Category: Blog

How Customer Experience Can Combat Customer Churn

Posted on by Omprasad Devadiga

Customer Experience (CX) is the sum total of all interactions a customer has with your brand. It’s the emotional journey a customer takes from initial awareness to post-purchase satisfaction. A positive CX can lead to increased customer loyalty, repeat business, and positive word-of-mouth. Conversely, a negative CX can result in customer churn, negative reviews, and lost revenue.

The Impact of CX on Customer Churn

Customer churn, the rate at which customers stop doing business with you, can be influenced by various factors, including:

  • Poor customer service: Inefficient or unresponsive customer support can frustrate customers.
  • Difficult purchasing process: A complex or time-consuming checkout process can deter customers.
  • Lack of personalised experience: Generic interactions can make customers feel undervalued.
  • Technical issues: Website glitches or app crashes can negatively impact the customer journey.

Strategies to Enhance Customer Experience

Streamline Customer Touchpoints:

  • Consistency: Ensure a consistent brand experience across all channels (website, physical store, social media).
  • Accessibility: Make your products and services easily accessible through user-friendly platforms.
  • Personalisation: Tailor your interactions to individual customer preferences.

Reduce Response Times:

  • Prompt Support: Implement efficient customer support channels (live chat, email, phone) with quick response times.
  • Self-Service Options: Provide helpful resources like FAQs and knowledge bases to empower customers.

Optimise Billing Processes:

  • Simplicity: Keep billing and invoicing straightforward and easy to understand.
  • Flexibility: Offer multiple payment options to cater to diverse customer preferences.
  • Transparency: Clearly communicate pricing, fees, and payment terms.

Incentivise Loyalty:

  • Reward Programs: Implement loyalty programs with attractive rewards to encourage repeat business.
  • Personalised Offers: Send targeted promotions and discounts based on customer behavior.
  • Exclusive Access: Offer exclusive benefits to loyal customers, like early access to new products or special events.

Collect and Act on Feedback:

  • Customer Surveys: Conduct regular surveys to gather feedback on product quality, service, and overall experience.
  • Social Listening: Monitor social media for customer sentiment and address issues promptly.
  • Analyse Customer Data: Use data analytics to identify trends and areas for improvement.

As the retail landscape continues to evolve, customer experience will remain a critical differentiator. By investing in innovative technologies, personalised interactions, and seamless journeys, businesses can stay ahead of the curve. Let’s embrace the future of retail, where customer satisfaction is the ultimate goal.

How ETP Unify’s CRM Can Help You Retain Customers and Increase Revenue

ETP Unify’s CRM module is a powerful tool to combat customer churn by fostering strong customer relationships and driving loyalty. By centralising customer data and enabling personalised interactions, retailers can significantly reduce customer attrition.

Key Strategies to Combat Churn:

  • Personalised Customer Experiences: ETP Unify’s CRM allows retailers to segment customers based on demographics, purchase history, and preferences. This enables personalised marketing campaigns, product recommendations, and loyalty programs.
    • Tailored offers and promotions can be delivered through various channels, including email, SMS, and in-app notifications.
  • Proactive Customer Support: The CRM module can help track customer interactions and identify potential issues.
    • By promptly addressing customer concerns and resolving problems, retailers can prevent dissatisfaction and maintain customer loyalty.
    • AI-powered chatbots can provide instant support and answer common queries.
  • Effective Loyalty Programs: ETP Unify’s loyalty management features allow retailers to create and manage loyalty programs that reward customer loyalty.
    • By offering exclusive discounts, rewards, and personalised offers, retailers can incentivise repeat purchases and reduce churn.
  • Data-Driven Insights: The CRM module provides valuable insights into customer behavior, preferences, and churn patterns.
    • By analysing customer data, retailers can identify at-risk customers and take proactive steps to retain them.
    • Predictive analytics can help anticipate customer needs and offer timely solutions.

By implementing these strategies, retailers can strengthen customer relationships, increase customer satisfaction, and ultimately reduce customer churn. ETP Unify’s CRM module empowers businesses to deliver exceptional customer experiences and drive long-term growth.

How AI Can Solve the Discoverability Problem for Retailers: Bridging the Language Gap

Posted on by Omprasad Devadiga

In today’s digital age, consumers have access to an unprecedented amount of information. However, this abundance of choice has also created a new challenge: discoverability. Retailers, both big and small, struggle to connect with their target audience and ensure that their products are found by the right people at the right time.

The root of this problem lies in the language gap between customers and brands. Customers often use natural language to describe their needs and preferences, while brands use product descriptions and keywords optimized for search engines. This mismatch can lead to missed opportunities and frustrated customers.

The Role of AI in Bridging the Gap

Artificial Intelligence (AI) has emerged as a powerful tool to address this language gap and improve discoverability for retailers. By leveraging advanced algorithms and machine learning techniques, AI can help retailers understand the nuances of customer language and match it to the appropriate products.

Here are some specific ways AI can be used to solve the discoverability problem:

  • Natural Language Processing (NLP):
    • Semantic Search: NLP enables retailers to understand the underlying meaning of customer queries, beyond just matching keywords. This allows them to identify relevant products even if customers use different phrasing or synonyms.
    • Sentiment Analysis: By analysing customer reviews and social media conversations, retailers can gain insights into customer sentiment and preferences. This information can be used to refine product descriptions and marketing strategies.
    • Intent Recognition: AI can identify the intent behind customer queries, whether they are looking for a specific product, seeking advice, or simply browsing. This helps retailers provide more targeted recommendations and personalised experiences.
  • Machine Learning:
    • Product Recommendations: Machine learning algorithms can analyse customer purchase history, browsing behavior, and demographic information to recommend relevant products, helping customers discover new items and increasing sales.
    • Personalised Search: By understanding individual customer preferences, machine learning can personalise search results to deliver more relevant and engaging experiences, reducing the time needed for customers to find what they need.
    • Dynamic Pricing: AI-powered dynamic pricing algorithms can optimise pricing strategies based on real-time demand, competitor pricing, and customer behavior, helping retailers stay competitive and maximise revenue.
  • Computer Vision:
    • Visual Search: Computer vision allows customers to search for products using images rather than text, which is especially useful for fashion and home decor retailers where visual aesthetics are crucial.
    • Image Recognition: By analysing product images, AI can identify relevant attributes and keywords, making it easier for search engines to index and rank products.

