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Our Expertise is

Customer Experience & Engagement

We help you optimize your customers’ experience.

Today’s customers are more discerning than ever before. Expectations for customer service, product assortment, and in-store experiences are elevated and continuously evolving. Engaging these well-informed, technologically-savvy customers requires thinking outside the box and a focus on a real-time retail environment. We have seen the most success and innovation when businesses have evolved beyond the traditional brick and mortar and e-commerce strategy and developed a comprehensive vision for engaging customers in new and exciting ways before, during and after the shopping experience.  This comprehensive journey is used to plan for the store of the future as well as mobile, social, loyalty and support center customer engagement tools.

Our Strategy & Planning Approach

Discovery
Phase

Direction
Setting

Future State Design

Transformation Planning

The future store must encompass both worlds – the sensory experience generally available in the physical world married with the unique and personalized shopping experience common in the digital world.

The customer experience can now benefit from technological advances such as artificial intelligence (AI), augmented reality, Beacons, Wi-Fi, and geolocation services. However, these new technologies must be coupled with the proper customer service standards to be effective business driving solutions.   We help you understand what your future customer engagement model and Store of the Future should look like and create a roadmap to outline the processes and technology to get you there.

Personalization is Key

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Customer Expectation
68% would choose a store that offers personalized promotions over a store thatdoesn't.
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Customer Expectation
31% are likely to shop at a store that offers product reccomendations based on social media activity.
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Retailer Opportunity
45% of Stores are focused on improving personalization across channels.
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Retailer Opportunity
68% of stores need to improve their ability to utilize customer insight to meet expectations

CRA’s experienced consulting team helps retail and restaurant organizations:

Strategy

Businesses often come to us with a problem within their systems, without knowing exactly how to identify, isolate and resolve it.

Strategy

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Evaluation

A selection engagement is a formal evaluation and selection of technologies and strategies that suit your needs.

Selection

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Implementation

We help you implement your new strategy, process or technology utilizing our experience in management and execution across hundreds of retail projects.

Implementation

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Related Resource

FLIPPING THE SCRIPT

​Despite a disastrous start to the new decade, the physical store will endure.

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