Sustainable customer relationships remain one of the most sought after goals for most retailers. Leading retailers have learned that a frequent shopper program itself is not enough to build sustainable loyalty. Retailers that have built a base of passionate customers have shown that loyalty can only be achieved when the retailer consistently exceeds consumer expectations. Retailers must manage the customer experience and develop mutually beneficial relationships with their customers through nurtured, personal, relevant and timely interactions.
 
  
Retail Markets Full of Choice Demand Personalization and Relevance
In today’s retailing climate full of choice, it’s becoming mission critical that every customer experience is personalized and seamlessly managed in every sales channel and every interaction.

For retailers still operating with disconnected silos of information between their different sales channels, building a loyal customer base can be challenging, if not impossible. Faced with a fractured customer view, these retailers are unable to personalize interactions in any of their channels as they find themselves either swimming in a sea of irrelevant, unorganized customer data in one channel or struggling with too little customer insight from another.

360° Customer Insight Drives Sustainable Loyalty for Industry Leaders
To help our retail partners address these issues, Escalate Retail’s Customer Loyalty solution provides a 360° degree view of the customer to build sustainable loyalty through consistent, relevant, and timely communication and outreach.

We are proud that our innovative Customer Loyalty solutions help many of the leading brands in the retail and hospitality industries, including Sephora, Brooks Brothers, Harrah's Entertainment and Wynn Hotels. Our solutions help these and other retailers develop closed-loop multi-channel marketing processes that foster continuous dialogues and build customer commitment.

Integrated Tools Drive Customer-Facing Capabilities
Bringing our best of breed point applications for Relationship Management and Clienteling together with our Contact Center tools, our Loyalty Solution enables our retailer partners to:

  • Segment their customers
  • Develop targeted offers
  • Distribute dialogues via appropriate channels
  • Monitor key life and shopping events
  • Measure results

Customer Intelligence that Builds Marketing Savvy and Better Relationships
Marketing planning and measurement in the retail industry has traditionally been limited to demographic targets and customer clusters. This approach limits the insights retailers gather from their campaigns and forces them to continuously lean only on pricing as a lever.

By tapping into behavior profiling and customer analytics, our retail partners access real-time learning, make adjustments to cross-channel campaigns, and send prioritized 1:1 offers to their best customers. Industry research has shown that sending real-time, guided inbound and event-triggered interactions are up to 10 times more effective than the traditional outbound campaigns that were sent to a broad audience.

Some of the very real results our retail partners achieve through the business intelligence capabilities native to our Loyalty Solutions include:

  • Increased Store Visits
  • Increased Transaction Size
  • Reduced Customer Attrition
  • Improved Margins
  • Higher Adoption Rates on Best Practices

Clienteling and Relationship Marketing Work Together to Personalize Every Interaction
Our best-in-class Clienteling application is typically used to build automated Customer Snapshots, which provide a comprehensive view of customer profile data and sales history complete with images of past products purchased. The web-based application also features streamlined and intuitive navigation, making it easy to access for sales professionals as well as upper management looking to view analytics on sales productivity and follow-up compliance.

Our integrated Relationship Marketing tools build a proactive communication process designed to automate best practices for their sales team around customer follow-ups (birthdays, anniversaries, new items), in-store events, service related activities (repairs and maintenance), as well as activities based on its affinity program. Several of our retail partners have successfully employed our Loyalty Solutions to drive return visits through cross-channel service-based loyalty innovation.

Utilizing our Data Mining tools, retailers gain comprehensive insight into product preferences by measuring the results of each program. Merchants, marketers, store personnel, and service agents all leverage insights, and contact center personnel are also given instant access to product preferences to make cross-selling more relevant and personalized.

Creating Passionate Customers
Real loyalty can only be established by building deep, relevant connections with your customers. Escalate Customer Loyalty solutions deliver a complete 360º view of every customer in every channel, every time they visit your brand by providing the insight required to understand customer history, affinities, tendencies, and preferences. These powerful solutions make it possible to be relevant and personalized in every channel -- a critical foundation for engendering trust and making connections.