How AI is Revolutionising Retail Operations

Artificial Intelligence (AI) is reshaping the retail landscape, offering innovative solutions to optimise operations and enhance customer experiences. By harnessing the power of AI, retailers can gain deeper insights into their business, make data-driven decisions, and streamline processes.

  • Predictive Analytics for Enhanced Demand Forecasting: AI-powered predictive analytics empower retailers to accurately forecast demand, optimising inventory levels and preventing stockouts or overstocking. By analysing historical sales data, market trends, and external factors, AI algorithms can predict future demand with remarkable precision, enabling informed procurement, production, and pricing decisions.
  • Supply Chain Optimisation for Efficient Operations: AI is revolutionising supply chain management by streamlining operations and reducing costs. Machine learning and advanced analytics allow retailers to optimise inventory, improve order fulfillment, and minimise transportation costs, freeing up valuable time and resources.
  • Enhancing In-Store Experience with AI-Powered Solutions: AI transforms the in-store shopping experience through personalised recommendations, efficient checkout processes, and improved customer service. Computer vision can analyse customer behavior to provide tailored recommendations, while AI-powered self-checkout systems streamline the checkout process and reduce wait times.
  • Combatting Retail Theft with AI-Driven Surveillance: AI-powered surveillance systems combat retail theft by detecting suspicious behavior in real-time, alerting security personnel, and optimising store layout to address high-theft areas with targeted security measures.

The Future of AI-Powered Discoverability

As AI technology continues to advance, we can expect even more innovative solutions to the discoverability problem. Some potential future developments include:

  • Voice-Activated Search: Voice assistants powered by AI enable customers to search for products using natural language, making the shopping experience even more convenient.
  • Augmented Reality (AR) and Virtual Reality (VR): AR and VR can provide immersive shopping experiences, allowing customers to visualise products in their own environment.
  • AI-Powered Chatbots: Chatbots provide real-time customer support, answer questions, and offer personalised recommendations.

By embracing AI, retailers can bridge the language gap between brands and customers, improve discoverability, and ultimately drive sales and customer satisfaction.

6 Disruptive Forces that are Creating New Challenges and Opportunities for Retailers (Part 2)

Posted on by Omprasad Devadiga

Welcome back to Part 2 of “6 Disruptive Forces that are Creating New Challenges and Opportunities for Retailers.” In Part 1, we explored the 3 disruptives and how they are shaping the future of retail. Now, let’s delve into the remaining three.

4. Escalating Prioritization of Sustainability

Sustainability has become a top priority for consumers, businesses, and policymakers. Retailers are facing increasing pressure to adopt sustainable practices and demonstrate their commitment to environmental and social responsibility. Key trends include:

  • Supply chain transparency: Consumers demand transparency into the supply chains of the products they purchase, ensuring ethical and sustainable sourcing.
  • Decarbonization: Retailers are under pressure to reduce their carbon footprint and transition to renewable energy sources.
  • Human rights & DEI: Ensuring human rights and promoting diversity, equity, and inclusion (DEI) are becoming essential for retailers.
  • Plastic packaging: Reducing plastic waste and promoting sustainable packaging solutions is a growing concern.
  • Circularity: Retailers are exploring circular economy models to minimize waste and extend product lifecycles.
  • Food waste: Reducing food waste throughout the supply chain is a key sustainability challenge.
  • Consumer health: Consumers are increasingly concerned about the health and safety of products, leading to stricter regulations and labeling requirements.
  • Biodiversity: Protecting biodiversity and minimizing the environmental impact of retail operations is essential.
  • Resource intensity: Retailers are under pressure to reduce their consumption of natural resources.

70% of consumers feel companies should drive positive ESG outcomes

Imperatives for Retailers

To address these sustainability challenges, retailers must:

  • Build end-to-end supply chain transparency to ensure ethical and sustainable sourcing.
  • Develop circular processes to minimize waste and extend product lifecycles.
  • Create alliances with peers to share best practices and collaborate on sustainability initiatives.
  • Prioritize material issues, such as plastic reduction and sustainable packaging.
  • Measure and report their environmental and social impact to demonstrate accountability.
  • Educate consumers on how to use and dispose of products sustainably.
  • Optimize stakeholder communications to build trust and transparency.
  • Operationalize their ESG strategy to integrate sustainability into all aspects of their business.
  • Explore alternative suppliers that prioritize sustainability and ethical practices.

5. Rising Political & Economic Uncertainty

The global political and economic landscape is increasingly volatile, creating uncertainty for retailers. Key trends include:

  • Geopolitical conflict: Geopolitical tensions and conflicts can disrupt supply chains and increase costs.
  • Rising trade tensions: Trade wars and tariffs can impact the cost of goods and create uncertainty for businesses.
  • Uneven vaccinations: The global distribution of vaccines and the emergence of new variants can impact economic recovery and consumer confidence.
  • Inflation and energy costs: Rising inflation and energy costs can increase operating costs for retailers.
  • Debt and interest rates: High debt levels and rising interest rates can create financial challenges for businesses.
  • Supply chain disruption: Disruptions in supply chains due to geopolitical events, natural disasters, or other factors can impact product availability and costs.
  • Unemployment: Rising unemployment can reduce consumer spending and create economic uncertainty.
  • Cybersecurity breaches: The risk of cybersecurity breaches is increasing, posing a threat to businesses and consumers.
  • Political polarization: Political polarization can create a challenging environment for businesses and make it difficult to navigate regulatory changes.

60% of consumers are worried that war will spread globally

Imperatives for Retailers

To mitigate these risks, retailers must:

  • Build local supplier networks to reduce reliance on global supply chains and mitigate the impact of geopolitical events.
  • Hedge for cost spikes by implementing strategies to manage price fluctuations and protect profit margins.
  • Diversify global logistics to reduce the risk of disruptions and ensure a reliable supply of products.
  • Assess geopolitical scenarios to anticipate potential risks and develop contingency plans.
  • Impose price guarantees to maintain customer loyalty and mitigate the impact of rising costs.
  • Simplify in-store assortments to focus on essential products and reduce inventory costs.
  • Reduce fossil energy reliance to mitigate the impact of rising energy costs and support sustainability goals.
  • Tighten data encryption to protect sensitive customer data and mitigate the risk of cybersecurity breaches.
  • Restructure debt burden to improve financial stability and reduce the impact of rising interest rates.

