The distinction between customer needs and desires, and why it matters
It might not exactly be “news” that a business seeking to make the right impact with its target audiences needs to place those target audiences – its would-be customers – front and centre in its priorities, if it is to achieve sustained custom, growth, and success. However, there are still all too many organisations that […]
Why is now the time for your brand to invest in guided sales technology?
The concept of guided sales is not, of course, a new one. It is what a sales associate practices in a brick-and-mortar store, in their interactions with a customer that are geared towards providing suggestions and guiding the consumer towards the product or service they may be most interested in buying (and which, crucially, will […]
A quick introduction to conversational sales, and the relevance of this approach for brands
If your retail or direct consumer brand is seeking out the most effective ways to bring in further revenue, it is worth giving some serious thought to the role that conversational sales could play in your strategy. As the “conversational” part of the term suggests, a conversational sales approach is largely concerned with – but […]
Trends in 2022: Zero Party Data & Digital Privacy
As more and more retailers and brands seek to capture consumer eyeballs online and drive traffic to their e-commerce platforms, the ability to know where customers are, what they are interested in, and where they spend their time is critical for e-commerce success. But how much of that insight are consumers truly willing to provide […]
What are clients seeking when they want Intelligent Guided Selling Solutions?
The growth of online retailing has led to a landscape filled with purchase situations where a customer needs a little bit more confidence before they are ready to buy. Product ranges are becoming more vast and technical; there are more products on offer, retailers, and ways to buy products and there are even more occasions […]
What, exactly, is Intelligent Guided Selling?
Things have changed. Consumer expectations around their purchasing habits are evolving rapidly. Many more purchase transactions are now taking place online. This transition from bricks and mortar to online is only going to accelerate as time goes on. “In the US, it is predicted that e-commerce sales will climb by 18% to reach $709.78 billion […]
For today’s telecoms companies personalised customer experience is just as important as the products they offer
It comes as no surprise that competition in the telco market has become more intense than ever. The explosive growth of connected devices has led to an increasing amount of data being handled by telco operators, leaving businesses with the significant task of working out how to manage it. At the same time, consumers are […]
Seal the Deal – Where Should Telcos be Putting Most Emphasis to Increase Sales?
In a recent research study by Conversity, ‘Supercharging personalisation: behaviour and attitudes in telco buying decisions’ questions were asked about the emphasis customers put on various touch points of the customer journey. What would make them more likely to buy? Was there such thing as too much information? In a world where customers are notoriously able to glean information they want for themselves, was there such thing as too much human interaction when making a purchase decision? Here’s what they had to say…
Millennials and Gen Z starting to reshape telco services, finds study
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.