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As a retailer, how can you exceed customer expectations and beat the competition time and time again? Optimal customer engagement is critical here. Customer engagement means more than just interacting with customers. Customer engagement means arousing interest and putting the customer first. It means making your customers feel like everything revolves around them. How can you achieve that? By constantly surprising them and adding them to your fan club.
There are four elements that play an essential role when it comes to surprising your customers.
1. Be Personal
You need to know everything about your customers to be able to respond as effectively as possible to their wishes.
2. Think Borderless
Stop thinking in terms of channels. After all, the customer journey takes place both online and offline. If you stop thinking in terms of channels, you can approach your customers using an omni-channel strategy based on a single version of the truth.
3. Stay Connected
Make sure you are connected to your customers at all times. This enables you to collect large quantities of data and convert them into useful insights. You can then use that data to address your customers personally at every stage of their journey.
4. Take Control
The fourth success factor is being in control. Do you need a clear view of your customers and complete control over your stock and the supply chain? If so, you need to create a solid technical and organisational foundation.
These four conditions form the foundation of our vision of how retailers can remain successful in a rapidly changing world. We help your organisation excel in all these areas.