Building customer loyalty is first and foremost about your brand experience – across all channels, not just online but in store too.
With the right tools to personalize the experience, you’ll keep your customers coming back. Technology has a huge role to play in retaining customer loyalty and attracting new customers. Through digitisation you can transform slow, cumbersome and lack lustre consumer engagements into experiences that give maximum impact and massively improve brand experience. Modernisation through digital investments can also provide additional gains for your business and customers too- such as enriched data and insight into customer behaviours and buying trends.
Cotton Traders has a wealth of enriched data from its loyal home shopping customers. However, restricted in-store technology and unreliable PoS equipment resulted in limitations with gathering information from retail shoppers. Using a
Ricoh IT Managed Service, the company has transformed in-store PoS operations, improving their insight and customer experience.
The relationship with Ricoh has provided:
Customer Focus: 1st-class customer insight in-store to match online sales data with more reliable in-store technology and more efficient service desk handling and cut system downtime, ensuring better customer service, through trend analysis and preventative repairs
- Business Intelligence: Improved data quality provides the ability to meet changing shopping habits and trends
- Digitisation: Empowering in-store staff with reliable and modern POS devices and improving customer experience through speedy and convenient transactions
“Within five minutes of the new PoS technology going live, we were getting unsolicited reports from multiple sites about how much quicker and better the sales process was functioning. The Ricoh solution and its support service are critical to Cotton Traders’ bricks and mortar retail business because PoS systems are the only things that allow that arm to operate. Every single sale, every delivery and every bit of information we capture goes through it. Without that one piece of hardware working effectively, reliably and with minimal downtime, stores can’t operate.”
Nick Turner, Head of IT, Cotton Traders
