Customer Journey

How to fill the customer experience gap with technology

retail technology

Written by Tony Loxton
Feb 15

In just a few decades, technology has changed so much about the world we live in that it’s difficult to imagine how we ever got along without it. Consumer technology in particular has evolved in leaps and bounds in recent years, and with it comes a new level of insight into the world of the customer. What makes them tick, when and where they make their most important purchase decisions, and, most importantly, how to deliver as positive a customer experience as possible. Here are a few methods for driving exceptional customer experience with the help of technology:

Create a strong, consistent presence across multiple channels

In case you missed it somehow, ‘omnichannel marketing’ was one of 2017’s hottest buzzwords, and for good reason: customers today engage with brands on an ever-increasing number of platforms in both the digital and physical space, and they expect a consistent experience across all of them. Ensuring that each of these touchpoints is consistently good is a key component in creating a great customer experience that will keep your brand at the top of their mind and incentivise them to engage with you further along your sales funnel. With a good presence across social media channels like Facebook, Youtube, Instagram and Twitter, you’ll also have access to a host of analytical information about how customers engage with your profiles, as well as a platform to engage with them directly.

Use people counter software to identify in-store engagement

Another great way to close the customer experience gap is by using the latest generation of people counter software to monitor how customers engage with your stores or any other physical touchpoints your brand may have (product activations, roadshows, stalls at expos, etc.). People counting tools like Blix Traffic software go far beyond traditional foot traffic counters, which ordinarily take simple counts of the number of people entering and exiting a venue. Blix Traffic uses the anonymous WiFi signals sent by your customers’ smartphones to track how they interact with your brand in real-time, including how they move around your venue, where they spend the most time inside your store or activation, and even how many walk-bys convert into paying customers. With this data, you’ll be able to identify if and where customers are disengaging, and take the appropriate steps to increase engagement and conversion.

If you’re looking for a partner to help you close the customer experience gap with the latest technology, Blix can help. For more information  on our next-generation people counting tools, download our whitepaper on how to unlock a new world of insight into store performance

Download our retail white paper - Go Beyond the Door

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