The 2 Sides of Customer Connection
Retail customers have ratcheted up their expectations in shopping because the technology makes it easy to do. But at the same time, retail customers want to be treated as more than a number in their interactions with a business. In fact, it would be safe to say that successful customer relationship management is a balance between the personalization of the human element and the technology that enables retailers to facilitate the process..
The Human Element that Personalizes
There’s a reason why social media is exploding, and that reason is the human element. We all have a need to feel connected to our world. Retailers have long utilized marketing strategies to do this. Loyalty clubs can provide options for text messages about promotions and custom marketing campaigns. Brand creation and targeting marketing are strategies that can be intensified with the capabilities of social media but retailers must invest in people who can respond quickly.
Businesses that lack the staff to monitor sites like Facebook can hire virtual assistants to update pages, answer questions, keep event calendars current, etc. A response from a real, live person instead of an automated reply is welcome! Brick-and-mortar stores should make sure that all online information like hours and location is accurate and that mobile devices can easily see your site. Local directories and reviews are some of the first things browsers look at, so they must be monitored regularly. Wrong information about closing time has cost many businesses customers who never came back after finding a locked door.
The Technology that Facilitates
ChainDrive CRM/Clienteling software has been developed in response to the challenges facing retailers today. It enables engagement, inspiration, connection, promotion, and the rewards that customers look for. This keeps them coming back and retains a loyal base. The benefits of that loyalty are seen in the increased amount of information retailers can access and analyze. This provides insight into buying patterns, behaviors, and trends. It also allows targeted marketing, matching customer needs with product plans and offerings.
The CRM/Clienteling component is part of an integrated retail management solution that provides the technology that facilitates the human connections your customer base seeks. The fully supported professional software suite is completely customizable, giving unique businesses the particular tools needed to keep them connected to their customers and profitable.