6. Blurring Lines Between Sectors and Channels

The boundaries between sectors and channels are blurring, creating new opportunities for retailers to expand their offerings and reach new customers. Key trends include:

  • Consumers as products: Retailers are increasingly leveraging customer data to provide personalized experiences and sell targeted products and services.
  • From product to service: Retailers are transitioning from selling products to providing services, such as subscription models and personalized recommendations.
  • Retailtainment: Retailers are combining retail with entertainment to create immersive and engaging experiences.
  • Immersive experiences: Retailers are leveraging technologies like augmented reality (AR) and virtual reality (VR) to create immersive shopping experiences.
  • End-to-end engagement: Retailers are striving to provide a seamless customer experience across all channels, from online to in-store.
  • Bundled solutions: Retailers are offering bundled solutions that combine products and services to meet the needs of customers.
  • Self-healthcare: Retailers are expanding into self-healthcare products and services, such as wellness products and virtual consultations.
  • Gamification: Retailers are incorporating gamification elements into their shopping experiences to engage customers and drive sales.
  • Selling data: Retailers are exploring new opportunities to monetize customer data, such as targeted advertising and market research.

44% of consumers intend to spend more on experiences

Imperatives for Retailers

To capitalize on these trends, retailers must:

  • Expand the scope of their ecosystem to include a wider range of products and services.
  • Increase the range of services they offer to meet the evolving needs of customers.
  • Group products with services to create bundled solutions and increase customer value.
  • Explore sector adjacencies to identify new growth opportunities.
  • Leverage alternative models such as subscription services and rental options.
  • Identify B2B value pools to expand their customer base and revenue streams.
  • Build a retail media presence to reach new customers and monetize their audience.
  • Develop digital-first offerings to meet the needs of digital-savvy consumers.
  • Create in-store experiences that are engaging and memorable.

The retail industry is facing a complex and challenging landscape, shaped by evolving consumer behaviors, rapidly changing technologies, increasing tax & regulatory complexity, escalating sustainability priorities, rising political & economic uncertainty, and blurring lines between sectors and channels. Retailers that can successfully navigate these disruptive forces will be well-positioned for long-term success. By understanding these trends and implementing appropriate strategies, retailers can adapt to the changing landscape and thrive in the future.

How Omni-channel Retail is Bridging the Gap Between Online and Offline?

Posted on by Omprasad Devadiga

The days of siloed retail channels are fading fast. Today’s consumers expect a seamless, integrated shopping experience, regardless of whether they’re browsing online, researching in-store, or making purchases on their mobile devices. Omni-channel retail revolutionizes the customer journey by creating a unified experience across all touchpoints.

The Rise of the Showrooming Customer

Let’s face it—showrooming is a real phenomenon. Customers often use physical stores as showrooms, inspecting products, trying on clothes, and gathering information before making a purchase online, often at a lower price. This trend can frustrate retailers, but omni-channel retail offers a solution.

By embracing omni-channel strategies, retailers can turn showrooming into an opportunity to engage customers and build brand loyalty. Imagine a scenario where a customer walks into your store, picks up a pair of shoes, and is instantly greeted by a personalized message on their phone offering additional product information, styling tips, or even a discount for completing their purchase in-store. This is where ETP V5 comes in.

ETP V5: Your Omni-channel Retail Solutions Partner

ETP V5 is an enterprise-class Omni-channel Retail Solution that seamlessly integrates point of sale (POS), customer relationship management (CRM) and loyalty management, merchandise and inventory management, assortment and OTB planning, marketing and promotions planning, and business intelligence (BI). The ETP omni-channel retail software allows the scalability required for business growth. ETP V5 can be deployed comprehensively or modularly, in-premise or on the cloud, across multiple platforms, channels, and system environments.

Transforming Every Touchpoint

Omni-channel retail is not just about integrating online and offline channels. It’s about creating a cohesive journey that anticipates customer needs at every touchpoint. Here’s how omni-channel retail empowers you to transform the customer journey:

Pre-purchase

Customers often begin their journey online, researching products, reading reviews, and comparing prices. ETP V5’s robust e-Commerce platform provides a user-friendly online experience with detailed product descriptions, high-quality images and videos, and the ability to check in-store availability in real-time. Additionally, ETP V5 facilitates the development of mobile apps with features like virtual try-on tools, personalized product recommendations based on past purchases and browsing behavior, and loyalty program integration.

In-store experience

While online shopping continues to grow, physical stores remain crucial for building brand connections and offering a unique customer experience. ETP V5 empowers you to create an engaging in-store environment. The system integrates with interactive product displays, self-checkout kiosks displaying personalized offers based on loyalty program information, and equips your knowledgeable staff with mobile tablets to access customer purchase history and preferences, allowing for a more informed and personalized interaction.

Post-purchase engagement

The journey doesn’t end with the purchase. ETP V5’s marketing automation tools allow you to follow up with customers after their purchase. Personalized email marketing, SMS campaigns, and push notifications can be used to recommend complementary products, provide post-purchase care instructions, and offer exclusive loyalty program rewards.

Benefits Beyond Customer Satisfaction

Implementing a successful omni-channel strategy with ETP V5 goes beyond just satisfying customers. Here are some additional benefits:

  • Increased sales: Omni-channel retail encourages customers to purchase more frequently and spend more at each visit by providing a seamless and personalized experience.
  • Improved customer loyalty: When customers feel valued and understood across all touchpoints, they are more likely to become loyal brand advocates.
  • Enhanced data collection: ETP V5 provides a centralized platform for collecting and analyzing customer data across all channels. This data can be used to personalize marketing campaigns, optimize inventory management, and improve product development.
  • Streamlined operations: ETP V5 integrates online and offline channels, allowing for better inventory management, reducing stockouts, and improving overall operational efficiency.

