Today’s retail customer is extremely mobile and cross-channel in their path to purchase. They use a variety of touch-points to research and purchase products and services, including traditional web, mobile web and apps, email, chat, social media, online forums, physical stores, and other channels. For instance, while just 3% of… Read More →
There’s a torrent of customer and market data that’s continuously being generated for retailers and consumer packaged goods (CPG) companies. However, in many cases, line of business leaders (LOB) don’t often have access to the most current data regarding customer buying trends or market conditions.
As consumers have more channel choices than ever before, the role of the physical store has become more important than ever for providing customers with effortless experiences and earning their loyalty.
Store leaders receive a tsunami of information and tasks they have to complete on a daily basis. Not only do they have to handle basic operations, they also have to cater to the needs of today’s omnichannel consumers – e.g., customers who want to purchase online and pick up in-store –… Read More →
Customer surveys and focus groups can help organizational leaders better understand their customers’ needs and preferences. However, the responses offered by customers in these forums can often be biased as a result of how the survey questions are couched or how the respondents believe the questions should be answered.
Retailers are constantly looking for the right opportunities to combine, cross-sell or upsell products or services to consumers so as to maximize revenue lift. However, the probability for success rises dramatically when retail leaders are able to target those combinations of products that consumers are most likely to purchase based… Read More →
While price is a key consideration for many consumers in selecting their wireless carriers, many high-value and discriminating customers also prefer to be on the leading edge of smartphone innovations. Smartphone manufacturers, wireless carriers, and other industry participants can use analytics and customer data – including point-of-sale, social sentiment, survey,… Read More →
In today’s “Age of the Customer,” companies are discovering that the channels they use to engage with customers are expanding almost as rapidly as the data available about consumer behavior. Analytics to Organize Data To adequately mine the insight presented by social media posts, call center recordings, notes, text messages,… Read More →
Companies that use analytics to bolster their customer service operations realize better results when it comes to customer satisfaction, operational efficiency and financial performance compared to their counterparts that do not use analytics this way. That’s according to a recent research report from Aberdeen Group that surveyed 233 organizations about their… Read More →
Category management is a collaborative, continuous process between consumer packaged goods (CPG) manufacturers and retailers to identify, analyze, and manage a consumer’s “need state,” which is often referred to as a “category.” The discipline of category management is taking on increased importance for CPGs and retailers in the era of… Read More →