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Optimize your post-purchase customer experience to increase revenues and enhance loyalty.
81% of Retailers Plan to Have Unified Commerce within Three Years.
Unified Commerce/Customer Experience
BRP helped this retailer understand and optimize their customer Journey
Customer Experience Experts
Unique and Personalized Shopping Experience
We help you enhance your customers’ experience across channels and define your store of the future
Today’s customers are more discerning than ever before. Expectations for customer service, product assortment, and in-store experiences are elevated and continuously evolving. Engaging these well-informed, technologically-savvy customers requires thinking outside the box and a focus on a real-time retail environment. We have seen the most success and innovation when businesses have evolved beyond the traditional brick and mortar strategy and developed a comprehensive vision for engaging customers in new and exciting ways before, during and after the shopping experience. This comprehensive journey is used to plan for the store of the future as well as mobile, social, loyalty and support center customer engagement tools.
The future store must encompass both worlds – the sensory experience generally available in the physical world married with the unique and personalized shopping experience common in the digital world.
The customer experience can now benefit from technological advances such as artificial intelligence (AI), augmented reality, Beacons, WiFi, and geolocation services. However, these new technologies must be coupled with the proper customer service standards to be effective business driving solutions. These standards must be supported by a new set of key performance indicators (KPIs) and an associated support model. The physical and digital worlds are forever intertwined as we look to the future. We help you understand what your future customer engagement model and Store of the Future should look like, and create a roadmap to outline the processes and technology to get you there.
Customer Journey Mapping
Align your customer experience strategy with business goals and customer service priorities
By aligning your business processes, organizational structure, metrics, KPIs, roles, responsibilities and technologies, we help you define your customer experience strategy and roadmap.
The first step often entails a customer journey mapping and review exercise to learn how customers interact at each touch point during the customer journey. Once you understand the current and ideal communication and shopping journey for your customers, you are in a much better position to develop your strategy. We help you design and build a strategic roadmap to meet your customers’ expectations for a personalized, relevant and engaging shopping experience wherever and whenever they prefer to engage and shop your brand. This journey begins long before they actually browse and purchase – and ends long after the checkout.
Through years of studying customer behaviors and implementing customer journey strategies, we understand what influences customer decisions, how stores, mobile apps, e-commerce sites, call centers all operate, exist interdependently, as well as the newest technologies in the marketplace.
Selecting New Customer-Focused Technology
Select new customer-focused technology to enhance your business and improve brand loyalty
With a plethora of innovative new technologies in the marketplace aimed at enhancing the customer experience, it is challenging to decide which technology would have the most positive impact on your business and is feasible to implement.
Based on your customer experience strategy and current technology, we help you navigate the vendor landscape to select the right solutions to meet your needs. We work with your business leaders to understand your culture, your brand identity and your technical and customer engagement vision for the future and ensure that the new technology you choose will blend with those characteristics. We will work closely with your team to build a business case for change to support the innovation and create metrics that success can be measured against.
Enhancing Your Customers Experience
Successfully implement technology and processes that enhance the customer experience and loyalty to increase sales
We understand that the purpose of any new technology implementation is to improve customer satisfaction and drive business. Changes to your stores or business operations must align with your customer service objectives and the roll-out plan coordinated by your leadership, support organizations, marketing, merchandising, analytics, digital and stores teams. The technology you bring to the stores should help, not hinder, the stores operations and customer experience.
During the roll-out, our team works with you to train executives and staff to ensure they understand how the technology benefits the business. We will be right beside you to make sure your process and technology roadmap continues to evolve to meet your customers’ changing demands.
ABOUT BRP CONSULTING
We are a comprehensive consulting firm helping many of the most successful retailers and restaurant operators solve their business and technology problems. We focus on three key areas: IT strategy, vendor selection and project implementation.
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