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5招打造极致用户体验

Globally, retailers are making extreme customer experience focusing on tiny details: small ones as names on the coffee cups, big ones as generating a multi-functional service with in-store shopping guide,fitting, social media interactions and delivery. You may take these 5 steps to create a customer engaged experience as a reference:

  1. Be different: create an emotional connection.
  2. Digital content is enhancing the store experience.
  3. Technology is reshaping all aspects of the physical store.
  4. The future of mobile is contextual.
  5. New business models and experiences are driving value.

And the most important thing is, forget about your competitors, just focus on your customers.

在全球范围内,越来越多的零售商开始从每个微笑的细节入手,打造极致的用户体验:小到贴心地写在咖啡杯上的名字,大到集店内导购、试穿、社交媒体互动和物流配送等在内的“多位一体”服务。总结起来,建立以消费者为中心的理念主要需关注以下五个方面:

  1. 与消费者建立情感联系
  2. 利用数字化媒体策略
  3. 科技是实体店的推动力
  4. 移动互联网的核心在于渠道之间的关联性
  5. 新的业务模式和体验提升价值

把你的注意力从竞争对手身上挪出一点出来吧。利用多渠道手段,真正贴近用户需求,打造极致的用户体验才是制胜之道。

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PART 2

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Daniel McMahon

Daniel McMahon

Big W 在线业务总监

Daniel has been a retailer for over 15 years, working in senior leadership positions across store operations, merchandising, marketing, and business development. Most recently Daniel led the development of online businesses for Australia's largest department store, BIG W, as well as for one of Australia's largest technology retailers, Dick Smith. In this role he developed award winning eCommerce offerings, and built O2O capabilities such as Click & Collect, Ship to Store,  and digital payment plans across over 500 retail stores.

具有15年的大型零售企业资深管理和运营经验,他曾担任澳大利亚最大的科技类零售商之一的Dick Smith的销售、市场及多渠道等板块的负责人,并推动了澳大利亚最大的百货公司Big W的在线业务的发展。在此期间,他建立了一系列的O2O模式,为该公司总共500多家门店建立了在线支付、点击取货等多渠道平台。

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