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Survey Shows Strong Demand for Omnichannel
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Re: Non invasive personalisation
  • 1/28/2014 11:27:28 AM
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@Michael That is a great idea. It would make it easy for a customer to feel 'comfortable' with the store. The fear of the unknown and the recent hype through media about privacy issues have made customers a little weary about disclosing any information that may potentially lead to an invasion of their privacy.

Re: Only 1/3
  • 1/28/2014 9:01:33 AM
NO RATINGS

Of the ones I know using anonymous data, the answer is that since the person is not identified, it is not an invasion of any type. I am not sure all would agree.

 

Re: New Tech
  • 1/28/2014 12:18:46 AM
NO RATINGS

@Michael, 

The project is with a small to medium sized chain of stores. Right now they are just looking to push information to phones, but the long term goal is to be able to provide a very custom experience for each shopper based on their buying preferences. Right now the key to the project is to find the right system that will provide some scalability for them as they grow and want to evolve the system.

Re: Only 1/3
  • 1/27/2014 11:42:35 PM
NO RATINGS

Do you think customer satisfaction isn't a good indicator of increased sales, kq4ym? I think it's safe to say that a satisfied customer is more likely to be a repeat customer, and four $100 sales in a quarter, let's say, is better than one $300 sale. 

I also think that retailers are already very aware of 'top' customers and do their best to upsell and cross-sell, so profits do rise accordingly.

Re: New Tech
  • 1/27/2014 11:35:36 PM
NO RATINGS

Please fill us in as the project progresses, bulk! 

Is this a single store? A chain? And will this just be a way to push information to phones, or will there be a personalization aspect based on the customer's preferences and buying history?

Re: Non invasive personalisation
  • 1/27/2014 11:34:06 PM
NO RATINGS

That's a good option, Phoenix, and the whole 'reach out to your friends' -- which used to be annoying and uncomfortable for both parties -- is easier to facilitate now thanks to social networks. 

I'd love to see -- and this may be idealistic -- but I'd love to see stores present discounts and special offers TOGETHER with full disclosure about what data they're collecting and how it'll be used. And they should give customers the option to set data retention periods and confirmation/follow-up intervals. 

Re: Only 1/3
  • 1/27/2014 11:29:31 PM
NO RATINGS

Opt-in is essential, tomsg, especially as retailers are working hard to avoid being labeled as creepy. I'm curious, though, about the tracking and monitoring and snooping that go on even for those customers who don't opt in. The company might rationalize its behavior by saying that the data is anonymous (we're just looking at foot traffic, not *your* feet, per se), but does that mean it's telling the whole truth?

Re: Non invasive personalisation
  • 1/24/2014 12:35:03 PM
NO RATINGS

I see the loyalty cards as the ultimate opt in.

Re: Only 1/3
  • 1/24/2014 10:21:18 AM
NO RATINGS

While the surveys seem overwhelmingly positive as far as what consumers say they wnat and do. What really needs to be studied is whether the consumer's wishes translate into real sales increases or at least customer satisfaction scores which may or may not translate into profits.

Re: New Tech
  • 1/22/2014 11:36:38 AM
NO RATINGS

@Michael, I am running into that issue right now. I am consulting with a pharmacy for instore sensors to alert their customers to deals. They are still working on getting their database issue work out, while at the same time trying to design some type of ad that will let their customers know the tech is in place and educate them on how to use it. 

 

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