a brand that recognizes, remembers and provides relevant offers and recommendations.
With the help of data-driven intelligence and modern business applications, creating personalized and differentiated shopping experiences for your customers is now easier than ever.
There are three ways you can use technology to get ahead of the competition and change your customer experience:
1. Increasing customer expectations
The expectations of customers are increasing all the time but it is not a matter of customers to bring their own expectations. More and more brands provide innovative solutions to improve their customer experience, raising the bar for all.
Data is your secret weapon here. With the help of AI, you will be able to easily identify patterns in your customer data to help you determine the next best action to drive mass personal engagement.
2. Change your customer service. A woman standing in a retail store
With the shopping experience now available 24/7, customers expect a quick resolution to any issue they are facing regardless of time. With the help of Dynamics 365, virtual agents are now able to engage in personal conversations with their customers without a single line. But to really change your customer service, you need to learn from the constant issue that arises to solve them but measures in place.
A customer satisfaction dashboard, powered by AI, can give you a quick view of overall customer satisfaction and the bot topics that are driving the score. You can also view the hours you have saved through the use of a virtual agent, which makes it easier to identify the ROI of the deployment. An easy sale back to your business.
3. Create a Connected Customer Experience
In the retail sector, success depends on continuous customer experience on the web, mobile and physical storefront. The challenge for retailers lies in ensuring the same level of service and convenience in physical locations as online – from stocking the same inventory to offering personalized recommendations based on browsing and buying behavior.
Dynamics 365 Connected Store uses supervised data as customers move customers through store alerts and can improve store functionality. Being able to improve the checkout experience by triangulating additional cashiers via instant notifications, based on sensor or camera data.
Any organization —
in any industry, from retailers to manufacturers — can easily connect every day conversations and hands-on employee data to a single source of truth within external business applications. Technology is making it easier to maximize customer lifetime value by changing the 360-degree view of the customer.
Historically, a customer’s interaction with a brand
Ended the moment in which they completed a purchase and walked out the door – limiting an organization’s understanding of why or how their customers were using their products and services Huh. Dynamics 365 Customer Insights enables you to get the most comprehensive view of your customers by integrating data across diverse sources – be it transaction, behavior, or observational data – as well as market insights and real-time usage With uniquely rich profiles.
From data analysts to marketing, sales and service professionals, every employee in an organization can leverage AI-driven insights. These include recommending the next best action for powering business processes in churn risk, customer LTV, and the customer journey, which helps promote personalization and build rich relationships.