Designing A Strong Customer Experience With Location Intelligence — On A Budget (Made Easy)
Originally published on WebEngage.
Seamless customer experience is identified with limited friction, increased convenience, hyper-personalization, and great service throughout the purchase journey.
Customers’ shopping behavior and trends are witnessing this change swiftly — 64% of customers believe customer experience is more important than the price and are increasingly inclining towards a personalized shopping experience over irrelevant offers.
For Small & Medium Business (SMB) owners, this personalized shopping experience can be helped through leveraging Location data and analytics, collectively known as location intelligence.
Location intelligence is completely changing the game of traditional business methods today, especially for SMB owners, and is the key to achieving enhanced customer experience. And there are more than 1 tool for businesses to leverage location intelligence — QR Codes, geofences, Near Field Communication (NFC) Tags, beacons, artificial intelligence (AI), and big data.
More than half the customers today have switched companies solely because of poor customer experience, and companies who fail to embrace CX as a strategic path to growth are in the danger of becoming obsolete.
Designing a Strong CX Using the Power of Location Intelligence for Small Business Marketing
With 92% of all commerce happening offline, learning about precise marketing efforts to drive foot traffic is key to distributing the marketing spend.
It is a common misconception that technologies such as location intelligence and AI are meant only for big businesses. The recent emergence of cost-effective marketing solutions has prompted a piqued interest in SMBs to jump on the bandwagon of location intelligence.
After all, Gartner estimates as much as 25 billion devices will be connected by 2020 and digital businesses along with IoT will produce an unprecedented amount of location-referenced data.
With all this data in your hands, designing a well-balanced customer experience to get the best out of location intelligence will become paramount. It’s usually done in three stages — Pre-purchase, in-store, and post-purchase experience.
- Use Google My Business to leverage local SEO
- OOH advertisements
- Setting up geofences around competitor’s store
- Target users based on their location with social media ads
- Smart packaging
- Wayfinding
- Cross-selling
- Invisible shopping
- Relevant offers/coupons
- Scavenger hunt
- Instant checkout
- Smart trial rooms
- Augmented Reality (AR) experiences
- Experiential retail
