The number one goal of a retailer is to provide an excellent customer experience. Yet depending on the type of retailer and services offered, there can be up to 20 omnichannel customer touchpoints. From online orders, pick up in-store, curbside, or service desk returns how do you know where you are delivering on your brand promise and where you have gaps? With no way to capture these diverse data sources and look across them, retailers are missing out on a valuable opportunity.
Omnichannel has also brought complexity in getting the most value out of every unit of inventory. Where do you place these valuable resources on first move? What stores should have more of an inventory build for BOPIS? What products have a convenience factor where customers expect products to be available in stores on demand? There are several internal and external factors where the prepped data can bring enhanced precision to inventory execution tools.
These answers could aid in determining where you should deploy valuable and scarce resources. By focusing on specific problem areas with a measurable outcome, you can boost revenues, lower costs, improve efficiency, quality, and greatly increase your business agility.
To this end, Logic has created two revolutionary omnichannel analytics solutions for retailers to help them understand and align operations across the enterprise.
Omnichannel Customer Experience Analytics
Today’s consumer-driven marketplace makes measuring and improving the customer experience a high priority, yet it’s also highly complex. And without this information, where would a COO, CIO, or an SVP Supply Chain or Retail Operations know where to invest?
There are traditional CX measures including customer satisfaction and net promoter score, but how do you get a deeper look at how your CX is across the customer journey, from the customer’s online shopping experience, buying experience, curbside pick-up through to issue resolution?
We help retailers understand the entirety of the customer experience….both the negative “pain points” to be fixed and the positive “moments of truth” that can be optimized. A data-driven approach is key to understanding and improving the customer experience:
- Unlock the potential of fragmented data by measuring your customers’ experience at every interaction
- Consolidate omnichannel data sources to reach “a single version of the truth” on CX
- Establish an Omni-Channel CX Scorecard to translate consolidated omnichannel data into actionable insights
By establishing an Omni-Channel CX Scorecard, you can make sense of the valuable but fragmented data sources that tell a comprehensive story of your omnichannel customer experience.
Omnichannel Inventory Analytics
To stay ahead in today’s complex Omnichannel environment, Retailers must ensure that inventory planning, placement, and fulfillment processes are augmented to reflect rapidly changing demand. The ability to drive the most value out of every unit of inventory by placing it in the optimal location while reducing product movement is essential to driving operational efficiencies and maximizing profits. We help retailers take a data-driven approach to answer key questions to maximize the value of every unit of inventory:
- Understand the key influential factors that impact optimal inventory placement
- Apply data-driven intelligence to influence the execution systems to bring precision to product placement on first touch without risk to customer experience
Retailers increasingly spend time and money trying to make sense of these massive data sets from both structured and unstructured sources. The discipline required to organize all this data is a daunting task requiring both business and technological expertise.