The Road Ahead: Embracing the Change with ETP V5

Omni-channel retail is not a fad; it’s the future of retail. Retailers need to invest in the right technology partner to stay ahead of the curve. ETP V5, with its comprehensive omni-channel functionalities and commitment to innovation, is the ideal partner for your transformation journey.

Contact ETP Group today to learn more about how ETP V5 can help you create a seamless and engaging customer experience across all touchpoints.

Retail Trends: What to Expect in 2025?

Posted on by Omprasad Devadiga

 

The retail landscape is undergoing a profound transformation, fueled by the relentless march of technology. As we look towards 2025, the convergence of the Internet of Things (IoT), Artificial Intelligence (AI), and cloud-based solutions is poised to redefine the way we shop and retailers operate.

Gone are the days of traditional brick-and-mortar stores and online shopping as separate entities. The lines between physical and digital realms are blurring, giving rise to a new era of omnichannel retail. IoT devices are transforming in-store experiences, AI is revolutionising personalisation and customer service, and cloud computing is enabling retailers to scale their operations and respond to market demands with agility.

In this blog post, we will explore the key technological trends shaping 2025 and delve into how retailers can leverage these innovations to stay competitive and meet the evolving expectations of today’s savvy consumers.

6 Key Trends Shaping the Future of Retail:

  1. Omnichannel Excellence: Today’s consumers often use three channels during each purchasing journey. To meet their expectations, retailers need to seamlessly integrate their online and offline channels by 2025. Consumers will demand a consistent and effortless shopping experience, regardless of whether they’re browsing online or in-store. Moreover, retailers are increasingly focused on creating seamless, integrated shopping experiences across all channels. This includes leveraging technologies like mobile apps, in-store touchscreens, and AR to bridge the gap between online and offline shopping.
    Companies that successfully integrate their online and offline channels will be better equipped to cater to today’s consumers. Research shows that 81% of retailers plan to increase their digital sales channels within the next year, highlighting the importance of this trend.
  2. AI-Powered Personalisation: By 2025, AI is expected to handle 80% of customer interactions, offering personalised recommendations, 24/7 support, and optimised pricing and inventory. This will enhance customer satisfaction and drive operational efficiency, leading to increased sales and profits. AI is transforming the way retailers understand and engage with customers. By analysing vast amounts of data, AI algorithms can provide highly personalised recommendations, improve product search, and enable predictive analytics.
    AI and machine learning are driving significant sales and profit growth for retailers. Retailers using these technologies report a 2.3 times increase in sales and a 2.5 times increase in profits compared to those who don’t.
  3. Sustainability and Ethical Practices: Consumers are increasingly aware of the environmental and social impact of their purchasing decisions. As a result, there is a growing demand for sustainable and ethical products. Retailers are responding to this trend by implementing eco-friendly practices, ensuring ethical sourcing, and promoting transparency in their supply chains. Retailers that are able to meet this demand are seeing significant benefits. They are building brand loyalty, attracting new customers, and differentiating themselves from their competitors.
    In 2023, resale grew 15 times faster than general apparel; by 2028, it is expected to double, growing 6.4 times faster. (ThredUp’s 2024 Resale Report)
  4. e-Commerce and AR Innovations: e-Commerce has revolutionised the way we shop, but the online shopping experience still has its limitations. Augmented Reality (AR) is changing that by bringing the physical world into the digital realm. Virtual fitting rooms, 3D product visualisation, and interactive product demos are becoming commonplace. AR technology overlays digital information onto the real world, creating interactive and immersive experiences. In e-Commerce, AR can be used to:
    • Create virtual fitting rooms: Customers can try on clothes without leaving home.
    • Provide 3D product visualisation: Customers can see products from all angles and in different environments.
    • Offer interactive product demos: Customers can interact with products and see how they work before they buy.

    By 2025, 25% of retailers are expected to adopt Augmented Reality and Virtual Reality to enrich the shopping experience.

  5. Supply Chain Innovations: The supply chain is the complex network of organisations, people, activities, information, and resources involved in creating and delivering a product or service. In recent years, there have been a number of innovations in supply chain management that have the potential to revolutionise the way businesses operate. Two of the most important innovations are blockchain and automation. Blockchain and automation are revolutionising supply chain management. Blockchain ensures transparency and traceability, while automation improves efficiency and reduces costs.
    1. Blockchain: Blockchain is a distributed ledger technology that can be used to track the movement of products through a supply chain. Blockchain is tamper-proof, which means that it is impossible to alter or delete data once it has been recorded. This makes blockchain an ideal tool for ensuring transparency and traceability in supply chains.
    2. Automation: Automation is the use of technology to perform tasks that were previously done by humans. Automation can be used to improve efficiency and reduce costs in supply chains. For example, robots can be used to automate tasks such as picking and packing orders.

    Investments in retail automation, such as robots and automation technologies, are projected to increase by 9.3% annually from 2024 to 2030.

  6. Digital Payments: Digital payments are rapidly changing the way we pay for goods and services. Contactless payments, mobile wallets, and other digital payment methods are becoming increasingly popular, offering convenience, security, and a host of other benefits. One of the most significant trends in digital payments is the growth of mobile wallets. These apps allow users to store their credit and debit card information, as well as loyalty cards and other digital credentials. Mobile wallets can be used to make contactless payments at stores, pay bills online, and even send money to friends and family. The future of digital payments is bright. As more and more people adopt smartphones and other digital devices, the demand for digital payment methods will continue to grow. New technologies, such as biometrics and blockchain, are also likely to play a role in the future of digital payments.
    By 2025, it’s predicted that there will be 4.4 billion digital wallet users globally, accounting for over half of the world’s population.

The Future of Retail:

As technology continues to evolve, we can expect even more exciting innovations in the retail industry. From personalized shopping experiences to sustainable practices and cutting-edge payment solutions, the future of retail is bright. Retailers who embrace these trends and leverage technology will be well-positioned to succeed in the competitive marketplace of tomorrow. Many modern retailers across Asia Pacific are switching to ETP’s Omni-channel Retail Solutions and some visionary retail owners are even upgrading their systems to ETP’s Unified Commerce Retail Solutions as they get ready to meet the challenging demands and deliver the amazing customer experiences and benefits that retail consumers in the future would expect from them.

