Whitepaper – Customers for Life Strategies

Customer for Life Strategies Whitepaper

By 2020 customer experience is expected to surpass product and pricing as the key business differentiator 1 , so it’s critical that companies orient themselves now towards creating and keeping customers for life if they expect to remain competitive.forbes-customer

Fostering the closer relationships and superior experience that lead to customer loyalty isn’t good just for a brand’s reputation; it’s good for its bottom line. It can have a significant impact on a company’s continued profitability, with repeat customers driving sales as well as assisting new customer acquisition. Harris Interactive’s research 2 shows that not only is it six to seven times more expensive to acquire a new customer than to keep an existing one, but that 86% of consumers will pay more for a better experience. And yet organizations on the whole are slow to wake up to the bottom-line benefits of attracting customers for life, and even slower to allocate the resources necessary to do so.

For those that have, there are a number of tools and strategies to rely on. Analytics and metrics, like customer lifetime value (CLV), can help focus retention strategies on high-value customers, while building a single view of the customer can ensure that every communication—
whether through mobile push notification, email or call-center representative—is personalized and relevant. These tools help move new customers along the path towards loyalty and repeat purchases, which, in turn, add value for businesses in terms of share of wallet and progress towards revenue growth goals.

A piecemeal approach to these goals is not enough. Too many businesses stall along the way because of the lack of internal buy-in to the investment in time, resources, technology and talent required to become a truly customer-focused organization. A lack of internal collaboration and integration of systems can leave businesses with siloed and unnecessarily duplicated data—and this can pose significant challenges to customer-for-life strategies.

In July 2014, Forbes Insights, in association with Sitecore, surveyed 312 senior executives from across North America to better sitecore-cycleunderstand how organizations nurture the customer lifecycle;
the tools used, the strategies employed and the decision makers involved—and where gaps exist between intention and  implementation. Respondents hail from industries as varied as au-
tomotive, travel and leisure, manufacturing and the financial sector.

Their answers shed light on how well understood the concept of customer experience is, how it has been prioritized and
implemented in practice, and the challenges posed along the way. It provides important insight for any organization interested in moving away from a transactional model towards a customer-centric one—and practical recommendations for how to go about it.

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More information from SiteCore in additional Whitepaper

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Wincor Nixdorf Helps Retailers Automate Point of Sale and Optimize Cash Handling

AUSTIN, TX (PRWEB) December 16, 2014 — New Technology and Services, to be Unveiled at NRF in New York, Provide a Seamless Experience for Shoppers and Merchants

Source: www.prweb.com

The new BEETLE /moPOS solution is designed to offer the best of both worlds. It provides the power and functionality of a traditional POS terminal and the mobility to serve customers anywhere and at any time. The tablet (8.3” and 10.1”) is based on Intel’s latest processor technology that runs a Microsoft Windows 8.1 or an Android 4.4 operating system. It enables retailers to run their current Windows-based POS and Merchant Management applications, or implement a new App-based solution suite.

The Automate 2015 Show in Chicago

Organizers – Association for Advancing Automation (A3) and its trade associations, the Robotic Industries Association (RIA), AIA – the global association for vision and imaging, and the Motion Control Association (MCA)

Source: www.automateshow.com

Automate is the largest solutions-based showcase of automation technologies in North America. Formerly the International Robots, Vision & Motion Control Show which dates back to 1977, Automate now demonstrates the full spectrum of automation technologies and solutions for a broad array of industries. The show is held once every two years.

Target Turns Its Stores Into One Big Mobile Game for the Holidays – Adweek

After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.

Source: www.adweek.com

Google helped create a mobile website with six mini-games. The campaign was created by creative agency 72andSunny with Psyop and Stinkdigital as the production partners.

Simon and eBay ‘connect’ for new mall experience | RetailingToday.com

Unveiled this week the “Connected Mall” experience in Palo Alto, Calif. The installation features a “smart” directory developed by eBay for the Simon Innovation Group that elevates the shopping experience by providing consumers with a suite of services, including point-to-point navigation and personalized offers and deals.

