Three Powers Customers HaveNow That They Never Had Before
Three Powers Customers HaveNow That They Never Had BeforeCustomers are more empowered than everbefore, presenting your bus...
Technology and the internet have strengthenedthe customer’s hand when it comes to shopping.www.sanderson.com
Technology and the internet have strengthenedthe customer’s hand when it comes to shopping.Here are three new powers that ...
1The power toshare their viewsfar and wide onsocial mediawww.sanderson.com
Social media gives everyone a voice. Twitterand Facebook allow users to say virtuallyanything about any topic of their cho...
Social media gives everyone a voice. Twitterand Facebook allow users to say virtuallyanything about any topic of their cho...
Often, customer complaints are broadcastto thousands of listeners on social mediachannels before reaching you. However,acc...
Often, customer complaints are broadcastto thousands of listeners on social mediachannels before reaching you. However,acc...
Often, customer complaints are broadcastto thousands of listeners on social mediachannels before reaching you. However,acc...
Your responses are visible to thecustomer’s followers, offering achance of reclaiming the situationfor positive PR purpose...
Your responses are visible to thecustomer’s followers, offering achance of reclaiming the situationfor positive PR purpose...
2The power to researchyour competitors, andinformation aboutyour productswww.sanderson.com
Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and ser...
Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and ser...
Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and ser...
Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and ser...
Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and ser...
Naturally, shoppers willcheck other prices, offers anddeals when they are at hometoo. It is therefore essentialthat your b...
Naturally, shoppers willcheck other prices, offers anddeals when they are at hometoo. It is therefore essentialthat your b...
3The powerto buy fromanywhere,anytimewww.sanderson.com
In the same waycustomers cancheck productsand services fromtheir smartphones,they can also buyusing them. Solong as they h...
In the same waycustomers cancheck productsand services fromtheir smartphones,they can also buyusing them. Solong as they h...
“Of 6,000 consumers surveyed,over one quarter (27%) saidthat they will be willing to usecontactless mobile paymentwhen ava...
and almost half (47%) of thesewould be willing to pay forgoods up to the value of £20,“Of 6,000 consumers surveyed,over on...
while an impressive15% would becomfortable tospend £50 or overusing contactlessmobile payments.”edigitalresearch.comand al...
The mobile commerce market ispredicted by ABI Research to be worth$119 billion (about £76 billion) by 2015,proving that th...
To find out more aboutmulti-channel retailstrategy, downloadHow to guide: smallerretailers whichbecame multi-channelsucces...
Upcoming SlideShare
Loading in …5
×

Three Powers Customers Have Now That They Never Had Before

442 views
401 views

Published on

Customers are more empowered than ever before, presenting your business with significant challenges but which, when handled correctly with multi-channel software, could also be huge opportunities.

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
442
On SlideShare
0
From Embeds
0
Number of Embeds
137
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Three Powers Customers Have Now That They Never Had Before

