Expanding your CRM with IoT means you can collect information on customers’ interactions with connected tech – not just report back on their purchases. When it comes to the connected store that means events that occur online, on mobile and other devices outside the store and inside the store itself.
At each stage of the customer lifecycle we should be using all of the customer, contextual and transaction data we have to design experiences that will not only bring people back to stores, but increase their value to brands in the long term. Optimization is the difference between sending a generic promotional message to all customers, and creating truly personalized marketing that talks to individual customers.
Current supports the digital energy and data infrastructure that gives retailers a 360-degree view of the shopping experience, and its partners' intelligent systems are revolutionizing the way marketing, loyalty and store operations professionals serve their customers.
As was highlighted by Plexure’s recent inclusion in the Deloitte Fast 50 index, while revenue growth has been ‘lumpy’, the net effect has been a truly impressive 1,625% growth rate over the past three years. We see this as further validation that our focus on Enterprise SaaS has paid off.
It makes sense for brands to be able to establish (or even influence!) emotions to increase marketing’s relevance to individual customers. With the explosion in popularity of the IoT in retail - and in restaurants - this has become a much easier proposition.
Today the reality is that the buying process is a series of events that take place across a range of channels; it’s very rare that a customer will only engage with you via one touch point. Each one of those events or interactions is an opportunity to gain valuable information about what the customer is looking for, when they’re going to buy, and the best manner in which to engage them. This is where IoT Driven CRM comes in.
Plexure's retail personalization platform now features on Microsoft's AppSource, "a destination to help business users find, try and use line-of-business Software as a Service (SaaS) apps from Microsoft and its partners."
Making decisions about what offers to personalize to which customers isn’t simple. There’s a huge number of variables to consider, and the more you account for, the better the results. So how do you work out the absolute best offer at any given moment, given the individual and their current context? Enter multiworld testing.
By using technology to support and enhance the in-store experience we get the best of both worlds; customers who get what they want via a frictionless experience, and stores getting visitors through the doors.
We're all about helping brands connect with customers, making every interaction the best it can be so everyone benefits: customers get bargains or get cool experiences; brands get more return visits to physical stores, or higher basket value from the people buying there, or better word of mouth and social cred. All that good stuff.
This infographic we put together with Microsoft gives a great overview of how bringing in real-time data to personalize customer experience is far more effective than traditional personalized campaigns which rely just on historic data.
The more data collected on an individual through various channels, the more insight brands have into what each customer wants, and the more experiences can be personalized to achieve the best possible results.
The really interesting question is not how quickly the Pokemon buzz will die, but what comes next? Where will connected experiences take us now that we’ve all had a taste? And which brands are going to pick up this proverbial Pokeball and run with it...
Plexure stands out at this show as the only partner talking about how to put the consumer at the center of the engagement, and leverage the existing digital investments inside restaurants into one seamless hub.
While some vendors are looking at basic loyalty programs, those forward-thinking restaurateurs are looking to take advantage of some of the new capabilities that mobile devices, Big Data and analytics can provide.
Unified commerce takes omni-channel to the next level – one where channels cease to be the focus and the key consideration becomes creating a consistent, personalized customer experience through every brand interaction.
If the marketing department can't easily combine data from in-store point of sale, social media and e-commerce sites, then unified commerce's promise of a seamless customer experience isn't going to be fulfilled.