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ForumTCS Retail InsightsFebruary 2014, Issue 3

2 ForumTCS Retail Insights, Feb 2014, Issue 3

The confluence of the

five digital forces

such as mobility, Big Data, cloud, social and analytics are empowering retailers to radically reimaginethe shopper’s journey.

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Contents1. Curate Digital Customer Engagement with Extreme Personalization

2. Unified View of Customer: It’s All About Customer Experience

3. How Retailers Can Create the Right Social Circle

4. Customer Loyalty Experience: You Can't Afford to Ignore It

5. Realizing Unified View for Better Customer Engagement:

Understanding What to Build

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ForumTCS Retail Insights, Feb 2014, Issue 3

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Curate Digital Customer Engagementwith Extreme Personalization

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Curate Digital Customer Engagementwith Extreme Personalization

KEY FINDINGS:

• Deep personalization offers an immense opportunity to retailers to counter the commoditization of retail

• Build personalization platforms with configurable business rules to drive digital customer engagement

• Reduce your customer acquisition and retention cost with meaningful personalization

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ForumTCS Retail Insights, Feb 2014, Issue 3

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Unified View of Customer:It's All About Customer Experience

ForumTCS Retail Insights, Feb 2014, Issue 3

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Unified View of Customer:It’s All About Customer Experience

KEY FINDINGS:

• Unified view of customer is basic pre-requisite for customer centricity and personalized engagement

• Combined with profile and behavior, ‘context’ is an effective tool to enable steps to deliver the next best action

• Build a customer analytical platform leveraging new data sources to accelerate business value

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ForumTCS Retail Insights, Feb 2014, Issue 3

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How Retailers Can Create theRight Social Circle

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How Retailers Can Create theRight Social Circle*

KEY FINDINGS:

• A narrow focus of social media on marketing is the major reason for most retailers’ lackluster social media ROI

• Social media-driven 360-degree customer views dramatically boost retail performance and keep your customers loyal

• Social media offers an unprecedented opportunity beyond marketing to create differentiated customer experience

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ForumTCS Retail Insights, Feb 2014, Issue 3

*Based on survey of 650 consumer company executives as part of the TCS Global Trend Study: Mastering Digital Feedback

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Customer Loyalty Experience:You Can't Afford to Ignore It

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Customer Loyalty Experience:You Can’t Afford to Ignore It

KEY FINDINGS:

• Loyalty is often a missed component in designing customer experience (CX) strategy

• Executing a successful Customer Loyalty Experience strategy will help winning loyal customers & improved profitability

• The ‘insight-to-outcome’ design approach will help in generating actionable insights and in offering superior CX

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ForumTCS Retail Insights, Feb 2014, Issue 3

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Realizing Unified View for Better Customer Engagement: Understanding What to Build

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Realizing Unified View for Better CustomerEngagement: Understanding What to Build

KEY FINDINGS:

• Obtaining a ‘unified view of the customer’ is the new collective focus for retailers

• Basic customer data integration can be a starting point to achieve universal view of customer

• 360-degree customer analytical repositories combined with Big data will help in creating 360 degree view of customer

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ForumTCS Retail Insights, Feb 2014, Issue 3

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