What is Phygital and Why Does Your Business Need It?

Posted on by Omprasad Devadiga

Phygital, a seamless blend of online and offline experiences facilitated by technology, is a prominent trend reshaping the retail industry. Its core objective is to create highly personalized interactions that enhance customer value and foster active engagement.

What is Phygital?

Phygital is the seamless integration of physical and digital experiences. It’s about creating immersive, personalized interactions that connect both realms and offer added value to users and customers. The goal is to maintain a smooth transition between the physical and digital worlds, fostering a natural flow that enhances the overall user experience (UX) and customer experience (CX).

Modern consumers are already masters of phygital. They effortlessly blend their online and offline shopping experiences, often browsing product reviews online before visiting a physical store or touching and feeling products in-store before making an online purchase.

How Has Phygital Technology Become an Integral Part of Our Lives?

  • Self-checkouts
  • Smartwatches and smartbands
  • Digital public transport tickets

Shoppers are willing to pay 20% more for products they can experience in 3D.

Beyond these well-known examples, countless innovative phygital solutions are reshaping our interactions with businesses. For instance, have you ever encountered digital self-ordering kiosks in fast-food restaurants? This is a common phygital experience.

Additionally, augmented reality (AR) and virtual reality (VR) are revolutionizing user experiences. Imagine virtual dressing rooms that allow shoppers to visualize clothing without physically trying it on.

How Do You Provide Great Phygital Experiences?

Creating exceptional phygital experiences extends beyond intuitive design; it demands a deep understanding of consumer behavior and preferences. In today’s competitive landscape, brands must focus on developing solutions, products, and services that allow customers to experience the brand, not just purchase from it.

A mere 9% of respondents expressed satisfaction with their in-store shopping experiences, according to IBM, while only 14% felt the same about online shopping. Businesses face the challenge of seamlessly connecting and coordinating customer journeys across both digital and physical touchpoints.

Key Elements of Great Phygital Experiences:

  • Immediacy: Actions should be swift, ensuring products and services are readily available to the right person at the right time.
  • Immersion: The consumer should be at the center of the experience. Virtual fitting rooms and interactive kiosks are examples of immersive phygital elements.
  • Interactivity: The relationship between the brand and consumer should be interactive and bidirectional, fostering emotional engagement and making interactions more convenient.

How Smartphones Are Powering Phygital Experiences?

Smartphones and mobile apps are at the core of this transformation, not only changing but also enriching phygital strategies and user experiences. Here are some examples:

  • Digital wallets and loyalty programs
  • Immersive AR/VR experiences
  • Barcode and QR code scanning
  • Streamlined self-checkout via smartphone apps
  • Autonomous stores for frictionless shopping
  • Click & collect services

How Does ETP Unify Help You Provide Phygital Experience?

ETP Unify provides phygital experiences by seamlessly integrating physical and digital channels, creating a unified and consistent shopping experience for customers. Here are some key ways it achieves this:

  • Omnichannel Integration: ETP Unify connects various physical and digital touchpoints into a single, cohesive platform.
  • Personalized Experiences: It delivers highly personalized experiences by leveraging customer data and analytics.
  • Inventory Management System: ETP’s Unified Inventory Management provides real-time inventory visibility across all channels.
  • Unified Checkout: It offers a unified checkout process, reducing cart abandonment.
  • In-Store Technology: It incorporates interactive kiosks, digital signage, and mobile apps.
  • Loyalty Programs: Integrated loyalty programs encourage repeat business.
  • Data Analytics: It collects and analyzes customer behavior to optimize offerings.

Phygital is not a futuristic concept; it’s the present. Most consumers are already navigating this seamless blend of physical and digital experiences without even realizing it.

How Can Retail Leaders Define the Store’s Role in the New Era?

Posted on by Omprasad Devadiga

The battle between brick-and-mortar and the rise of e-Commerce has been well-documented in retail for decades. Enter unified commerce: a seamless, omni-channel experience where the distinction between channels fades. But amidst the talk of e-Commerce dominance, a crucial question arises: how can stores thrive in the new era?

Once a Silo, Now the Strategic Hub: The Store

Traditionally, stores operated as independent entities, managing inventory and transactions in isolation. A unified commerce platform shatters this siloed approach. Customer data is unified across channels, and stores become strategic hubs fulfilling various roles:

Inventory Fulfillment

Stores are no longer just for browsing. They can act as mini-fulfillment centers, processing online orders for click-and-collect or same-day delivery. This reduces reliance on centralised warehouses and expedites deliveries, enhancing customer convenience.

Personalised Customer Experience

Armed with a unified customer view, store associates can personalise interactions. Imagine a salesperson greeting a customer by name, acknowledging their recent online purchase, and suggesting complementary products. This level of personalised service fosters brand loyalty and increases conversion rates.

Showrooming and Experiential Retail

While some products translate well online, others benefit from a physical experience. Stores can showcase these products, allowing customers to touch, feel, and try them on. This showrooming approach can be further enhanced with interactive displays and augmented reality experiences, creating a more engaging environment.

Returns and Exchanges

Returning or exchanging an online purchase can be a hassle. Stores can streamline this process by offering easy in-store returns, eliminating the need for customers to print labels or ship packages.

Community Building and Brand Advocacy

Stores can foster a sense of community. Events, workshops, and loyalty programs can attract customers and create a destination beyond just shopping. Engaged customers become brand advocates, promoting the brand organically and driving sales.

Challenges and Considerations

While the benefits are clear, embracing the store’s role in unified commerce presents challenges:

Technology Integration

Connecting online and offline systems requires robust technological infrastructure. Investment in robust point-of-sale systems, inventory management solutions, and customer relationship management (CRM) platforms is crucial.

Employee Training

Store associates need to be trained on unified retail commerce principles and equipped with the skills to leverage customer data for personalisation and fulfillment tasks.

Operational Efficiency

Integrating inventory across channels can be complex. Effective processes for in-store fulfillment, click and collect, and return management are essential.

