Same-store sales are looking a little flat and you need to find ways to deliver better results. There’s still a scent of the financial meltdown lingering, but you survived that crisis and it’s time to start getting the sales needle to move in a positive direction.There are only three ways you can drive sales in your stores: (1) encourage more prospects to visit your store; (2) increase your average ticket and (3) increase your conversion rate — that is, sell to more of the prospects already visiting your stores. These are the folks who visit your store but don’t buy.To a great extent retail sales has been a two-trick pony: drive more prospect traffic and increase average ticket. Driving more prospects into your stores usually requires an advertising or promotional investment of some kind, and increasing average ticket, well let’s just say that most retailers have been and continue to focus on this one — but what about conversion rate? Driving … [Read more...] about Five ways to drive customer conversion rates in your stores
We’ve all been there: trying to call our bank, GP, or utility provider, and having to press an infinite number of keys to get through to an automated voice that will make us wait on the line while letting us know that we’re number 20 in the queue. Companies claim that automating communication with the customer is making their journey much more efficient and streamlined. But is that really the case or are companies just putting a barrier between them and their customers?The broken process: using technology to replace human interactionsIt seems almost impossible nowadays for customers to get through to anyone on the phone when calling a company. Bearing in mind customers are likely to only pick up the phone when they want to sort something out quickly or they have a problem, this poor experience is probably going to have a damaging effect on brand perception and loyalty. A Times investigation for instance recently found that Britain’s Big Six energy suppliers were … [Read more...] about Is your automated technology a threat to customer relationships?
One of the most common complaints against Google's Play Store is the lack of certain content or functionality in countries outside the US. Google has been making progress in expanding access to other corners of the globe, though. You may remember, for example, that Play Books hit France just last month after Play Movies opened for the French in March and for Spain in June. Today, Google (finally) brought Play Movie rentals to Germany, much to the delight of German users who have been asking for more Play content for quite some time. Strangely, the addition of movie rentals to the German market came without an official announcement, but was confirmed by multiple Twitter users and our own readers. Giving German users even more to be excited about, Google officially announced that Google+ Hangouts On Air are now available to Germany, along with a host of other countries including Austria, Belgium, Denmark, Finland, Norway, Greece, Romania, and Senegal. Oh, and Ghana. While we can't be … [Read more...] about Google Play Movie Rentals Come To Germany, Hangouts On Air Spread Through Europe
The customer is king. And it’s clear that customer experience strategies are a driving force behind digital transformation efforts. In fact, 72 per cent of businesses say that improving this experience is the top priority, and many organisations are turning to technology to get there. Successful companies are implementing the right mix of technology and customer service processes to address customer pain points and cultivate brand loyalty, but the road to digital transformation is not without snags.Organisations are rapidly adopting new technologies, putting the customer experience in a precarious position. It’s at a breaking point; yet many won’t realise it until it’s too late. By focusing so intently on communication channels or technology, companies risk forgetting the very core of the customer experience: people.In a technology-driven world, the top priority should still be creating a relationship between the brand and individual customer, and that simply … [Read more...] about The customer experience breaking point