Holiday shopping isn’t like it used to be. Retail sales associates – a.k.a Santa’s helpers – are taking on more than just ushering shoppers into fitting rooms and helping them check out. Today, their role more resembles that of a concierge.
Here are three ways the role of the sales associate is changing:
#1: The sales associate is now your product and inventory expert.
It’s shocking to think that today only 30% of employee time is spent on customer service. To allow sales associates to spend more time with customers and provide a better shopper experience, stores are asking associates to evolve from clerk to expert. In this new role, associates are providing more value to customers by saving them time and helping them make better decisions.
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Tags: analytics, associate, brand, Cisco, curbside, customer, intu, Kathryn Howe, loss prevention, out of stock, retail, service, shopper, staffing, Tesco, top 10
The inaugural IoT World Forum closed today in Barcelona with the overall sentiment being that it was a resounding success.
One of the key messages that emerged was the need for everyone to work together and for the customer solutions of the future to be drive by business outcomes or capabilities, rather than by what it takes to deliver them or the underlying components or technologies. Increasingly business leaders are making their purchasing decisions by prioritizing business value and business relevance.
Cisco’s Connected Mobile Experiences was highlighted at the World Forum and is seen as one of the key pieces of the overall IoT jigsaw.
Some very interesting use cases for CMX and its capabilities were showcased this week. In a previous post I spoke about the Smart City Tour and how CMX is used in an innovative manner within the city and how brands can take advantage of CMX to engage their customers in creative ways. In another post I spoke about how CMX was used within the IoT venue and the analytics that were available for all to see on the event jumbotron.
There are a few more (yes, even more–with CMX, the possibilities of deployment are endless) ways that we wove CMX into the IoT experience that’d I’d like to share with you in my final IoT World Forum string of posts.
One of these was using CMX within the City of Barcelona as a key dashboard of information for the municipal authorities. Here is a view of the Born area part of the old Gothic section of the city and a major tourist destination in the city. We can see here that over 6600 devices where detected with an average dwell time of 8 minutes.
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Tags: barcelona, brand, brand recognition, cmx, customer experience, guest experience, internet of things, IoT, iot world forum, IoTWF, location analytics, location services, mobility, municipal, smart+connected city, technology, wi-fi, wifi, wifi-based, wireless
Most of us did not grow up sharing our private feelings with the world. Today we are faced with the challenge of needing to build our brand. This test can help you understand how socially connected you already are.
Be as web savvy as a librarian
When was the last time you visited a library?
Hint: Wikipedia counts.
Learn how future librarian, Elizabeth Lieutenant, is using Twitter to connect with like-minded students, professors and prospective employers.
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Tags: brand, higher education, internet, librarian, library, persona, social media, twitter
Advocacy is a term we have been hearing more often in the recent years. It’s not a new term but one that has been reinvigorated in the context of the online world. Social media is playing an increasing role in the purchase cycle, resulting in more focus on post-purchase engagement on the web.
The Customer Journey Has Evolved:
The post-purchase phase is a key component in building brand loyalty and advocacy. I have borrowed the following graphic to show the evolution of the online customer journey: Read More »
Tags: advocacy, Advocate, ambassador, best practice, brand, challenges, customer, how to, influencer, online, pitfalls, social media, who is
Start your next meeting with a personal touch by using one of two tools that let you add branding, excitement, information and more to your meeting before it even starts.
Get your free WebEx basic account here.
Tip #1: Use the white board to provide a welcome or instructions!
Use the white board to post an agenda, give dial-in instructions, list who’s attending and much more.
All you need to do it go to the Share > Whiteboard menu option and it will appear. The grab the text tool, choose a color and start to type. See the photo on the right as an example.
Tip #2: Share a photo (a.k.a. document) to make starting a meeting a welcoming experience.
This is the same idea but it requires a little more effort. In this case, you’ll want to find an image that conveys the feeling you want to establish. You can also use your logo or something with your brand so folks know they are in the right place.
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Tags: annotate, brand, customize, Personalization, photo, WebEX, whiteboard