Data-Driven Retail: The Path to Maximize the Shopper Experience

Consumers are becoming more and more selective and savvy about the products they buy. And they expect retailers to provide the product they want at the right price through the right channel with a personalized and consistent experience.

In their Data-Driven Retail report, Aberdeen found that data-driven retailers use a rich set of technologies to convert data into actionable insights, including:

  • Business intelligence
  • CRM
  • Web content management
  • Web reporting & analytics
  • SEO
  • Real-time reporting and alerting
  • Data management
  • Order management
  • Predictive analytics is used in 29% of data-driven retailers, versus 8% in less data-driven peers.

Data-driven retailers also enjoy a greater annual increase in brand awareness by 2.7 times when compared to their peers. And the average time to get an order ready for delivery for data-driven retailer is one day, versus three days for less data-driven peers.

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About the author, Omer Minkara
Research Director, Contact Center & Customer Experience Management, Aberdeen Group
In his research, Omer Minkara covers the Best-in-Class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels (e.g. social, mobile, web, email and call center). He has published numerous industry research papers, which are used by executives worldwide to build and nurture strategic customer engagement programs.


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