Mobile Customer Service- The Omni-Channel Connector
Mobile is up and coming in the quest to define the omni-channel shopper who shops across devices and digital channels and the omni-channel customer experience. While retailers continue the quest to meet customers in all of the channels and on all of the devices they shop, mobile has prevailed as possibly the most critical of both channels and devices. Mobile feeds into both in-store and e-commerce customer interaction and customer service, which puts mobile in a unique and critically important position.
According to a new EConsultancy survey, only 50% of retailers believe they have a solid understanding of the mobile user experience. That means half of American retailers are looking to understand the mobile solution and the role it plays in customer-brand interaction. One of the most important components of the mobile question and the role it plays in the omni-channel shopping experience is
customer service. Mobile happens in real-time, as does customer service. It gives consumers the real-time gratification that can be the difference between great customer service and the negative customer experience that can cause retailers to lose customers. Take the plunge into omni-channel shopping through mobile customer service. With
53% of retailers planning to build a unified commerce platform in the next few years, your customer experience and customer service can’t afford to fall behind. It will accelerate your brand's customer focus and create 1:1 marketing opportunities by gaining insight into consumer behavior.
High Risk Consumer Touch Points and Demographics.
High risk consumer touch points can be risky for retailers. Customers are gained and lost when high risk touch points are not taken advantage of and result in negative consumer experiences. What LoyaltyOne's new study shows is that high risk touch-points get even higher risk when certain demographic segments are at greater risk for negative brand interactions.
Business is Booming at Boston Market
Boston Market has their biggest sales day of the year on Thanksgiving Day. They serve over one million people in that one day alone. That’s 400% more customers than usual. And now with more and more retailers opening on Thanksgiving Day, Boston Market is becoming the go to option for retailers to treat their employees that have to work the holiday. But Thanksgiving Day isn’t the only growth the restaurant chain has experienced. People are shifting away from fatty foods and have developed more of an interest in healthier menu items, such as rotisserie chicken. For Boston Market this shift has increased their sales by over 25% in the last few years. Boston Market is looking to expand in both the U.S., opening 12-15 more restaurants in 2015, and a possible international expansion in the Middle East.
View the recent interview with Boston Market CEO, George Michel here. Boston Market has been serving up fresh, home-style meals and high quality sides since 1985. With more than 490 restaurants from coast to coast, Boston Market is also one of the largest providers of catering services in the U.S. and provides same day ordering and delivery and you can even
order online! Boston Market is just one of the many fun gift card brands offered by
GiftCard Partners and fits into just about any incentive program.
Key Concepts to the ROI for Gift Cards
Gift cards are versatile and make as good an employee reward as they do a sales driver to promote your brand.
First Data has released its 2014 Consumer Insights Survey, and it shows that gift cards can do as much for sales numbers as they can for motivating employees toward organizational goals. Here are two key components from the survey.
Attracting Millennials to Incentive Programs
LoyaltyOne recently took a deep dive into incentive programs and what exactly attracted millennials to them. Their study found that the majority, falling into a range of 18-29 years old, identified in-store experience as a top factor when it came to joining grocery-store reward programs. These in-store experiences also seem to go hand-in-hand with health and nutrition.