Source: www.retailingtoday.com

Features of the new digital directory include:

  • A 72″ LCD, full HD, all-weather touchscreen viewable in direct sunlight
  • Mall maps available in 3D view, with accurate orientation of the shopper within the mall to their exact location, including the direction he/she is facing
  • The option to browse through the interactive map, events, services and store deals, also allowing a shopper to search for what they are looking for by touching multiple categories (food, services, retail, restroom, etc.) Upon selection of a specific store or service needed, the interactive map will highlight its location and the best route
  • The shopper can then push the directions to their mobile phone and follow the recommended path to their selected store (international mobile numbers are accepted)
  • A “today” button that highlights events and deals happening on that specific day
  • Handicap feature allows the shopper to shift the orientation of the map and menu, creating a more easily accessible experience

New vending machine kiosk at ASU dispenses prescriptions, not snacks

TEMPE – Arizona State University students who are tight on time and limited on transportation will often get their calories from a vending machine. Now they can get their medication in much the same way. The InstyMed machine at the Tempe Health Center is the first in Arizona, and ASU is only the second university […]

Source: cronkitenewsonline.com

Instyed out of Minneapolis.  Based in: Eden Prairie, Minn. Founded: 10 years ago. To date: Has filled 2 million prescriptions. To use a machine: One must be a patient at a health care facility with a dispenser. Video story.

Revel Secures $100 Million in Funding, Company’s Goal Is To Go Public | News | Vertical Systems Reseller (VSR)

Revel recently launched the world’s largest iPad POS deployment with installations at 700+ Smoothie King locations, and serves large grocery, retail and restaurant establishments including Dairy Queen, Goodwill, Pizza Patron and many more.   Revel has now been formally established as the leader of the new generation POS industry across both SMBs and enterprises.

Source: vsr.edgl.com

Has to give people like NCR and IBM/Wincor in particular pause.

Vending machines kiosks at ASU dispense medication

Arizona State University students are used to grabbing potato chips or pop from vending machines – but prescription drugs will be something new. In a few weeks, students on the Tempe campus will be able to purchase certain medications from a machine made by the company InstyMeds. Officials call this is the first machine of its kind in Arizona and say it will help students access their medications more easily.

Six tips for becoming EMV compliant

With the liability shift now less than a year away, it’s time for retailers to get serious about their compliance plans.

Source: www.retailcustomerexperience.com

background on EMV by Laura Miller covering many points with EMV compliant.  Data breach is twice a day alert.  Devices and transactions in the field for most part only populate a system which at some point is compromised. Internal systems, your vendors and your employees for that matter comprise the target.

Best Buy Express kiosks dispense electronics — and lots of profits

You might have seen those Best Buy Express kiosks at airports and train stations around the country. These souped up vending machines don’t dispense Cheetos and gum but rather premium Beats headpho…

Source: blog.sfgate.com

According to a source close to Zoom, Best Buy Express generates anywhere from $10,000 to $50,000 a month per kiosk. Do the math and that means the consumer electronics retailer, based in Richfield, Minn., generates roughly between $20 million and $120 million a year in sales off those machines.

ATV CEO: Automated Retailing On the Move in US, Kiosks Taking Off – Video – TheStreet

Businesses are seeking more touch points while customers are demanding immediate gratification and this is leading to increased demand for kiosks, said Shannon Illingworth, CEO, AVT Inc. Illingworth said his freestanding kiosks supply hot foods and high-end goods to shoppers in a hurry. He added that less people are using cash so his machines now accept credit cards, PayPal and Google Wallet. ATV currently has carpet cleaning kiosks in Wal-Mart, as well as Opticwash kiosks in Las Vegas hotels. F

Source: www.thestreet.com

Good interview with AVT Illingworth

InComm Partners with GRUPO BB E MAPFRE to Offer Unique Alternatives to Purchase Insurance in Brazil

–InComm, a leading provider of integrated point-of-sale technology solutions to retailers, is pleased to announce a partnership with GRUPO BB E MAPFRE, the number one multinational insurer in Brazil, to launch the project “Família Sempre Protegida”, a program that will enable consumers to purchase selected types of insurance from local vending machines and…

Source: insurancenewsnet.com

InComm insurance vending developing product in the South America