How to win the smart omni channel customer




The economic turbulence and disruptive technologies have changed the retail segment as we know forever. Today’s customer is a technology driven organism who is used to having real time information available at the touch of a button. Customer behavior has changed dramatically and at a pace that many retailers are finding it hard to cope with.

A growing number of customers are moving to the online and mobile platform for shopping due to smart phone penetration. Disruptive technologies like smart phone have made anytime shopping a reality. In these fast paced tectonic changes, the retailers who are able to provide a more enriching and personalized multichannel experience to the customers will be the winners and the ones who lag behind in the technological race will be out of the game as brick and mortar stores will become less and digital retailing will be the future trend. The amazing performance of Alibaba is an example of the retailing future.

Retailers need to utilize the social intelligence to improve their omni channel offerings and come up with more interactive and personalized customer experience. The stores will not perish altogether however it will be the online anytime, anywhere personalized shopping that will get the customers loyalty and attention.

To know how we can help you understand your customer expectations, contact us.

The four essential elements of a “Winning” team

These are the four essential elements of a winning team:


Vision –  “set the vision first.” The vision sets the course for the entire organization and needs to be developed, and more importantly, shared, before evaluating any other area of your operations.

Team Players – having the right teammates on the football team contributes to its success. the focus shouldn’t be on having the most skilled players. Instead, the focus should be on the element of teamwork and individuals who believe in the team’s vision. Organizations rise to the top when everyone believes in the overall vision. Recruiting and hiring employees that believe in the vision and values of your organization and then exhibit the desired behaviors is essential for the ongoing success of your business.

Leaders – everyone is a leader. Beyond having the right players on the team, also have innate leaders. Leaders take it upon themselves to build commitment to shared success. Job title or position does not matter. Leadership should be fostered within all roles and functions of your team.

Loyal customers– The customers are the heart and soul and are central to the well being of your organization. Your employees feel the motivation coming from loyal customers. However, loyalty is a two-way street, and, just as sports fans support their team through wins and losses, your team must look to turn customer service losses, or service recovery moments, into customer service wins.

what is your organization’s game plan for winning? To know how we can help you develop your winning team, contact us.