DEM is referred to the practice of managing and optimizing every touchpoint a customer has with a brand online, from the initial brand search to post-purchase support. It’s about creating a seamless and consistent customer experience across all digital channels, including websites, mobile apps, social media, and more.

In this blog, we’ll explore the prominence of Digital Experience Management in the age of customer-centricity. We’ll discuss how DEM can help businesses meet the expectations of modern-day digital enthusiast customers, improve brand loyalty, drive revenue growth, and create a competitive advantage. We’ll also look at best practices for designing and implementing a successful customer experience management strategy and discuss the future of DEM and its impact on businesses of all sizes.

Meeting Customer Expectations

Customers expect seamless and personalized experiences across all digital channels in today’s digitized world. A DEM platform is essential to meeting these expectations, as it ensures that every interaction with a brand online is positive. By prioritizing personalization, omnichannel management, and customer service and support, brands can better meet customer expectations and create a loyal customer base.

One real-world example of how digital experience management has helped a brand to meet customer demands is the strategy of Nike, the global sportswear brand. Nike leveraged experience management to create a personalized customer experience across all touchpoints, resulting in increased customer satisfaction and revenue growth.

Nike introduced its NikePlus membership program, which offered a personalized experience to its loyal members. Members received exclusive access to new and limited-edition products, discounts, and customized training programs based on their fitness goals. Nike extensively used data analytics to gather insights on customer behavior and preferences, which allowed them to create personalized product recommendations and tailored experiences for each member.

Improving Brand Reputation

Digital experience management helps businesses monitor and manage their online reputation, ensuring that any negative feedback is addressed promptly and positive feedback is amplified. Using data and analytics to measure and improve the customer experience, companies can build trust, increase customer loyalty, and create a strong brand reputation that will stand the test of time.

One thought-provoking example of how digital experience management software has helped a brand to improve its brand reputation is the case of Airbnb, a popular online marketplace for vacation rentals. Airbnb faced a significant challenge in managing the quality of the listings on its platform. Some hosts offered subpar accommodations that did not match the descriptions or photos provided, resulting in bad customer experiences and destroying Airbnb’s brand reputation.

Airbnb launched a DEM strategy to address this issue, prioritizing quality control and transparency. They launched the Superhost program, which recognized hosts who provided exceptional hospitality services and maintained high standards for their listings. Superhosts received a badge on their profiles, which improved their visibility and credibility on the platform.

Driving Revenue Growth

A positive customer experience can increase customer loyalty, repeat business, and referrals. DEM platforms help companies to create a seamless and enjoyable customer journey, leading to increased revenue growth and profitability. By optimizing the product experience, brands can improve customer satisfaction and loyalty, leading to increased revenue.

An example of DEM helping a brand improve revenue is Sephora’s case. Sephora is a popular cosmetics retailer that has leveraged customer experience management to enhance the customer experience across all digital channels. 

One of the ways Sephora has optimized its product experience is by using personalized recommendations. Customers who visit the Sephora website or mobile application are presented with customized product recommendations based on their previous purchases and browsing history. This helps customers find the right products relevant to their interests and needs, which can lead to increased sales. Sephora also uses social media to enhance its user experience. For example, the company has a strong presence on Instagram, where it shares user-generated content and showcases its products in a visually appealing way. This helps to build brand awareness and engage with customers in a more fruitful and meaningful way. 

Creating a Competitive Advantage

In today’s crowded digital landscape, businesses need to find ways to stand out from their competitors. DEM can give businesses a competitive advantage by providing a unique and memorable digital experience that sets them apart from the competition.

Burberry, a fashion brand, has been using DEM software to enhance its customer experience and stay ahead of its competitors. The brand has created a digital strategy integrating all its online and offline channels to create a seamless customer experience. This strategy is based on three key elements: personalization, convenience, and innovation.

Burberry has implemented a range of digital tools to personalize the customer experience. For example, it uses data tracking and analytics to track customer behavior and preferences and then uses this information to tailor its digital promotions. The brand also offers a personalized shopping experience on its website and app, where customers can create their profiles and receive customized recommendations based on their preferences. To improve convenience, Burberry has focused on making its products easily accessible through various channels. 

Digital Experience Management has become a critical aspect of customer-centricity in today’s digital age. With customers becoming more digitally savvy and expecting seamless experiences across all channels, companies must prioritize the management of their digital touchpoints. By implementing DEM strategies, businesses can deliver personalized, convenient, and innovative experiences to their customers, thus building competitive advantage and driving business growth.
At PIMworks, you can explore a wide range of unique features that can optimize your DEM journey. Share your needs with us, and our experts will curate best-in-class solutions to fulfill your needs. Join us to deliver the best customer experience to your clients and achieve great brand recall and loyalty.

The post The Importance of Digital Experience Management in the Age of Customer-Centricity appeared first on PIMworks Blog | Fresh Retail Insights.

What is a digital shelf?

The digital shelf is the new buzzword in online business. This marketing term refers to all the touchpoints of customer interaction with brands, from research to purchase of the products. It is an online space where businesses organize and store their products. Additionally, digital shelves help businesses to reduce clutter, maximize storage space, and provide customers with an easy way to find what they’re looking for.