ETP Unify: Empowering Retailers to Reimagine the Store

As a leading unified commerce company, ETP Group understands that retailers face unique challenges in today’s competitive landscape. Our powerful cloud-native Unified Commerce Retail Solution, ETP Unify, empowers you to:

  • Deliver Seamless Omnichannel Experiences: Provide customers with a consistent and personalized experience across all channels, from your website to your physical stores.
  • Optimize Inventory Management: Gain real-time visibility into your inventory levels across all locations, reducing stockouts and overstocking. Our intelligent inventory management tools help you optimize your supply chain and minimize costs.
  • Enhance Store Operations: Empower your store associates with the tools they need to provide exceptional customer service and drive sales. Our mobile POS systems, customer data access, and training programs equip them to handle everything from in-store sales to click-and-collect orders.
  • Drive Sales and Increase Customer Loyalty: Leverage customer data to personalize marketing campaigns, offer targeted promotions, and provide relevant product recommendations. This helps you build stronger relationships with your customers and increase repeat business.

By embracing our unified commerce retail solution and reimagining the store’s role, retailers can create a truly customer-centric experience. ETP Group is here to partner with you in this exciting journey, helping you unlock the full potential of your stores and build a thriving unified commerce strategy.

The Future of Retail: A Collaborative Experience

The future of retail isn’t about online versus offline, but rather a seamless collaboration. Stores, empowered by unified commerce, will become hubs for personalised experiences, efficient fulfillment, and community building.

ETP Group stands ready to be your trusted partner in this transformation, ensuring your stores remain relevant in the ever-evolving retail landscape.

Decoding Global Consumer Behavior: What Retailers Need to Know?

Posted on by Omprasad Devadiga

In today’s fast-paced, digitally driven world, consumer expectations are higher than ever. Retailers must adapt to meet these evolving demands and deliver exceptional experiences that drive customer loyalty and satisfaction. One key area where retailers need to excel is performance.

Understanding High-Performing Retailers

High-performing retailers are those that consistently exceed customer expectations in terms of product quality, service, convenience, and overall shopping experience. They are able to:

  • Deliver exceptional product quality: High-performing retailers prioritize sourcing high-quality products and ensuring they meet or exceed customer standards.
  • Provide outstanding customer service: From knowledgeable staff to efficient returns policies, high-performing retailers go above and beyond to meet customer needs.
  • Offer convenient shopping experiences: This includes factors like easy navigation, fast checkout processes, and multiple channels for shopping (e.g., online, in-store, mobile).
  • Create a positive brand experience: High-performing retailers build strong brand identities that resonate with their target audience and foster loyalty.

What Do Global Consumers Want?

Global consumers have a set of shared expectations when it comes to retail performance. These include:

  • Product Quality: Consumers expect products to be well-made, durable, and meet their needs. They are increasingly willing to pay a premium for high-quality items.
  • Convenience: Consumers value convenience and efficiency. They expect retailers to offer easy ways to shop, whether online or in-store.
  • Personalization: Consumers want retailers to understand their preferences and tailor their experiences accordingly. This includes personalized recommendations, targeted promotions, and relevant content.
  • Omnichannel Experiences: Consumers expect a seamless shopping experience across all channels, whether they are shopping online, in-store, or using a mobile app.

How Can Retailers Meet High Expectations?

To meet the demands of today’s global consumers, retailers must focus on the following areas:

  • Invest in Product Quality: Retailers should prioritize sourcing high-quality products and conducting rigorous quality control.
  • Prioritize Customer Service: Retailers should train their staff to provide excellent customer service and create a positive shopping experience.
  • Embrace Technology: Retailers should leverage technology to improve efficiency, personalization, and convenience. This includes investing in e-commerce platforms, mobile apps, and customer relationship management systems.
  • Create a seamless omnichannel experience: By integrating online and offline channels, providing consistent product availability, and enabling personalized interactions across all touchpoints.

How Can ETP Unify Help Retailers?

ETP Unify offers a comprehensive suite of solutions that can help retailers meet the evolving needs of global consumers. ETP Unify is a powerful cloud-native Unified Commerce Retail Solution. Built using MACH Architecture, it brings the best of Retail and e-commerce functionality to the user in one, easy-to-use, beautiful interface. With all information stored in one database, it empowers retail merchants and managers to have all the information and tools at their fingertips to serve customers across channels, helping create an amazing experience for consumers. By leveraging ETP Unify’s capabilities, retailers can:

Enhance Product Quality

  • Logistics Management System
  • Efficient Delivery: Streamlined logistics processes ensure products are delivered on time and in good condition. This reduces the risk of damage during transit and improves customer satisfaction.
  • Accurate Tracking: Real-time tracking of orders allows retailers to monitor the status of shipments and proactively address any issues that may arise, such as delays or lost packages.
  • Reduced Costs: Optimized logistics operations can help retailers reduce shipping costs and improve overall profitability.

Product Information Management

  • Consistent Information: A well-managed ETP Unify’s PIM system ensures that product information is accurate and consistent across all sales channels. This helps to avoid confusion and errors that can lead to customer dissatisfaction.
  • Enhanced Product Search: Accurate and comprehensive product information makes it easier for customers to find the products they are looking for, improving the overall shopping experience.
  • Improved Marketing: A PIM system can help retailers create targeted marketing campaigns based on product attributes and customer preferences, increasing the effectiveness of their marketing efforts.

Improve Customer Service

AI-Powered Recommendations

  • Personalized Experience: By suggesting products tailored to individual customer preferences, AI-powered recommendations create a more personalized and engaging shopping experience.
  • Increased Sales: Recommendations can upsell and cross-sell products, leading to increased sales and revenue.
  • Improved Customer Satisfaction: When customers receive relevant product suggestions, they are more likely to find what they need and feel satisfied with their purchase.

Smart Order Management System

  • Efficient Returns: A well-functioning order management system simplifies the returns process for both customers and retailers. Customers can easily initiate returns, and retailers can efficiently process them, improving customer satisfaction.
  • Reduced Errors: Automation in order management can help minimize human errors, such as incorrect shipments or processing mistakes, leading to fewer customer complaints.
  • Improved Inventory Management: An efficient system can help retailers better manage their inventory, reducing the likelihood of stockouts or overstocking, which can impact customer satisfaction.

