Sonali Gogia’s Post

Transforming the customer experience is not just about meeting expectations but exceeding them. 𝗠𝗮𝗸𝗲 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘀𝗺𝗶𝗹𝗲. With areas of strong competition such as in retail and hospitality, creating a proper personalized moment is essential. It’s about designing experiences that are not just pleasing but also momorable. The secret lies in embracing the unexpected. Our aim is to surpass the usual and provide an exceptional experience. 𝗜𝗻 𝗮 𝗺𝗮𝗿𝗸𝗲𝘁𝗽𝗹𝗮𝗰𝗲 𝘄𝗵𝗲𝗿𝗲 𝗰𝗼𝘂𝗿𝘁𝗲𝘀𝘆 𝗮𝗻𝗱 𝗳𝗿𝗶𝗲𝗻𝗱𝗹𝗶𝗻𝗲𝘀𝘀 𝗮𝗿𝗲 𝗲𝘅𝗽𝗲𝗰𝘁𝗲𝗱, 𝘄𝗲 𝗻𝗲𝗲𝗱 𝘁𝗼 (𝗯𝗼𝗹𝗱𝗹𝘆) 𝗿𝗲𝘁𝗵𝗶𝗻𝗸 𝗿𝗼𝘂𝘁𝗶𝗻𝗲 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝘀, 𝘁𝘂𝗿𝗻𝗶𝗻𝗴 𝘁𝗵𝗲𝗺 𝗶𝗻𝘁𝗼 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀 𝗳𝗼𝗿 𝘀𝗽𝗼𝗻𝘁𝗮𝗻𝗲𝗼𝘂𝘀 𝗽𝗹𝗲𝗮𝘀𝘂𝗿𝗲. Here are three approaches to enhance customer interactions in retail: ⭐ Customised Engagement: Leverage data analytics to grasp individual tastes and craft bespoke experiences. Imagine a shopper who has browsed online, then receives a warm welcome in the store with a range of products specially selected for them, accompanied by a customised note from the store or hotel manager. ⭐ Significant Celebrations: Acknowledge customer milestones with flair. For instance, on a customer's 10th purchase, create or give a small token of appreciation. ⭐ Post-Purchase Excellence: Following a substantial acquisition, like a luxury watch, personally deliver the item with a live music ensemble, offering an unforgettable unveiling moment. For more insights on converting the customer journey into an exceptional adventure, connect with me. #CustomerExperience #RetailInnovation #Personalization #Hospitality Bold Rethink

Things I Learned Leading People and Brands. When it comes down to service and creating great customer experiences, your first two minutes with each customer are everything. #retailing #strategy #ceo #technology #customerexperience

🤔 Do you want to win your luxury customers❓   💡 Knowing your customers' experience at each stage of their purchase journey will help you win your customers. What experiences delight them? How can you cultivate wow moment for your customers at each touch point? What are challenges faced by them? Luxury brands must strive to truly understand their customers’ motivations, aspirations and unmet needs. Here are my thoughts covered in ET Retail. https://lnkd.in/gHeWAh5Z If you want to map customer experience journey for your brand, contact us.  #luxury #customers #experience #winning #strategy #luxeanalytics

Discover the undeniable link between customer experience and profitability! At Retail Active, we recognise the crucial correlation between exceptional customer experiences and financial success. Each interaction shapes not only perceptions but also impacts your bottom line. Let's optimise your CX strategy for maximum profitability. #CustomerExperience #Profitability #CXInsights

🚀 What are the 3 common elements of a great CX? ..... 🧬 Number 1: Customer Centricity Really understanding what customers want and what they want today. Companies need to capitalize on such new trends and understand customers deep down. That is the idea of customer centricity. ♟️ Number 2: Have a CX strategy, a customer experience strategy. That means you need to plan strategically what the experience should be and how you are going to deliver an experience that you want your customers to have. ⚒️ Number 3: Creating an integrated experience, that is designing and implementing the strategy in an integrated fashion at every touch point. Those are the three key tasks – customer centricity, having a specific CX strategy, and then integrating it in a powerful, consistent way. Today was a keynote on Customer Experience (CX) at Université Catholique de Lille. The evolution towards Customer Experience (CX) signifies a pivotal shift in the industry, changing the focus from merely product interaction to encompassing the entire customer journey. This shift is crucial as it aligns marketing strategies with the emotional and experiential needs of customers, leading to deeper engagement, heightened brand loyalty, and ultimately, stronger financial returns. #CX2024 #retail #FMCG #Asiamarket #shopee #lazada #shopify #brickandmortar

Gone are the days of one-size-fits-all; it's time for experiences tailored to each customer's future preferences and behaviors. 👇Dive into our #blog to explore hyper-personalized #retail, unlocking unprecedented customer experiences that drive conversion and loyalty: https://hubs.ly/Q02qyRT20

How many times we actually remember the name of the dish we ate a while ago or perhaps it's exact taste. but what we always remember is the experience during that place/event and the services that were offered. Positive customer experience is a way of standing out from competitors. As more brands compete for public attention and more options are readily available, experience provides a way to put your product and brand at the forefront #customerexperience #customerservice #memory #sales #repeatcustomers

80% of consumers are more likely to buy from brands that offer personalized experiences. To personalize the CX: - Create data-driven ideal customer profiles (ICPs). - Foster a customer-centric culture. - Provide a seamless experience across all channels. #Personalization #CustomerExperience #Retail https://lnkd.in/etd2YMif

When I joined BL.INK, one of my first calls was with Sam Valind, MBA with Room & Board, and she told me a great story. The team uses QR codes in their stores to promote gift cards. Just weeks before Christmas, they saw a lot of scans and clicks (via BL.INK), but fewer conversions than expected. They dug in and found their call to action required a click to their landing page, then an additional click to a third-party platform. The better experience would take the customer directly to the platform to complete the transaction. If they had used a different link provider, or a "long" URL with their UTM parameters, changing the destination on all signs, ads, etc., could take days. They might not have been able to improve conversions in time for the holiday. But because they use BL.INK, and BL.INK short links (which always come with QR codes) can be edited at any time, it took minutes to change the destination link to the third-party platform. No reprinting signs, no updating ads. All their campaign reporting stayed the same. Conversions immediately improved because they provided a better experience for their customers. And this is just one of many. Join us for the webinar on Sept. 5 to hear more stories like this one. Room & Board worked with BL.INK and ObservePoint to improve every single customer touchpoint.

80% of consumers are more likely to buy from brands that offer personalized experiences. To personalize the CX: - Create data-driven ideal customer profiles (ICPs). - Foster a customer-centric culture. - Provide a seamless experience across all channels. #Personalization #CustomerExperience #Retail https://lnkd.in/gdK8p7p8