Within 5 Years, 75% of Retailers Plan to Identify Customers when they Walk in the Store

/
Unified Commerce is the evolution of both multi-channel and omni-channel retailing that provides a seamless experience in the store, on the Web or anywhere customers choose to shop. The key Unified Commerce initiatives, such as enhancing customer engagement, collecting and analyzing customer behavior, and personalizing the experience, are the top priorities for retailers, as evidenced by the results from the Boston Retail Partners 1st Annual CRM/Unified Commerce Benchmark Survey.

Gaining Ground in the Retail Battle Against Amazon

/
When it comes to offering competitive prices, convenience, and a superior customer service experience, many traditional brick and mortar businesses are struggling to keep up with intermediating retailers like Amazon and Google. As these industry giants have drastically raised the bar in terms of customer expectations and satisfaction metrics, the remaining marketplace players are left strategizing on how to stay relevant to consumers. Under this industry backdrop, there are a few strategic elements for retailers to prioritize when fashioning their competitive approach to remain contenders in the retail game.

Tire Kingdom® – Customer Service on Steroids!

/
Imagine this experience at your local tire store... You drive in with a problem with your tires or brakes or something else and when you are greeted by the salesperson, they can immediately show you what the good, better and best prices for the products you need based on your vehicle make, model and year - without even asking you any questions about your car. How is this possible?

Getting the Bang for your Loyalty Program Buck—Part III

/
Prioritization Matrix – The Secret Weapon to Finalize Loyalty Program Details So you are a retailer, and you have already set a loyalty program strategy and established its attributes and offerings as per Part I and Part II of this series. The good news is that you are now just one step away from implementation of a successful, effective loyalty program. At this point, even though strategizing has significantly narrowed the options, you are likely torn between loyalty program alternatives. Enter the prioritization matrix. This friendly tool can be extremely useful and effective in facilitating comparison and ranking between functional choices.

Getting the Bang for your Loyalty Program Buck—Part II

/
Identifying the Details of the Loyalty Program After setting a high-level loyalty strategy, a retailer should then customize the key components or “the guts” of the loyalty program. Conceptually, this involves specifying key parameters that detail how the program will function. The principal program aspects that need to be determined include program structure, layers, fee structure, loyalty tier/status features, and corresponding promotional segmentation. This easy step-by-step approach can be utilized to assist retailers in the program engineering process.

Getting the Bang for your Loyalty Program Buck—Part I

/
Looking Thru 3 Lenses for Best Program Strategy The paramount importance of the consumer experience in today’s retail space cannot be denied. Customer satisfaction and customer loyalty literally go hand in hand with one another. Now more than ever, technological advancements have granted retailers an ocean of opportunity in which to interact with and build loyalty amongst their customer base. But how does a retailer navigate through the plethora of possibilities when formulating the loyalty program that’s right for them and their customer base?

Is interactive Retail a “Stalker” or a “Butler?”

/
I recently read an interesting article in The Atlantic, The Future of Retail Checkout: No Checkout at All?, that raises an interesting point about how consumers will feel as retailers collect more of their digital footprint and use this information for personalized interactions. Will customers feel like they are being “stalked” or will they value the personalized service like they would get from a “butler?”

Welcome to our new blog...

/
Welcome to the new BRP Retail Insights blog. This blog will feature insights from Boston Retail Partners’ executives and consultants on retail trends, technology, best practices, case studies and news. Basically, everything Retail!