DCR’s Guide to Holiday Personalization Pt. 1
The holiday season is upon us; how is YOUR relationship with your customers? Are you doing enough to stand out from the competition?
Forging a personal relationship with your customers can make a big difference, especially during the busy holiday season where customers are bombarded with a multitude of offers, products, and incentives. The little things can add up to big sales for your business. Here are some holiday tips to personalize your business:
- A November 2017 Accenture survey of 8,000 consumers from North America and Europe revealed that 91 percent of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
- 83 percent are willing to share their data to enable a personalized experience
Open Communication Makes A Big Difference
- 51 percent of consumers want retailers to communicate with shoppers at every step of the way during the shopping process. (2018 Last Mile Retail Study )
- 86 percent of retailers use email to inform customers about their delivery status. 38 percent using online tracking links and 33 percent using text messages. (The Retail TouchPoints Last Mile Benchmark Survey)
- 45 percent of respondents identified receiving an apology email after a poor in-store or online experience as a “cool” engagement tactic. This can be especially useful during the holidays–items may be out of stock and retailers can send an alert to notify the customer the item is now available
But Don’t Talk Too Much!
Be careful how and when you choose to communicate with your customers, especially when interacting with first-time customers. Several engagement tactics have been labelled as “creepy”:
- 41 percent disliked text from a brand or retailer when walking by a store
- 40 percent disliked mobile notification after walking by a store
- 35 percent disliked Ads on social site for items browsed on a brand website
Build A Strong Relationship With New Customers From The Start
During the holidays, businesses will attract many first-time customers due to short-term promotions and sales. The problem, is keeping these customers once the discounts and deals end. Engage with customers by connecting to them on a personal level and offering superior service to build a relationship that will last.
Your Employees Are The First-Line of Defense Against The Holiday Rush
29 percent of shoppers report feeling stress while doing their holiday shopping. Holiday shoppers want their shopping experience to be quick, painless, and as a stress-free as possible. They want speedy checkouts, attentive sales associates, and higher levels of customer service than usual. Holiday hiring is crucial to delivering a personalized shopping experience and ensuring the success of your business.
- A well-trained and motivated employee is a great deterrent against shoplifting.
- Seasonal employees should be treated like full-time employees, because that way they will put in their best efforts (during the busiest time of the year) and will keep coming back to your retail store.
Don’t Leave Last-Minute Shoppers Out In The Cold!
The weeks leading up to Christmas are the busiest time of the year for shoppers. Everyone knows someone who waits until the last minute to buy their presents–maybe you are even one of them! 38 percent of people are still shopping for gifts 1-3 days before Christmas. These ‘delinquent’ shoppers need help, so offer them easy gift options and product guides to help narrow down their choices.
Tune in next week for Part 2 of our Guide To Holiday Personalization, where we focus on the benefits of AI, speedy deliveries and timely returns, and the importance of an enjoyable online shopping experience.
It’s time to offer a better consumer and employee experience. Forget about issuing rewards or payments via cheque. Prepaid payments are the way to reward channel partners and employees for meeting sales goals, and for rewarding customers who make purchases. Combine that with the ability to monetize your payment program and everyone wins.
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