Customer Service
3 reasons for building a holistic retail CX program today (Part 2)
This second segment explores the 3 key reasons why building a holistic retail CX program matters for today’s omni-channel retailers
Introduction to holistic retail CX program (Part 1)
This segment briefly introduces holistic consumer experience (CX) program and outlines its correlation to product & brand experience for today’s omni-channel retailers
Exploring factors that influence eCommerce CX (Part 1)
This first segment briefly explores some of the key factors that influence eCommerce CX
Developing variations of reference holistic D2C (Direct-to-Consumer) solution framework – (Part 3)
This segment aims to outline how traditional CPG/FMCG manufacturing brands could develop variations of the reference holistic D2C solution framework
Designing a reference holistic Direct-to-Consumer (D2C) solution framework – (Part 2)
This segment outlines one of the many ways traditional CPG/FMCG manufacturer (and other) brands could design their holistic D2C framework
How building a holistic (Direct-to-Consumer) D2C solution could benefit traditional CPG/FMCG brands (Part 1)
This first in a multi-segmented topic briefly outlines the benefits of Direct-to-Consumer (D2C) services as well as key types of D2C solutions
How introducing a bit of retail friction could actually enhance consumer experience (CX)
How integrating retail friction alongside frictionless initiatives could actually enhance consumer experience (CX)
Internet of Warranty could be the next big disruption!
This topic aims to introduce the concept of Internet of Warranty or real-time warranty personalization service that leverages IoT technologies
How an IoT button could enhance QSR Drive-Thru customer experience (Part 2)
This second segment briefly explores the IoT button design concept, user interface (UI) & experience (UX) and potential peripheral opportunities this concept may present to value chain partners in the long run The 2nd installment continues from the first segment that introduced the how …
Want to boost Premium TV sales? Take a page from the Smartphone Industry
Every time I wander through the TV section across various retailers; a similar thought surfaces – Whilst TV technology has certainly come a long way from my grandmother’s B&W 14″ CRT… it’s overall value proposition; particularly the purchase & ownership experience hasn’t seemed to …
How smart bulbs help the assisted living
IoT devices & solutions that are ‘nice-to-have’ for some… could actually be ‘need-to-have’ for others! Consumer IoT – A tale of ‘nice-to-have’ vs. ‘need-to-have’ Consumer IoT products are akin to most other cyclic / discretionary product sets where the user’s purchase intent often has …
5 Emerging Trends – Smart Home Security
For the purposes of this post, Smart Home Security is a part of the broader Consumer Internet of Things (IoT) solutions; as opposed to Industrial IoT solutions 5 Emerging Trends 1. Smartphones & Apps are enabling adoption of simplified Home Security solutions Pop quiz: What …
Marketers – Which Millennial are you targeting?
The internet is abundant with Millennial related articles & studies; particularly their impacts on broader socio-economic changes to come The vast majority of these studies & articles we come across today seem to focus on the overall Millennial segment and their generalized attributes These include social causes, social media, …
Robotics & Autonomous Solutions in Customer Facing Environment
Autonomous & Robotic solutions have been making human’s lives easier since a better part of the 20th century Industrial Robotics are the mainstay of Manufacturing, Logistics, Supply Chain & Warehousing industries who depend on their high precision, low error margins, cost effective alternative & ‘tireless’ operation relative to their …
Role VR/AR play in Retailer’s Digital Transformation
One of the most explored technology today is Virtual / Augmented Reality Both VR/AR aim to bring an immersive & interactive experience of the virtual world to the user in their own ways With VR, the user is ‘teleported’ into a virtual world wherein all of their interactions provide a ‘realistic feel’ with …
12 retail facelift to enhance physical retail experience
This topic aims to outline 12 potential initiatives to revitalize physical retail experience for shoppers & customers
‘Loyally Rewarded’ – View on loyalty/reward programs (Part 1)
Loyalty/Reward Programs – Why? Acquisition vs. Retention studies say… statistically speaking the cost of acquiring new customers could be anywhere in the range of 5X – 15X vs. that of retaining existing ones – According to Bain & Co., 5% increase in customer retention can increase a company’s profitability by 75% – …
We now know that product demonstrations & in-person interactions are one of the best trump cards brick & mortar Retailers have over their e-commerce first counterparts
Retailers; to beat ‘show-rooming’ effect… become a showroom!
This topics looks at some of the ‘showroom’ strategies retailers can develop in order to offset the ‘show-rooming’ effect