Further, it allows customers to pursue products in an environment that is tailored to their requirements. It includes site banners, category pages, product pages, or anywhere shoppers can research and buy a product online. They may also feature videos or images of the products so customers can see what they are exactly buying.

3 key features of an efficient digital shelf

Digital shelves can be an incredibly powerful way to sell your products. To create a good one, you need to consider how your product will be used and what features are essential for making it easy for customers to find and buy. Here are the key factors for creating a winning digital shelf. 

Omnichannel 

Omnichannel is the defining characteristic of a good digital shelf. This term refers to the various channels and marketplaces through which a customer can interact with your business. It otherwise means availing your products in as many different places as possible. By diversifying your digital shelf across different channels, you are able to reach more potential customers and provide seamless experiences across all platforms.

Additionally, by being omnichannel-ready, you can react quickly to any changes or trends that occur in each sector. This way businesses can stand out from the competitors who may not be prepared for these shifts.

Simple to use and navigate

Customers want easy access to information regardless of their level of expertise or technical literacy. Hence, your digital shelf should be well designed, and easy to use for everyone. It should allow customers to effortlessly browse through a variety of products. The layout should be intuitive and organized well allowing the customers to find what they need without spending much time.

Accurate and updated product information

The digital shelf you design must provide rich content—including product descriptions, images, videos, etc. This makes the shoppers aware of what they are deciding to buy. In addition to this, it is also essential that you provide high-quality product descriptions and images that are relevant to your target audience and up-to-date. 

How can a good digital shelf help your ecommerce business? 

The digital shelf provides businesses with an online store that functions like a physical storefront. It helps businesses to display and sell their products online while creating an efficient purchase journey across touch points. Additionally, with digital shelves, businesses can also manage their product information, and inventory, and get better insights into product sales. 

Further, Readycloud states that today 22% of shopping cart abandonment is due to poor website and user interface. With a good digital shelf, brands can create e-commerce pages that are visually appealing and easy to navigate. This way customers can easily find you while looking for products related to your niche. Hence it is an essential tool for ecommerce businesses who want to enhance their online presence and reach new customers.

How can PIMworks enhance your digital shelf?

A messy desk creates unpleasant working conditions! The same applies to your digital shelf. If it is cluttered accessing the data you need could be difficult. This can lead to confusion among your customers and staff, decreased productivity, and overall lower morale. All you need to clear this mess is to invest in an effective PIM solution.

Here are 4 simple ways how PIMworks can help you enhance your digital shelf.

Creating rich product content

Good product content is key to a successful online business because it attracts attention, converts lead into customers, and strengthens customer loyalty. Product content includes product descriptions, specifications, images, how-to-use videos, etc. What makes good product content stand out? Well, it should be engaging, informative, and easy to navigate. 

According to Findstack, 81% of the customers decide to buy or not buy your products based on your product content. PIMworks’ content enrichment feature allows you to create rich product content, that is tailored according to your business needs. We help you to compare and crawl data from top-performing websites to make your product content market ready. Further, updating your content on time becomes easy with PIMworks. This way the customers have access to accurate and updated information while they make a purchase decision.

Sharing content across channels

Syndicating product content across channels is important to provide an omnichannel customer experience. By syndicating your content to various social media platforms, web pages, e-commerce platforms, and more, you are able to tap into a wider audience that may not otherwise be aware of your products or services.

PIMworks’ multichannel syndication feature helps you to share consistent and updated information across marketplaces, instantly. Not sure if your content is relevant? We check your data accuracy scores and help you create marketplace-compliant content. Additionally, this feature can help to increase your brand visibility in search engines.

Managing data in a single place   

Are you struggling to manage the ample amount of data, in various formats from your stakeholders? We understand how scattered data can tire your business. It can be difficult to retrieve important data when you need it. This is especially true if the data is stored in multiple locations or on different systems. Hence, having a centralized system in place can help your business manage data easily.

PIMworks’ DAM module now helps you to overcome the chaos of scattered data. It provides a centralized repository where you can optimize and manage all your digital assets in a single place. With this feature, you can securely access, retrieve and update information quickly whenever you want. Further, we automate your business’ manual data entry tasks with a bulk data upload feature, so your teams can focus on more strategic tasks.

Automating workflow

Does your business require more than an individual or department to work on product information? But don’t too many cooks spoil the broth? Luckily, not anymore! 

PIMworks’ inbuilt workflow module allows multiple people and teams to work efficiently on the same project, with improved communication. You can now regularly track who has access to the data and what changes are being made to it. In addition, collaborative workflows promote team collaboration and creativity, both of which are essential for winning deals. 

PIMworks is the most affordable and efficient way to improve your digital shelf, which in turn can boost your sales. But the success depends on how well you manage your product information and provide your customers with what they expect to see. To learn more about how PIMworks can help lead you to the top of the ladder, schedule a demo!

The post 4 ways to win your digital shelf using PIMworks appeared first on PIMworks Blog | Fresh Retail Insights.

