Cheryl Perkins’ Post

Uncovering what makes your customers and consumers tick begins with a detailed analysis of their behavior across multiple channels. Review customer interactions on social media, website visits, purchase history, and even their responses to email campaigns. Then use data analytics software to uncover trends and patterns that highlight customer preferences and motivations. Identify key touchpoints throughout the customer journey and track metrics like dwell time, click-through rates, and social sentiment. This insight will help you build a comprehensive picture of your consumers so you can personalize engagement strategies and tailor your messaging for different customer segments. #consumerbehavior #personalization #customerinsights

Research shows that questions stimulate the brain’s prefrontal cortex, activating areas associated with critical thinking and innovation. While statements tend to feel like orders that narrow our thinking and limit options, questions invite curiosity and inspire creativity. This effect, called the “question-behavior effect,” suggests that by merely rephrasing problems as questions, you can motivate action and solution-oriented thinking. Start With “How,” “What,” or “Why”: These words open up space for broader thinking. “Why do we lose repeat customers?” encourages exploration, while “Stop customer churn” feels reactive. Stay Neutral and Nonjudgmental: Avoid loaded or leading questions like “Why isn’t this working?” Instead, try “What can we do differently to get the results we want?” This subtle shift promotes positivity and collaboration. Encourage Question-Driven Discussions: Use reframing exercises in meetings and brainstorming sessions. For example, when tackling a challenge, ask everyone to write down a question version of the issue. Then discuss which ones generate the most interesting ideas. #businessinsights #leadershipdevelopment #innovationtips

As businesses rely more and more on digital platforms to reach their customers and consumers, it’s important to maintain a balance between automation and personal interaction. Here’s how to build strong customer relationships while scaling your digital strategy: - Automate Routine Tasks and Free Up Your Team for High-Value Engagements: Automation is perfect for repetitive processes like order confirmations and initial inquiries. Implementing self-service tools like chatbots can address customer queries instantly, but make sure there’s a clear path to human support when customers need more nuanced help. - Empower Employees with Data and Tools: Equip your frontline teams with robust digital tools that provide a 360-degree view of the customer. For example, companies using CRM systems report a 47% increase in customer satisfaction because their teams can tailor conversations to individual needs. - Create Hybrid Customer Journeys: Think beyond digital vs. in-person—it’s about creating a hybrid model that matches customer expectations. In B2B, for example, buyers prefer to conduct initial research digitally but still want personal consultations when making high-stakes decisions. - Don’t Forget Employee Training: Invest in building your teams’ digital skills and soft skills, so they’re comfortable using technology and are equipped to step in when a customer needs a human touch. Companies that prioritize digital training see a 29% higher rate of digital adoption and more positive customer interactions. #digitalupskilling #digitaltransformation #customerservice #businessinsights

Consumers today expect seamless, personalized shopping experiences. In fact, 63% say they’re more likely to shop with brands that offer customized journeys. That's why Target designed an app that isn’t just a shopping tool—it’s a personalized experience. By using AI, Target creates personalized deals and offers tailored to individual shopping behaviors, making it easier for them to find the products they love and at just the right prices. The app also allows users to navigate stores with a directory, access real-time promotions, and enjoy convenient curbside pickup. But target is using AI for more than customer personalization. The retailer is also using AI to improve inventory management and operational efficiency. During peak seasons, AI helps Target forecast product demand, prevent stockouts, and make sure items are in the right place at the right time, giving them an advantage over the competition. #AIPersonalization #RetailTech #Omnichannel

Retail is undergoing a seismic shift, and digital transformation is at the heart of it. With 74% of retail traffic now generated by smartphones, retailers must embrace omnichannel marketing, e-commerce, and AI to stay competitive. But how can retailers truly integrate these tools for success? Here are some ideas to help you get started: - Embrace Omnichannel Strategies: A consistent experience across digital and in-store channels is essential. Invest in apps, seamless e-commerce, and in-store tech to bridge the gap. Brands like Target have seen success with integrated apps that enhance the customer journey through personalized offers and fast curbside pickups. - Invest in AI for Personalization: With 63% of consumers favoring brands that personalize their experience, AI tools can help predict customer preferences and provide targeted recommendations in real-time. The result? Increased customer satisfaction and loyalty. - Optimize Operations with IoT: IoT and machine learning can revolutionize inventory management, reducing stockouts and cutting operational costs. Walmart's use of automation in fulfillment centers is a great example, allowing them to streamline operations and improve stock levels. - Utilize Smart Lockers and BOPIS: Offer convenient shopping experiences by integrating Buy Online, Pick-Up In-Store (BOPIS) and smart lockers. Did you know that 61% of BOPIS users make an additional unplanned purchase when picking up their order? Talk about a strategic way to boost sales. #RetailInnovation #CustomerExperience #DigitalTransformation

Did you know that 78% of US consumers say living a sustainable lifestyle is important to them? According to a joint study by McKinsey & Company and NielsenIQ, products making sustainability claims have seen 28% cumulative growth over the past five years. So, what does this mean for brands? The demand for eco-friendly, socially responsible products is real—and growing. Consumers are now backing their words with their wallets, with ESG-related claims boosting brand loyalty and driving higher sales. To stay competitive, brands need to prioritize authentic sustainability efforts that align with eco-conscious consumer values. With the potential to boost brand reputation and foster long-term customer relationships, it's the right thing to do for the planet and your bottom line. #sustainableconsumerism #sustainableproducts #consumertrends

Cross-functional teams offer businesses a holistic view of their operations by pooling insights and data from across departments. This encourages collaboration, improves decision-making, and accelerates customer response times, making cross-functional team development a top priority for successful organizations. Leaders can empower their teams to work together by setting shared goals and aligning performance metrics across departments, encouraging employees to tackle challenges from all angles. By dedicating groups composed of varied expertise, we sow the seeds for innovation, creativity, and groundbreaking solutions. #crossfunctionalteams #teamdevelopment #organizationaldevelopment

In a crowded marketplace, offering satisfactory service is no longer enough—but delighting your customers is a surefire way to keep them coming back for more. So, just how can you delight customers? Studies show that delight occurs at the intersection of joy and surprise to create memorable experiences that foster loyalty and repeat business. Focus on personalized interactions, proactive service recovery, and thoughtful touches to elevate customer satisfaction. By implementing strategies to trigger moments of delight, your business can boost retention rates, explore cross-selling, and increase up-selling opportunities. Remember: delighted customers are your best advocates and will share their positive experiences, helping your brand grow organically. After all, word of mouth is the best advertisement, even in the digital age. #brandbuilding #customerexperience #businesstips