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- Organizational Engagement - It's For The Customer in
Marketing Daily on
It's ironic: In the age of personalization, have we lost our ability to get personal at the store level?
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- Organizational Engagement - It's For The Customer
(Marketing Daily on
@CeCe - Thanks for the question - In terms of the level of data, we often see retailers keep customer insights (what customers in general like to purchase, how they purchase, segmentation of customers, how customers feel about their brands, general shopping patterns) at a corporate level and if properly equipped to understand these trends and general insights (not PII) through appropriate reporting mechanisms or even simple sharing through the cascade of operations, associates could have a significant ability to impact the customer experience. Additionally, by building a culture that empowers associates to use emotional intelligence cues to deliver more relevant experiences (rather than transactional relationship greetings, etc we often see), associates can culturally feel equipped to treat customers differently based upon situation.