NRF 103rd Annual Convention & EXPO
BOSTON & NEW YORK — NRF 2014 — Ninety-two percent of companies recently surveyed by Forrester Research agreed that customer experience is a top priority, yet nearly half admitted that they don’t have the resources needed to give customers what they really want: personalization and convenience.
“Too many blind spots exist in the buying cycle today, forcing retailers to rely on assumptions, rather than analysis, to keep shoppers happy and coming back,” said Gary Ambrosino, president of TimeTrade. “Retailers are leaving too much to chance, and missing a tremendous opportunity to increase loyalty and sales.”
Shoppers are losing patience; retailers are losing money.
A survey released 60 days ago from TimeTrade found that more than 90 percent of shoppers want a more personalized experience, smarter, more helpful retail associates and faster service. In 2014, more retailers are ready to deliver exactly that.
In the past three months alone, the number of stores using TimeTrade’s Responsive Customer Engagement Platform has increased by nearly 30 percent, with more brands signing on every month to offer personal appointments, get smarter about their customers and streamline in-store operations using the staff and resources they already have.
“Retailers are finally getting serious about service and transforming how they define and measure brand experiences,” said Ambrosino. “Real-time customer intelligence and analytics are the most powerful way to personalize interactions, meet customer expectations and build long-standing relationships.”
The 2014 Crossroads: Can retailers deliver?
The pressure’s mounting: Customer service has quickly become a critical part of a shopper’s decision to purchase – or pass. In 2014, retailers need to be laser-focused on two things:
Uncovering exactly what customers want next. Gone are the days of one-for-all promos and mass mailings. Shoppers are far more likely to respond to retailers that offer customized appointments, have intimate knowledge of their shopping preferences, and on-the-mark recommendations.
Reinventing the in-store experience – which starts with sales associates. In November, Forrester reported that only 19 percent of consumers believe that retail workers are helpful and knowledgeable. Shoppers expect more. In fact, 74 percent of consumers surveyed by TimeTrade said they’d be more likely to consider purchasing additional items or higher priced items when assisted by a retail associate. And in a related survey of more than 60 of the country’s largest retailers, retail executives reported that customers spend 25-50 percent more when assisted by product experts. The key: Top-notch service, and speed.
TimeTrade gets more shoppers through the door, spending more, and on the backend, gives retailers meaningful and actionable insights into what consumers really want. The platform quickly pairs shoppers with the right sales associates, and gives retailers, including Smith+Noble and Alfred Angelo, a much deeper understanding of customer interactions – by department, staffer, store and region – to determine the ‘next best step’ follow-up, and keep customers coming back.
Today, more than 25,000 U.S. retail locations are using TimeTrade to deliver the personalized experiences that customers crave and as a result, are generating higher sales. In 2013, more than 45 million appointments were scheduled through TimeTrade.
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. TimeTrade’s Responsive Customer Engagement Platform allows consumers to connect with a brand, anywhere, anytime – and then gives companies deeper insight than ever before about what consumers want next. The result: higher sales and lifetime, repeat customers.
TimeTrade integrates easily with enterprise sales, marketing, service, CRM, and business process management systems to accelerate bottom-line business results and drive inbound sales, while enhancing customer experience and loyalty.
More than 100 million connections have been made between consumers and businesses using TimeTrade’s scalable Responsive Engagement Platform, directly translating into more than $2 billion in commerce every year.
Courtney Porcella, 617-969-9192