Optimize Operations

Unified Inventory Management System:

  • Real-time Visibility: The system provides real-time visibility into inventory levels across all channels, ensuring that retailers always have an accurate understanding of their stock.
  • Reduced Stockouts: By preventing stockouts, retailers can avoid lost sales and customer dissatisfaction.
  • Minimized Overstocking: Optimized inventory management helps to prevent overstocking, which can tie up capital and increase storage costs.

Create Omni-channel Experience

  • Product Availability: ETP Unified inventory management solutions can help retailers maintain accurate inventory levels, ensuring that products are available for purchase both online and in-store.
  • Channel Integration: ETP Unify can help retailers integrate their online and offline channels, ensuring a consistent customer experience across all touchpoints.

In today’s competitive retail landscape, high performance is no longer a luxury but a necessity. Retailers that can meet and exceed the expectations of global consumers will thrive. By investing in product quality, and customer service, and optimizing their operations, retailers can create a lasting impression and drive long-term success.

Your Guide to Personalised Product Recommendations in e-Commerce

Posted on by Omprasad Devadiga

In today’s fast-paced digital age, online shopping has become the norm for many consumers. However, with the vast array of products and services available, it can be challenging to find exactly what you’re looking for. This is where the power of personalised product recommendations comes into play.

Gone are the days of generic, one-size-fits-all suggestions. Consumers now expect a tailored shopping experience that anticipates their needs and preferences. Traditional methods of compensating for digital shortcomings, such as physical store associates, are no longer sufficient to meet these rising expectations.

Fortunately, artificial intelligence (AI) and machine learning (ML) offer a solution. Recommendation engines leverage vast amounts of customer data and user behavior to predict individual needs with remarkable accuracy. By analysing factors such as purchase history, browsing patterns, and demographics, these engines can deliver highly personalised recommendations in real-time. This not only enhances the overall shopping experience but also drives customer satisfaction and loyalty.

Key Improvements:

  • Conciseness: The text is more concise and focused on the main point.
  • Clarity: The explanation of recommendation engines is clearer and more direct.
  • Stronger language: The language is more impactful and engaging.
  • Emphasis: The importance of real-time personalisation is highlighted.

Optimising Personalised Product Recommendations Across the e-Commerce Journey

Given the complexity of modern e-Commerce customer journeys, recommendation engines must go beyond individual touchpoints to deliver highly personalised experiences. Unlike established giants like Amazon and Netflix, many retailers face challenges with user registration rates. AI-powered solutions like Coveo address this by decoding user behavior to provide personalised recommendations, even for anonymous visitors.

Homepage Recommendations

  • Personalised “For You” Section: Curate a unique selection of products based on the visitor’s browsing history, purchase behavior, and demographics.
  • Featured Collections: Highlight popular or trending categories or products to pique interest and drive engagement.
  • Seasonal or Holiday Recommendations: Tailor recommendations to specific events or occasions to increase relevance and timeliness.

Product Page Recommendations

  • “Customers Also Bought” Section: Showcase items frequently purchased by other customers who viewed or bought the current product.
  • “You Might Also Like” Section: Suggest similar or related products based on product attributes, categories, or user preferences.
  • Upselling Opportunities: Recommend premium versions or add-ons to increase the average order value.

Cart Page Recommendations

  • “Frequently Bought Together” Section: Suggest complementary or related items that can enhance the customer’s overall purchase.
  • “Complete the Look” Section: Offer suggestions to create a cohesive outfit or ensemble.
  • “Bundle Deals” Section: Provide discounts or incentives for purchasing multiple items together.

Product Category Pages

  • “Best Sellers” Section: Highlight top-selling products within the category to guide shoppers towards popular choices.
  • “New Arrivals” Section: Showcase recently added products to generate excitement and encourage exploration.
  • “Editor’s Picks” Section: Curate a selection of products based on expert recommendations or unique features.

By strategically placing recommendation widgets in these key areas, you can provide a more personalised and engaging shopping experience, ultimately increasing customer satisfaction and driving sales.

Revolutionise e-Commerce with ETP Unify: AI-Powered Solutions for Unified Commerce Success

ETP Unify features AI-based Product Recommendations, enhancing the customer experience during checkout. Utilising a Matrix Factorisation Algorithm, these suggestions are founded on various interactions, considering product attributes and customer demographics. Upon selecting a customer, the model provides personalised product recommendations based on the customer’s purchase history and refines its suggestion as more items are added to the cart. These recommendations are visually presented on a dual screen for the customer to select and the cashier to add them seamlessly to the billing screen, streamlining the checkout process and facilitating upselling opportunities.

Personalised Product Recommendations:

ETP Unify’s advanced recommendation engine leverages AI to deliver tailored product suggestions to customers, enhancing their shopping experience and driving sales. By analysing customer behavior and preferences, the system provides highly relevant recommendations that increase customer satisfaction and loyalty.

How it works:

  • Matrix Factorization Algorithm: ETP Unify utilises a sophisticated Matrix Factorization Algorithm to analyse customer interactions and product attributes. This enables the system to identify hidden patterns and correlations that traditional recommendation methods might overlook.
  • Personalised Recommendations: Based on a customer’s purchase history, browsing behavior, and demographics, the system generates personalised product recommendations. These suggestions are tailored to the individual customer’s preferences, increasing the likelihood of conversion.
  • Dynamic Recommendations: As customers add items to their cart, ETP Unify’s recommendation engine updates its suggestions in real-time. This ensures that customers are always presented with the most relevant and enticing product options.
  • Seamless Checkout Experience: ETP Unify’s dual-screen interface provides a seamless checkout experience for both customers and cashiers. Customers can easily view and select recommended products, while cashiers can quickly add them to the billing screen. This streamlined process reduces checkout time and increases customer satisfaction.
  • Upselling Opportunities: ETP Unify’s recommendation engine can also be used to identify upselling opportunities. By suggesting complementary or related products, the system can encourage customers to purchase additional items and increase the average order value.

