Busy peak-season shoppers don’t have time to waste. They don’t want to explain an online promotion to a store associate or make an extra trip to the post office because they can’t return a purchase in person. The bottom line? Your customers expect you to
unite physical and digital interactions.
Store associates have taken on expanded roles, often acting as personal stylists, fulfillment experts, and service agents. Give them access to customer data and interactions including sales, ecommerce, marketing, and service. Unifying all this information on a shared
customer data platform gives store associates a 360-degree view into every customer as an individual. This makes face-to-face encounters personalised, consistent, and on-brand, as well as efficient, informative, and productive.
With access to customer data on mobile devices, store associates can quickly answer questions about product availability, locate merchandise, place orders, track deliveries, and manage returns. They can also
connect with other store employees across locations and regions to share ideas, find products, and build community, which can help them assist in-store customers when the items they’re seeking are out of stock. This may boost digital sales as well: We predict 60% of digital sales this year will be influenced by physical stores and associates, regardless of where demand is generated or fulfilled.