Disconnected Stores Compromise Customer Service
As cross-channel shopping becomes the de-facto method of choice for most consumers, it becomes critical that every customer experience strategy incorporate a unified, customer-focused approach to every transaction, whether the purchase takes place in store, online or to a call center. And since brick and mortar stores still represent the lion’s share of revenue for most retailers, the in-store experience is the area that demands the most attention.
The reality for most retailers, however, is that their stores are disconnected from their other channels and the enterprise, and as a result they are unable to provide tight connections to critical data and activities store personnel require. This lack of timely information makes it difficult for store associates to provide the level of service that is only possible when they communicate effectively and frequently with their best customers.
Breaking Down Silos to Deliver Flawless Store Experiences
To help our retail partners address these issues, Escalate Retail’s Store Experience solution connects the store to the enterprise to break down the silos that often exist between sales channels. This approach results in a complete 360 degree view of every customer in every channel, every time they visit your brand.
To fulfill Escalate’s mission to create passionate customers, we have invested heavily in bringing to market a Store Experience solution that ensures all store personnel have the tools they need to deliver personalized, relevant, and service-oriented interactions every time a customer walks through the door.
Helping Legendary Brands Deliver Legendary Customer Service
We are proud to have developed innovative Store Experience solutions for many of the gold standard customer service providers in the retail industry, including
Nordstrom,
Sephora and
Brooks Brothers. Our powerful solutions have helped these and other retailers distribute best sales practices to all stores and maximize revenue in every location.
By leveraging common business logic across all channels, these partners connect disparate systems and business processes that were a result of disjointed silos of information and with our help they now are able to provide a seamless shopping experience built around the integration of the physical store into all areas of the business.
Best-in-Class Solutions Lead to Best-in-Class Experiences
Our Store Experience solution brings together many of our best-in-class point solutions, including Escalate Clienteling, Escalate Relationship Marketing and Escalate Gift Registry. The powerful combination of these tools provides retailers with the insight required to understand customer history, affinities, tendencies and preferences, and has enabled our partners to drive such key business process improvements as:
- Customer Interaction Portals
- Sales Process Optimization
- Personalized Customer Service
- Automated Customer Books
- Cross-Channel Returns
- In Store Pick Up
Best Practices Drive Better Experiences, Higher Sales
Research shows that customers value quality interactions as much as the quality of the goods or services that they purchase. To stand out from the store down the street, retailers realize they need to provide a personalized shopping experience and tailored product offerings, especially to their most profitable customers, who often represent the lion’s share of their profitability.
However, with the high turnover rates of sales associates in the retail industry, customer service levels at brick and mortar stores often have significant room for improvement. For most merchants, establishing and maintaining connections with even their best customers is difficult. To help optimize the service connection, Escalate has worked with our retail partners to replicate the best practices of their top salespeople.
Working with the knowledge that almost 80% of revenue often comes from 20% of your customers, it is imperative that sales people are able to focus on their best customers. By building Personalized Sales Dashboards, Escalate Clienteling upgrades your salesperson’s interface with their customers throughout the entire chain:
- Comprehensive customer history
- Integrated "To Do" Lists
- Sales process assignments
- Targeted offers and promotions
Clienteling provides associates with rich customer data that offers a breakdown of past purchases and even “Virtual Closet” functionality that delivers a visual photo album of actual purchases to drive cross-sell recommendations.
Our Relationship Marketing application enhances sales and services capabilities across all channels by designing a process that guides their entire organization through the complete customer interaction dialog. These interactive dialogs provide a consistent, responsive, and relevant road map for store interactions that give salespeople every opportunity to deliver flawless experiences every time customers visit your store, and gives customers every reason to shop more and spend more.
Creating Passionate Customers
The powerful combination of tools that make up our Store Experience solution deliver insight, customer history, affinities, and tendencies that salespeople require to deliver flawless in-store experiences and help our retail partners create passionate customers and sustainable brand loyalty.