Benefits:

  • Increased Sales: Personalised product recommendations can help drive sales by guiding customers toward products they are more likely to purchase.
  • Enhanced Customer Satisfaction: By providing a more relevant and engaging shopping experience, ETP Unify can improve customer satisfaction and loyalty.
  • Reduced Checkout Time: The streamlined checkout process facilitated by ETP Unify can help reduce checkout time and improve customer satisfaction.
  • Increased Average Order Value: By suggesting complementary or related products, ETP Unify can help increase the average order value and boost revenue.

In conclusion, ETP Unify’s AI-based Product Recommendations offer a powerful solution for retailers looking to enhance the customer experience and drive sales. By providing personalised, relevant, and engaging product suggestions, ETP Unify can help retailers stay ahead of the competition and achieve long-term success.

How Customer-Centricity Fuels Success in the Omni-Channel Retail Landscape

Posted on by Omprasad Devadiga

Welcome to the future of retail, where shopping isn’t just an activity—it’s an experience. In our hyper-connected world, customers hop effortlessly between online stores, physical shops, mobile apps, and social media, expecting a smooth and personalised journey at every turn. As a leading Unified Software company, ETP Group is here to show you how to build a customer-centric business that shines in this omni-channel retail universe.

Imagine walking into a store where everyone knows your name, your favourite products, and even your latest purchases. That’s customer-centricity. It’s all about making your customers feel special, understood, and valued. In an omni-channel world, this means creating a unified experience across every touchpoint. Whether your customers are browsing your website, shopping in-store, or scrolling through your app, the experience should be seamless, engaging, and tailored just for them.

Why does providing an omni-channel experience matter?

So, why should offering an omni-channel customer experience matter to you? Before we dive in, let’s check out some eye-opening statistics that underscore the importance of an omnichannel approach.

  • Businesses with omnichannel strategies see 91% higher year-over-year growth.
  • A robust omni-channel CRM strategy retains 89% of its customers.
  • 71% of shoppers use smartphones for in-store research.
  • Omni-channel customers spend 10% more online and 4% more in-store.

These stats clearly show that omnichannel customers are more valuable, driving better revenue and business growth.

How can omni-channel retail experiences help you create more valuable customers?

Enhanced Personal Experience: An omnichannel shopping experience allows customers to interact with your brand and shop through their preferred channels. They can compare and finalise products online and purchase them in-store. This level of hyper-personalisation and seamless transition between channels leads to a superior customer experience and higher satisfaction.

Boosted Customer Loyalty: When customers enjoy a stellar experience, they are more likely to stick with your brand and continue shopping with you. This increases customer loyalty and retention. Since loyal customers spend three to five times more than other customers, offering omnichannel experiences can significantly boost your revenue.

Step-by-step Process to Create an Omni-Channel Retail Experience for Your Customers

Every omnichannel customer engagement strategy should aim to provide a consistent experience across all channels. This requires identifying and integrating all customer touchpoints to deliver a seamless, unified experience.

If this seems challenging, follow this step-by-step process to create an effective omnichannel experience for your customers.

1. Research Your Customers and Create Buyer Personas

To create an effective omnichannel experience, understand what your customers need and their preferred channels. Conduct thorough research to identify who your customers are, which channels they use, and how they interact with your brand.

For example, Gen Z and millennials may favor online channels like social media, while older customers might prefer physical stores. Balance your online and offline channels based on these insights.

Then, compile this information to create detailed buyer personas. These personas help streamline your target audience, customer segments, and marketing campaigns, allowing you to run behaviorally targeted ads that are twice as effective as regular ads.

2. Identify Customer Touchpoints and Map Customer Journey

To optimise the experience across channels, identify where your customers connect with your brand—be it organic content, search engine ads, mobile apps, social media, third-party marketplaces, offline ads, in-store, and more.

A common misconception is that more touchpoints equal more sales. While multiple touchpoints can attract more customers, it’s not necessary to be present on every channel. Instead, focus on mastering a few key channels.

After identifying major touchpoints, map out your customers’ purchase journeys. Keep in mind that 92% of first-time visitors to a retailer’s website aren’t there to buy. Consumers often take a zig-zag journey, moving between channels and touchpoints. By mapping these journeys, you can spot opportunities to deliver seamless omni-channel retail experiences and better engage your customers.

3. Leverage the Right Tools and Technologies

With the rise of technology, offering an omni-channel CRM is now more accessible. However, the key is to choose the right tools that ensure seamless data flow between channels and touchpoints.

Essential tools for an omni-channel retail experience include:

  • Live Help Tools such as Chatbots and live chat solutions
  • Customer Relationship Management (CRM) tools to collect and unify customer data
  • Operations Management Solutions for omni-channel inventory management and order management
  • Social Media Management Tools to handle interactions across social channels
  • Helpdesk Support Platforms to provide high-quality, multichannel support
  • Ad Management Tools to manage advertisements across various channels

4. Recognise Elements that Impact Omni-Channel CRM

Many factors influence customer experience. For website visitors, ease of navigation, loading time, and content are crucial. In-store, product availability, and service quality matter. Each channel has unique elements that affect the customer experience.

As an omnichannel brand, identify and optimise these elements. Monitor customer behavior closely. If many customers abandon their cart at checkout, revamp the checkout page. If store visitors aren’t making purchases, consider hiring new sales staff.

5. Collect and Analyse Customer Feedback

Mapping your customers’ journey and monitoring their behavior provides insights into their shopping experience. However, to truly understand their thoughts and feelings, collecting feedback at every touchpoint is essential.

There are various methods to gather customer feedback. Prompt customers to complete feedback forms after purchases, send follow-up emails and social media messages requesting their input and use polls or surveys to gather additional insights.

6. Cultivating a Customer-Centric Culture

The heart of a customer-centric business lies in its people. It’s about fostering a culture where everyone is committed to delighting the customer. This involves training your team to anticipate and meet customer needs, empowering them to go above and beyond in service, and constantly seeking ways to improve. Leadership plays a key role here, setting clear goals, encouraging innovation, and celebrating customer-focused achievements.

Wrapping It Up

In today’s omni-channel retail world, building a customer-centric business is a must. By embracing omni-channel, harnessing the power of data, integrating cutting-edge technology, and nurturing a customer-first culture, you can create memorable, personalised experiences that keep customers coming back.

At ETP Group, we’re excited to help you navigate this dynamic landscape and put your customers at the center of your universe. Contact us today!