Success in telco is so often about fine margins. The difference between closing a sale or losing out to a competitor can hinge on the smallest yet most critical of factors, such as a small disparity in price plans or a superior level of customer service. It almost goes without saying that – in a telco world so fraught with choices and complex buying options – persuading a prospect to become a customer – especially a customer who purchases more than one service or product from you - is about being able to go that extra mile to make sure consumers are given the right guidance at every stage of the buying process.
Telcos are at the forefront of businesses that need to make significant changes in the coming months if they are to keep up with the tech and connectivity advancements, consumer shopping trends and regulation changes. Experts believe that there will be 20.4 billion connected ‘things’ globally by 2020 and this alone puts a huge pressure on telecommunications companies powering everything from mobile devices to smart cities.
Make it easy for shoppers to discover the information they seek, and then lead them to the answers. Fail? They’ll leave. Our latest research study shows that when it comes to complex purchase decisions (purchases of goods and services that consumers don’t normally make every day of the week) it’s about the journey, not just the destination.
The digital conversation typically starts and ends with Millennials and Gen X. In fact, if you ask the (probably youngish) man on the street, the prediction would likely be that complex online shopping journeys and a responsive web presence is probably generated with these seemingly more tech-savvy generations in mind. But as the world continues to plug in, the rest of society is adapting and research is consistently telling us to rethink our opinions on the baby boomer generations when it comes to tech...
As online shopping becomes an increasingly dominant force in the retail world, many shopping centres are introducing ‘trip motivations’ to their environments – adding leisure activities and entertainment – such as crazy golf and escape rooms – in a bid to encourage consumer spending by driving footfall and providing them with a richer, all-round experience. Here's how...
The month of May is upon us, and with it comes the much-anticipated GDPR deadline. For retailers and telcos, GDPR is much more than a data cleanse or a one-off frustrating inconvenience, it’s an opportunity to renegotiate the terms of engagement between people, their data, and your company, whilst also throwing light on the systems you have in place to ensure you remain GDPR compliant both now and in the future.
In essence, Intelligent Guided Selling enables retailers to become truly omnichannel-ready, by comprehensively unifying every element of the customer engagement experience. It is the combative force for retailers in a perfect storm… As we touched on in our last two posts, poor productivity and diminishing consumer [...]
Productivity, and the maintenance thereof is something retailers need to think long and hard about if they intend to thrive through this turbulent time. The choice is simple, continue to live precariously amongst these gaps in consumer confidence and productivity, or take matters into their own hands and make a positive change for the better?
How can retailers tackle this issue? Conversity does the research...
The first of a three-part series, Conversity has created a paper exploring the dual challenge of addressing the decline in productivity and consumer spending alongside the leading role that intelligent guided selling and technology has to play in the future of retail.
This blog focuses on ‘The Consumer Spending Gap’, aiming to paint a picture of today’s retail world in terms of how consumers approach it, and how their behaviour has evolved in recent years.
January brought extreme cold weather, snow, and leading retailer brands from across the globe and suppliers wanting to share their innovations to New York’s annual National Retail Federation (NRF) Big Show and Expo event.
Our customer experience insider looked beyond the hype and technical jargon to highlight the trends and tech aiming to make a positive impact on customer experience. And we go further and share the challenges that are still to be addressed.