How annoying is it to receive irrelevant information from a brand that you have previously shopped with ? It can make you feel under valued and invisible, and in today's busy world, a big waste of time. A friend who is a single career oriented personality feels miffed when receiving sentimental communication about mother's day and baby goods from her beloved luxury mall. A conservative shopper who always buys relaxed fit and full length workout gear would second guess the bra

As shoppers it’s a common practice to browse online, and then drop into the store for a trial, especially if it’s a high value purchase. Imagine if we could alert the store with a click to keep shortlisted items ready for us to try in store, with confirmation that the items are in stock. When we arrive at the store, without a wait, we are greeted by name and shown a curated selection based on our online browsing history. We have the option to purchase in store and have the pr

Chats are often seen as reactive customer service tools rather than opportunities to acquire, engage and connect with customers. When it comes to luxury brands, effectively using chat to meet customer expectations becomes even more critical. Let's delve into three key aspects of chat: moving from reactive to proactive, performing as a sales tool and personalising customer interaction. Elevate chat from reactive to proactive Nothing frustrates a customer more than not being ab

Empathy plays a crucial role in building meaningful relationships with customers in the digital landscape of e-commerce. Let's explore how e-commerce businesses can incorporate empathy across three key stages of the customer journey: pre-sales, during sales, and post-sales. 1.Pre-Sales Phase: During the initial stages of discovery and browsing, customers are forming their first impressions of the brand. E-commerce businesses can express empathy by: Making social media meaning