Do You Know What Makes Your Customers Tick?
The way a consumer connects with the retailer determines whether or not that consumer will become a customer in the first place. That is important, but the first transaction is only the beginning of Customer Relationship Management. The customer that becomes loyal does so because the retailer has an understanding of what they value. In the adage, you know what makes the clock tick by looking inside. Looking at customer data, the retailer knows what makes the customer “tick.”
Understand What The Customer Values
ChainDrive is an integrated retail management solution that is capable of automatically collecting information on customer activity and providing the tools to analyze that information accurately. RFM (Recency, Frequency, Monetary) analysis provides insight by examining how long it has been since a customer made a purchase (Recency), how often they make their purchases (Frequency) and how much that customer spends (Monetary). This important information is just part of the picture, however.
When order visibility, customer history, and cross-sell opportunities are combined with a respect for the customer’s preferences, every contact is welcomed. Instead of being irritated by a volume of advertising that has no relevance, customers can ask for the types of contact they want and request the promotions they are interested in. Some want to shop in the store, others prefer online or mobile offers. Omnichannel flexibility allows optimal contact and encourages future sales. Understanding customer preferences means the retailer can offer what they value.
Give Them What They Want
Maintaining an understanding of the customer promotes loyalty. Who wouldn’t keep coming back to a satisfactory source of retail goods? Gift card and loyalty programs strengthen the relationship by providing an incentive to return and rewarding the shopper with more reasons to be loyal to the retailer. It’s a win-win relationship when both buyer and seller are happy after the transaction.
Without a practical way to understand what is making your customer “tick” there will be none of the benefits of a win-win relationship for buyer and seller.
Retailers need the tools to understand the individual customer and personalize the interaction, but the tools have to be practical. ChainDrive CRM-Clienteling software provides the practicality and ease retailers need because the component is part of a completely integrated retail management solution that is backed by professional support no matter when you call. Retailers can know what makes their customers tick because ChainDrive knows what makes retailers tick.