The world of retail has changed. Fewer consumers are going to the store to shop; instead they are opting to shop online from the comfort of home. And if they do shop at a store, consumers have more than likely used the internet and cloud-based apps to research purchases before stepping foot inside a retail space. Today’s customer is looking of real-time advice, guidance and solutions using mobile apps and the internet, before going to the store or in lieu of it. A recent survey of 1004 customers on shopping technology trends and devices revealed that: 24% of consumers prefer to shop on a variety of devices and platforms, 48% prefer shopping online, and 52% prefer to receive texts from retailers about sales and product information. So how does the modern merchant tap into consumer behaviors to attract more business and boost profits?
Merchants seeking long-term success must invest in customer engagement solutions to attract and keep in contact with consumers. The mobile space is the next frontier of customer and retail engagement. Some merchants have found success through apps that integrate real-time and self-service platforms. Take for example Cachet Financial Solutions, a financial company that uses cloud-based apps to offer their customers a full suite of financial services like check-to-card loading, social media integration, enhanced self-service, cash back rewards, expedited bill pay, card-to-card transfer, a personal finance manager, and mobile messaging.
The ability to message and contact a real-time service agent in the mobile app allows Cachet Financial Solutions to communicate with customers in real-time without customers having to re-enter their personal information. This high level of interaction and availability of company representatives has attracted new clients, secured existing clients, and increase customer loyalty.
Today, the customer is in charge. Their needs, experiences, and preferences set the tone for company growth strategies. Businesses that make a personalized experience to serve customers will be leagues ahead of competitors. Companies that don’t invest in these types of initiatives will be left in the cold.
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