Wednesday Jul 16, 2014

My Real-Life Commerce Experience

Babies need a lot of stuff.   I have an almost 1 year old son and this week alone (it’s only Wednesday) I’ve purchased diapers, baby wipes, a travel high chair, first birthday party supplies, and let’s not forget about the birthday presents.   Thinking back, I made all of these purchases through different channels and had different experiences along the way.   

Being a working mom, I’m constantly on the go.   Everyone has different reasons for purchasing whether it is price, customer service, selection… but for me it is all about convenience.  I need to be able to research and order what I’m looking for immediately when I think about it, so this week it meant I placed orders from my mobile phone, my laptop, and I even ordered online and had my husband pick-up in-store.   Along the way, I expected my experiences to be tailored to my needs and preferences no matter the channel.   The retailers that got it right got my business (and most likely will again).  

The best part about my job at Oracle is that I work on a product that is at the forefront of enabling businesses to truly deliver the relevant, personalized experiences that we all expect when shopping.   Many companies are exceeding customer expectations when it comes to the buying experiences they deliver, but there are also many companies that are falling short.  In fact, according to a 2014 Accenture report on “The Secrets of Seamless Retailing Success” a significant 38 percent of retail shoppers still cite delivering a seamless customer experience as the main area for retailer improvement. 

So, what can companies do to make sure that they deliver the best experience possible to each of one their customers no matter the interaction point?   Take 5 minutes to watch our new Oracle Commerce demos so you can see what’s possible today in B2C commerce and B2B commerce

Wednesday Oct 16, 2013

The Evolution of an Era: Customer Experience in Retail

Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction?

The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere.

The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.

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