Every businessman or woman, retailer, manufacturer, or brand is talking about it. Customers are now present across every possible channel out there and they expect brands to be where they are. A joint study by Google and Sterling brands says that customers spend 82% more while purchasing across multiple channels and expect brands to serve them across all the channels that they are in. That brings us to the all-important question.

What is OmniChannel ecommerce?

Many of us would be familiar with the term multi-channel ecommerce, which means selling across multiple channels like a website, or marketplaces like eBay, Amazon, and brick and mortar stores. Each channel works separately and is independent of the other. 

Omnichannel ecommerce is very similar to multi-channel ecommerce. It is a multi-channel sales approach that focuses on providing a seamless customer experience across all the different platforms, from a website to the brick and mortar store.

So, what differentiates the two? The big difference lies in the fact that omnichannel ecommerce connects all the different channels to provide a consistent, personalized, and seamless customer experience whereas multi-channel is the mere presence of a brand across various platforms. The shoes you viewed on your laptop are the same ones you were checking out on your Instagram and the same pair you received an email about when they went on sale last week. The message and the product information are consistent, device-agnostic, and, most importantly, customized to you, the customer.

Many businesses take a multi-channel approach, but that does not guarantee an omnichannel experience for the customer. Omnichannel commerce eliminates the silos created by multi-channel commerce and focuses on providing a holistic experience to the customer and reducing the gap between offline and online.

Customers are shopping across platforms, and brands must serve the customers at their convenience. You must be ready to take the jump to get that much closer to your customers, and omnichannel commerce helps you achieve it.

Here are four reasons why brands must be omnichannel ready with their products

Improved Customer Experience

Let’s face it. Customer experience is everything in the current digital world. Customers are spoiled for choices, and providing them with the best possible experience helps keep competitors at bay. With an Omnichannel approach, brands can provide a seamless customer experience.

Let’s use a retail fashion store as our example. Customers might be browsing Facebook on their laptops when they see an ad for a nice pair of shoes. They can click on it, and it leads them to the store’s Facebook page, where they can read more information about the product. From here on, they can proceed to buy the shoe from the store’s website. Before buying, they find out that their size is not available. They can then contact the store’s support team through the live chat widget on the website. They come to know that the size is available at a retail store near them. The customer can pre-book the shoes and collect them from the store the next day.

The customer had various touchpoints, and each touchpoint was connected to the next one, thereby providing a seamless experience to the customer. The customer got to purchase from a touchpoint that they were comfortable with and had a personalized experience throughout. This personalization helps improve the customer experience and helps brands get more and more customers.

Better Brand Loyalty

Improving the overall customer experience through an omnichannel approach also results in better brand loyalty. A study by Omnisend found that customers who are connected with a brand in three or more channels were 90% more likely to buy from the same brand again. Once brands establish an omnichannel approach, customers know that they are likely to get a personalized experience every time they encounter your brand. This results in customers sticking to a particular brand, meaning more number of repeat customers. More the repeat sales, the better the customer’s loyalty toward the brand, win-win, right?

More channel=more sales

Now, this is an easy equation for the brain to remember. A study by Forbes says that 82% of shoppers tend to research a product from their smartphones and on the internet before making a final purchase. So, if a brand is present across multiple channels, it guarantees them sales, right? No, it doesn’t.

Customers want a holistic experience. They look at a product first through an Instagram ad, then study about it through the product’s webpage, and finally make a purchase through a marketplace. A brand needs to have consistent product information across all the channels that the customer is in. This enables the customer with their buying decisions and also helps the brand earn more revenue across channels.

Better data collaboration and cost reduction

With the old multi-channel approach, brands stored marketing analytics from various channels in silos. The data from each channel didn’t interact with or influence the action of the other channels. Brands were unable to manage all product information from a single place, which leads to more manual work and lesser efficiency.

An omnichannel approach brings all sales channels together. It combines the brand’s data streams to easily get a strategic view of their marketing efforts and take a more holistic approach towards marketing the product. It also enables brands to more precisely track customer behavior and see which channels buyers are interacting with before making a purchase, so brands can better allocate their marketing budget and reduce costs.

In the same retail fashion store example, brands can collide the customer data available from their Facebook page, their website, and their retail store and find out through which channel the customers prefer buying. Based on that, the inventory and stock can be adjusted accordingly, and the majority of the budget can be put towards a particular channel, thereby reducing unnecessary costs.

With all the challenges associated with an omnichannel approach like managing all product information from a single place, providing consistent product information across various channels, etc., a question might linger over your head on whether it is possible to be omnichannel ready.

The simple answer is, yes, it is possible.

A simple Product Information Management (PIM) solution might solve all your problems. A PIM solution like PIMworks will make it possible for you to be omnichannel ready with your products by allowing you to manage all product information from multiple channels in a single place, enabling you to provide rich product content and helping you provide a seamless customer experience to your customers.

So are you ready to take the jump and bridge the gap between you and your customer so that you can stand apart from your competition? Of course, you are.

The post What makes Omnichannel ready products stand out in the market? appeared first on PIMworks Blog | Fresh Retail Insights.