BOSTON, MA — July 17, 2013 — A new study just released from Cisco shows consumers clamoring for more personalized shopping experiences. That’s the number one reason why many of the world’s largest retailers are turning to TimeTrade, the company changing the way consumers and brands interact by offering an unexpected, human connection the moment customers have a need.
“Our worlds are colliding – business with personal; virtual with physical. The only way retailers can consistently meet the evolving needs of consumers is to be within arm’s reach – anytime, anywhere,” said Gary Ambrosino, President of TimeTrade. “We’re making that possible by putting customers at the center of their brand experiences – with an open invitation to connect, on demand, with someone who can help them find what they need, when they need it.”
Best Buy and J.Crew are among the eight major retailers that have selected or begun to roll out TimeTrade’s customer engagement platform in the past six months to offer customers new, convenient ways to connect. But that’s not the only reason retailers are signing on.
Four More Trends Putting Pressure on Retailers
With instant access to what seems like endless options, competing on price – and even quality these days – is a losing proposition, especially with increased adoption of:
- Mobile. Smartphones and tablets have completely changed when, where and how consumers shop. U.S. consumers spent $23.72 billion on mobile devices (tablets, smart phones, etc.) in 2012 and according to eMarketer, mobile sales will hit $37.44 billion in 2013, and are expected to reach $86.86 billion by 2016. Retailers that are able to effectively engage with mobile shoppers and establish personal connections will increase browsing-to-buying conversion, and the likelihood of repeat business.
- Self-Service. Cisco’s survey of more than 1,500 consumers found that 52 percent prefer self-service options to avoid waiting in line. And plenty of people abandon items when lines are too long. The best experiences eliminate the waiting, and help customers find-and-purchase what they’re looking for as quickly as possible.
- Omnichannel. Consumers are more connected, through more ways, than ever before. Retailers need to provide seamless, consistent customer experiences across online, mobile and in-store channels. But the key is staying connected well beyond a single sale.
- Showrooming. In today’s modern retailing, showrooming is a reality. Retailers have to make it as easy as possible for consumers to find-and-purchase products, and build brand loyalty by providing exceptional experiences customers can’t find elsewhere.
Customer service and outstanding, personalized experiences – every time, everywhere, on every device – offer the biggest opportunity for retailers to truly stand out and deliver on their brand promises.
Market-leading retailers, including three of the top 5 U.S. department stores, four of the top 12 U.S.-based retailers, and one of the top 2 home improvement stores are using TimeTrade to open doors, quite literally – moving consumers from browsing online, to scheduled, walk-in experiences that dramatically increase customer satisfaction and lifetime value.
Read this short market brief to learn more about the top trends that are driving retailers to improve the customer experience.
The world’s most well-respected brands in retail, banking and industries worldwide use TimeTrade to deliver on their brand promise of a truly personalized customer experience. By putting customers at the core, TimeTrade customers have increased sales, dramatically improved customer loyalty, and streamlined their operations.
More than 80 million connections have been made between consumers and businesses using TimeTrade’s scalable Customer Engagement Platform, directly translating into more than $2 billion in commerce every year.