Customer Experience Management
- Develop a tailored, personalized sales approach that caters to the individual customer
- Grow customer satisfaction and brand loyalty that fosters digital word of mouth
- Optimize your sales team’s effectiveness and productivity in your showrooms
- Increase the lifetime value of unified shoppers to your company
- Make strategic decisions using behavioral insights on your customer base
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In an age where customers reward brands that prioritize experiences with their loyalty, having the right technology to optimize your Customer Experience Management is key. Learn more about CXM by filling out the form.
Web-based, Mobile Responsive, and Device Agnostic Platform
CXM for furniture retailers is an in-store technology application designed to support retail sales associates in delivering exceptional experiences. The design of STORIS’ CXM is device agnostic with a responsive user interface. Mobility on a showroom floor is valued by customers that are looking for sale’s associates to enrich their shopping experience.
Empower Your Sales Force
CXM enables your sales associates to take control of their individual performance with an informative dashboard that is their home base for their use of the tool. The Sales Dashboard ties Opportunities, Activities, and Orders into a snapshot view that gives the sales associate a tremendous amount of information at a glance. The Sales Dashboard features tables, charts, and values that provide knowledge and trigger action. The Sales Dashboard is a wealth of information to assist sales associates in closing more business from their own mobile phones. Learn more about 15 Sales Dashboard views here.
Seamless Brand Relationships
It’s one thing to know the customers that come in your door because you interact with them face-to-face, but what about the “anonymous” online shopper? Customers that have become well acquainted with your brand online risk being disappointed if they are treated as a stranger when they enter your physical store. These are the challenges modern retailers face in a market where in-store and online customers are one and the same. CXM’s unified customer profile empowers retailers to build relationships with their customers across their brand.
Purchase History & Shopping Carts
Collect all customer shopping history in one organized location. This includes completed and open sales orders. STORIS directly links to the transactional record for an efficient POS experience. STORIS’ Unified Shopping Carts are accessible to the sales associate via CXM. This enables a sales associate to modify and complete open shopping carts that the customer began online.
Cross-Channel Customer Profiles
With Customer Profiles, furniture retailers can maintain detailed customer contact records. This includes customer information for targeted marketing campaigns. Profiles are connected via email and are updated based on a customer’s completed activities that occur when they are logged into their account, both in-store and online. STORIS’ search allows retailers to easily locate a customer to avoid duplicate records and historical duplicates can be merged to create a single customer profile view.
To support your sales associates in delivering expert product knowledge, inventory information is always in the palm of their hands. With CXM, you can help customers conveniently find what they are looking for. This includes descriptions, imagery, pricing, and product alternatives. Information to help close a sale is also available such as quantities on hand and estimated delivery dates.
Personalized Product Recommendations
Access to a customer’s purchase history allows sales associates to analyze styles and price points. They can also use this information to upsell and help complete a room design. STORIS’ CXM helps the associate by taking this a step further. CXM uses algorithms to analyze the product history surrounding a customer to suggest products for the associate to recommend.
CXM is a valuable prospecting tool for associates to attain higher closing ratios. Sales associates are communicating with customers in a variety of ways including personal conversations, emails, phone calls, and texts. Notes and follow up reminders can be added to ensure the associate is staying on top of closing open sales orders and maintaining timely communications. This rich history is also valuable to a new sales associate working with an existing customer, giving them context to personalize the relationship.
Sales Opportunities & Activities
Opportunities enable sales associates to track information about a sales lead they have with a customer, capturing key details about the interaction that are needed to close the sale. Subjects, description, sales stages, projected value, and expected close dates provide valuable information to the sales associate that can also be reported on. Activities provide a mechanism for sales associates to track their schedules, ensure they are following up with prospects, and manage their daily routine. An associate can assign due dates, monitor progress, and establish whether an Activity is related to a customer relationship.
STORIS’ CXM technology can help home furnishings retailers cater to the rising business model of appointment setting. Both in-store and virtual appointments have become important strategies for sales associates to engage with customers during the COVID-19 Pandemic. With STORIS’ CXM, create assigned appointments using Activities to organize your sales associates and customers for their upcoming visits. Sales associates can use the customer’s existing history and new insights gained during the appointment set up to curate the merchandise selection for the in-store visit. For customers that prefer a virtual appointment, shopping carts can be emailed through CXM with recommendations the customer can order on your website.
Gartner Technology's Insight on CXM
CXM is defined by the leading technology consulting firm, Gartner, as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase satisfaction, loyalty, and advocacy. It is a strategy that requires process change and technologies.”