  1. 1. Three Powers Customers HaveNow That They Never Had Before
  2. 2. Three Powers Customers HaveNow That They Never Had BeforeCustomers are more empowered than everbefore, presenting your business with significantchallenges but which, when handled correctlywith multi-channel software, could also be hugeopportunities.
  3. 3. Technology and the internet have strengthenedthe customer’s hand when it comes to shopping.www.sanderson.com
  4. 4. Technology and the internet have strengthenedthe customer’s hand when it comes to shopping.Here are three new powers that they neverhad before, which need to be considered by allmulti-channel retailers:www.sanderson.com
  5. 5. 1The power toshare their viewsfar and wide onsocial mediawww.sanderson.com
  6. 6. Social media gives everyone a voice. Twitterand Facebook allow users to say virtuallyanything about any topic of their choice.Including your business.www.sanderson.com
  7. 7. Social media gives everyone a voice. Twitterand Facebook allow users to say virtuallyanything about any topic of their choice.Including your business.95%“95% ofconsumersuse at leastone type ofsocial media.”IDG Researchwww.sanderson.com
  8. 8. Often, customer complaints are broadcastto thousands of listeners on social mediachannels before reaching you. However,according to Maritz Research:www.sanderson.com
  9. 9. Often, customer complaints are broadcastto thousands of listeners on social mediachannels before reaching you. However,according to Maritz Research:86%86% ofcomplainants wouldactually like yourcompany to followup their issueswww.sanderson.com
  10. 10. Often, customer complaints are broadcastto thousands of listeners on social mediachannels before reaching you. However,according to Maritz Research:86%75% of social mediacomplainants reportthey are satisfied bythe response theyreceive86% ofcomplainants wouldactually like yourcompany to followup their issues75%www.sanderson.com
  11. 11. Your responses are visible to thecustomer’s followers, offering achance of reclaiming the situationfor positive PR purposes.www.sanderson.com
  12. 12. Your responses are visible to thecustomer’s followers, offering achance of reclaiming the situationfor positive PR purposes.Social media reputation could significantlyaffect your brand image and should nottherefore be ignored. It is increasingly importantto meet and engage with customers where theyare to increase sales potential.www.sanderson.com
  13. 13. 2The power to researchyour competitors, andinformation aboutyour productswww.sanderson.com
  14. 14. Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and serviceselsewhere. In 2011, InsightExpress found:www.sanderson.com
  15. 15. Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and serviceselsewhere. In 2011, InsightExpress found:59% of smartphoneusers carried outprice comparisonsearches in-store59%www.sanderson.com
  16. 16. Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and serviceselsewhere. In 2011, InsightExpress found:59% of smartphoneusers carried outprice comparisonsearches in-store59%65% checked yourcompany websitein-store65%www.sanderson.com
  17. 17. Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and serviceselsewhere. In 2011, InsightExpress found:59% of smartphoneusers carried outprice comparisonsearches in-store59%65% checked yourcompany websitein-store65%43% checkedyour competitor’swebsite43%www.sanderson.com
  18. 18. Even though they may be standing in yourstore, customers using smartphones may be‘showrooming’ - checking products and serviceselsewhere. In 2011, InsightExpress found:59% of smartphoneusers carried outprice comparisonsearches in-store59%65% checked yourcompany websitein-store65%43% checkedyour competitor’swebsite43%26% visited a pricecomparison searchengine to find abetter price.26%www.sanderson.com
  19. 19. Naturally, shoppers willcheck other prices, offers anddeals when they are at hometoo. It is therefore essentialthat your business developsan approach which offersadditional value, such asimproved customer service,to provide differentiation inthe market.www.sanderson.comwww.sanderson.com
  20. 20. Naturally, shoppers willcheck other prices, offers anddeals when they are at hometoo. It is therefore essentialthat your business developsan approach which offersadditional value, such asimproved customer service,to provide differentiation inthe market. Multi-channelretail software with combinedCRM functions will allow youto accurately track customerdata and use it to formulatebetter service offerings.www.sanderson.comwww.sanderson.com
  21. 21. 3The powerto buy fromanywhere,anytimewww.sanderson.com
  22. 22. In the same waycustomers cancheck productsand services fromtheir smartphones,they can also buyusing them. Solong as they havean active Wi-Fi ormobile connection,making a purchaseis a simple matter.www.sanderson.com
  23. 23. In the same waycustomers cancheck productsand services fromtheir smartphones,they can also buyusing them. Solong as they havean active Wi-Fi ormobile connection,making a purchaseis a simple matter.29%“29% of smartphoneowners havepurchased an itemusing the mobile webin the past six months.”Orange Exposurewww.sanderson.com
  24. 24. “Of 6,000 consumers surveyed,over one quarter (27%) saidthat they will be willing to usecontactless mobile paymentwhen available to them,www.sanderson.com
  25. 25. and almost half (47%) of thesewould be willing to pay forgoods up to the value of £20,“Of 6,000 consumers surveyed,over one quarter (27%) saidthat they will be willing to usecontactless mobile paymentwhen available to them,www.sanderson.com
  26. 26. while an impressive15% would becomfortable tospend £50 or overusing contactlessmobile payments.”edigitalresearch.comand almost half (47%) of thesewould be willing to pay forgoods up to the value of £20,“Of 6,000 consumers surveyed,over one quarter (27%) saidthat they will be willing to usecontactless mobile paymentwhen available to them,www.sanderson.com
  27. 27. The mobile commerce market ispredicted by ABI Research to be worth$119 billion (about £76 billion) by 2015,proving that the medium will continue togrow in popularity with consumers lookingto shop at their convenience. Robustmulti-channel software is required tounderpin each of your sales operations -just make sure it includes mobile.www.sanderson.comwww.sanderson.com
  28. 28. To find out more aboutmulti-channel retailstrategy, downloadHow to guide: smallerretailers whichbecame multi-channelsuccess stories now!Download Now www.sanderson.com1How to Guide:Smaller Retailers Which BecameMulti-Channel Success StoriesNew Look, Apple, GO Outdoors and Dwell; they’veall got something in common, and that’s a leadingmulti-channel strategy.www.sanderson.comwww.sanderson.com1How to Guide:Smaller Retailers Which BecameMulti-Channel Success StoriesNew Look, Apple, GO Outdoors and Dwell; they’veall got something in common, and that’s a leadingmulti-channel strategy.www.sanderson.com

×