+12% additional turnover per store*
+80% of customer accounts created*
1 hour/day optimisation of sales representative time*
* Results from our client The Kooples
NURTURING THE ART OF PERSONALISING THE CUSTOMER EXPERIENCE
You don’t enter a luxury boutique like you would any other shop. The luxury sector is known for its unique customer experience that reflects the brand. It is a ritual that is highly codified and must strike the right balance between highlighting the storytelling and values of the brand while adapting to the customer. This ceremony is an opportunity to show the customer that they are not only considered a buyer of the brand but also a personality in their own right with whom the sales representative wishes to create an exclusive and trusting relationship.
A PANORAMIC APPROACH
The sales process begins before the customer’s visit, with a detailed knowledge of their tastes, buying habits, interests, and cultural codes. Not all customers are addressed in the same way: this is the beginning of personalization.
The sales ceremony must take place throughout the customer’s journey, regardless of the channel or channels used. Above all, it must always serve to provide a perfect and seamless customer experience: this is the notion of omnichannelity.
In fact, 40% of marketing managers indicate that in direct-to-consumer channels (such as e-commerce), personalization has a direct impact on increasing sales, shopping basket size, and profits. Additionally, 37% report increased sales and lifetime customer value through product or content recommendations**.
OMNICHANNEL AND PERSONALISATION : A SUCCESSFUL ALLIANCE
The combination of omnichannel and personalisation in the sales process must make the sales representative a central element of the customer experience to meet customer expectations. Points of contact in the purchasing process, such as stockouts, unavailable items on the chosen sales channel, or disrupted payment solutions, can taint the customer experience. This often results in a more volatile customer who is likely to abandon their intention to buy.
By utilizing various digital tools, from CRM systems to the sales representative’s tablet and clienteling, the sales representative can ensure the continuity of the customer’s purchase process, even when different contact points are used. This makes the customer experience seamless.
A customer who feels welcomed, trusted, and attended to is more likely to feel a connection to the brand. As we know, a customer who is attached to a brand tends to be a loyal customer.
A perfectly orchestrated sales process offers a complete, differentiating, and personalized experience to the customer.
Octipas, a subsidiary of the ChapsVision group, supports you in implementing a 360-degree strategy to meet your current and future challenges.
** Source : https://hapticmedia.com/blog/fr/le-march%C3%A9-du-luxe-en-chiffre/