How to improve the customer experience with data in retail or mass-market companies

The customer experience is determined by the intensity of the feelings provoked at the time of purchase. Recalling the words of Maya Angelou in 2013 “People will forget what you said, they will forget what you did, but they will never forget how you made them feel”. That is why improving the customer experience is determined by the quality of information and customization that a company can provide to make the customer experience a unique feeling at the time of purchase or in their loyalty funnel. Improve the shopping experience of your customers and generate more sales with Mobilvendor here Customer loyalty software. Many mass consumer companies are incorporating the improvement of the customer experience as a component of their value proposition. Retail chains no longer exist only to move goods and generate transactions. They increasingly serve as showrooms, museums, immersive and personalized experiences, allowing shopping to be a fun and engaging moment. Improving the customer experience seems like a simple thing, but in a very saturated market, personalized experiences and the ability to adapt products within experiences become a very complicated aspect if the team does not have the necessary information. When a customer experience team combines data collection, BI analysis and personalization of experiences, it can improve the way its customers perceive the brand and associate it with positive events. To help marketing and customer experience teams, Mobilvendor has designed solutions that range from data analysis with its Backoffice Module and Mobilvendor Analytics, to more specialized modules for rewards such as the Rewards Module.Contents hide 1 Key elements to improve the customer experience on retail2 Improve the customer experience in mass consumption2.1 1. Data analysis at the dealer to improve your experience2.2 2. Create personalized offers and incentive programs3 Improve the customer experience on retail3.1 1. Data Collection and Analysis3.2 2. Customizing offers and environments4 ConclusionKey elements to improve the retail customer experience Retail or mass-market companies can attract star customers to their stores, causing approach behavior and, at the same time, creating an environment that causes avoidance behavior on the part of those customers who do not identify themselves as the target of the business. At Mobilvendor, we have collected some key elements to improve the customer experience. Improve the customer experience in mass consumption1. Data analysis at the distributor to improve their experienceAs mass consumer companies, having a network of distributors who experience a correct buying and supply experience can help increase your sales. By using the Mobilvendor Backoffice module, you can customize dashboards and collect all the necessary information from your customers through the Business Module. To ensure that a consumer company's approach to improving the customer experience is appropriate, the first step focuses on understanding the main elements that constitute the customer experience in reseller environments. In a mass consumer company, there are 3 areas to take into account: Customers and what motivates them: If your product is considered a category leader or not, the service is good, the stock and supply meet the replacement times, the returns are fast, etc.The customer's perception of products and services and their importance.The market context in which it is located.To collect all this information, a consumer goods company can rely on its warehouse management software and use accurate data to anticipate needs and adjust inventories, allowing to meet demands, increase operational efficiency and improve sales.2. Create personalized offers and incentive programs. If a sales team knows better the preferences and needs of each point of sale, the customer experience is better. With modules such as the Suggested Order Module or the Rewards Module, sellers can visit each retailer and get to know clearly what their needs are, growing buying trends and the products they should promote. This ensures that the customer saves time, can have a wide range of portfolio associated with complementary products and, as a result, sell more. Improve the customer experience on retail1. Data collection and analysis In an industry as massive and competitive as retail, having personalized data from our customers is the key point of differentiation. Being able to analyze data such as purchase histories, billing frequency, online browsing behavior, interactions on social networks and focus groups are aspects that allow us to generate variables to be taken into account when adding a new line to the portfolio or improving the interior design of the store. To achieve this, marketing or customer experience managers can use data analysis software that allows them to store, have good data management and identify patterns and preferences in the behavior of customer. In Ecuador, Mobilvendor helps mass-market companies with its suggested ordering software. This solution uses algorithms and machine learning with artificial intelligence to create personalized shopping baskets that can be suggested to online customers, sub-distributors or sales personnel at the point of sale.2. Customizing offers and environmentsWith data, marketing and customer experience teams can use this data to personalize product offerings, promotions or generate loyalty programs. In the same way, environmental stimuli (for example: store lighting) can influence the consumer's emotional state, which in turn drives approach or avoidance behavior. To improve these points, there are many methods such as determining the emotional states of a PAD (Play and Discover) customer, which pays special attention to the socio-emotional area of customers and helps us determine which are the points of influence that generate positive or negative events in a consumer.Another solution available in the market to improve the customer experience is to work on loyalty and personalization of rewards. Strengthening customer loyalty by personalizing offers can increase sales exponentially. For this, the Mobilvendor rewards module allows you to customize rewards campaigns, offer discounts, redeemable points, gift cards, and more, adapted to customer interests. With this, you can improve the positive customer experience for your company by up to 20% in any of the commercial environments (end consumer, distributor and sub-distributor). 80% of consumers are more likely to make a purchase when brands offer personalized experiences. This shows that personalization not only meets customer expectations, but also strengthens their relationship with the brand. ConclusionImproving the customer experience in retail and mass consumer companies is key to standing out in a competitive market. Customizing offers, analyzing data and managing distributors properly not only generate positive emotions, but they also boost sales and customer loyalty. Companies that manage to understand and adapt their proposal to the data and needs of their consumers have a significant advantage. With Mobilvendor, you can optimize the experience of your customers, from collecting data to customizing rewards and offers. We offer you a variety of modules that can help your business boost its growth exponentially. Work with data and make decisions in real time thanks to Mobilvendor. Contact us to discover how Mobilvendor can transform your customer experience!