Has the internet changed the nature of the way shopping occurs in stores these days? more
In today’s typical retail environment customer intelligence is fragmented and only captured in the minds of the sales associate. Furthermore, there is no real way to enter it into a central repository other than the dreaded “black book” of the individual sales associate.
In today’s typical retail environment customer intelligence is fragmented and only captured in the minds of the sales associate. Furthermore, there is no real way to enter it into a central repository other than the dreaded “black book” of the individual sales associate.
Loyalty programs have been around since end of 19th century, and they were mass-marketed by companies like Betty Crocker and S&H green stamps in 1950s, 60s and 70s. But, in short, loyalty programs really haven’t changed in the past century. In fact, the last thing most customers want is another loyalty card.
In theory, a 360-degree view of a customer is created by capturing all customer interactions across all channels frequented by any given customer. This translates into capturing every touch point and every interaction, which when multiplied by thousands of customers is terabytes of information.
Have you ever heard of FOAF? If you look up social networking on Wikipedia you will find lots of cool new acronyms, but this one really caught my eye. FOAF means “friend of a friend” – and this is the engine that fuels most social networks.
