Is there any dynamic instore map available which helps save time within the store and makes us less dependent on the sales person for any Landmark company or any company in the World?
Was my question to the panelists somewhere in between the discussion.
Redefining Consumer Engagement
This a topic which is always interesting considering Consumer is the reason why companies exist
Shruti the moderator from Images Retail ME, started the session with research indicating you can cross sell by 22% and upsell by 38%.
Though I have had the Snap chat app and account on my phone for ages but I am all thumbs when it comes to using the app.
I have no idea what to do with it or why I should?
Listening to Farimah from Snap chat was an eye opener. Apparently an individual visits the app 30 times in a day and spends an hour.
There are two types of metric they track
First how the person uses the camera, the playtime , how much they use augmented reality 60 seconds to 3-4 minutes. and second the content. Shareability, likes . there is no push and only swipe which means people choose to absorb the content.
Stanislas mentioned as an ecommerce platform, Ounass, needs to track the usual revenue, number of visits , Time spent, frequency of visits, number of times open and then retention
How people can visit their website via Snapchat where a person is aided by augmented reality.
After the sales, the post engagement, the delivery-speed, efficiency, the conditions of the goods, not damaged.
Did people share their post purchase experience Positive, negative comments and to ensure the business was not transactional.
Balasubramaniam from Max, Landmark spoke about how the engagement had changed. Earlier it was Search led and now it was content and community led.
Creator Economy is the key word.
Farimah mentioned standing in a queue waiting for a purchase, getting bored, scanning a QR code for an interactive game, which gave a special discount code by the time she reached the counter to pay.
This could be a big game changer- sorry for the pun intended, in the amusement parks, hotel check in queues and any queues including the ones to get in to public transport if it can be used by brands which could be big or brands which are small, local maybe the corner juice/ falafel shop.
Everyone agreed :
Customers are becoming brand ambassadors.
Brands can become part of the family
Check influencers for their content
Have Internal focus groups.
What you have online bring Offline.
The session had many other takeaways and is a must listen for all.
You can catch it at YoutTube.
My question however is still valid I believe though retailers want you to spend more time and shop more, but being there,telling them the path to how to reach what they want quickly and retain them by taking care of them.