Boston Retail Partners report identifies key areas where retailers should utilize social media to improve the customer journey

Boston, MA, 2016-Aug-24 — /EPR Retail News/ — According to a new special report from Boston Retail Partners (BRP), social media produces unlimited opportunities to create a memorable and personalized customer shopping experience; however, most retailers are not successfully executing their social media strategies. According to the BRP SPECIAL REPORT: Enhancing Customer Engagement Through Social Media, 81% of retailers using social media to engage with customers indicate that their processes need improvement.

“Social media provides retailers with unprecedented visibility into their customer base. It provides a venue where retailers can directly communicate with their customers and it can be an extremely powerful tool for collecting and using customer insights to improve planning decisions,” said Brian Brunk, principal at BRP. “Retailers can understand who the customer is, what she wants, when and where she wants it, and even why she wants it based on social media postings and feedback.”

This Special Report provides insight into BRP’s 2016 Customer Experience/Unified Commerce Survey and highlights the social media opportunities and challenges facing leading retailers today.

The report identifies five key areas where retailers should utilize social media to improve the customer journey:

  • Experience – 69% of retailers see opportunities to utilize social media to enhance the customer experience
  • Interaction – 75% of retailers support customer interaction via social media
  • Endorsement – 59% of retailers plan to utilize brand advocacy/ social media endorsement as a source for identifying their most valuable customers within three years
  • Satisfaction – 59% of retailers utilize social media comments as a means of measuring customer satisfaction
  • Insight – 60% of retailers capture customer feedback and insights from social media and online comments

To download the complete BRP SPECIAL REPORT: Enhancing Customer Engagement Through Social Media, visit:

https://bostonretailpartners.com/2016-brp-special-report-social-media/

The 2016 Customer Experience/Unified Commerce Survey sponsors are Aptos (platinum), Experian Data Quality (gold), Fujitsu (gold),Manhattan Associates (gold), NCR (gold), PCMS (gold), Radial (gold), and Enactor (silver).

About BRP
BRP is an innovative and independent retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Information Technology | Private Equity

For more information on BRP, visit www.bostonretailpartners.com.

Media Inquiries:

David Naumann
916-673-7757

Source: Boston Retail Partners

Website Optimization Creates Competitive Edge for AreaRugsClub.com

A website is an online retailer’s most powerful weapon for creating a competitive edge in today’s global marketplace. A website has only seconds to impress a potential customer before moving on to browse another site. As important as first impressions are to drawing a web surfer into exploring a site, the ease of navigation and filtering will keep them there.

AreaRugsClub.com is an Internet retailer who has profited from understanding the link between a user friendly website and increased sales. Since its inception in 2007, the Area Rugs Club, a purveyor of all grades of floor coverings, has been dedicated to total customer satisfaction. Winner of the LA Daily News Reader’s Choice Award, the company is widely known for its over-the-top Area Rugs Club benefits; 150% price match guarantee, 30-day in-home trial period and multiple freebies, such as no-tax shipping,rug pads and no restocking fees.

However, AreaRugsClub.com com believes value-added opportunities can rapidly lose their value if the website is not kept technologically optimized. Sales Manager James Bajoul explains the Area Rugs Club philosophy, “We have spent many hours enhancing our website’s search component by including filters for color, material, shape, brand and size. Our aim is to make our customer’s shopping experience as pleasant as possible. A fully optimized website is a win-win situation. It allows us to offer the consumer an inventory consisting of thousands of rugs, ensuring the opportunity to find the perfect rug as quickly as possible.”

Going through thousands of rug choices can be a daunting task, however AreaRugsClub.com recently updated their website to be even more user friendly. In addition to offering multiple filtering options, a new pop-up box feature provides product information when a mouse rolls over a thumbnail; saving a great deal of viewing time for the consumer.

Strong advocates of value-added customer service, AreaRugsClub.com also increased the personalization of the online shopping experience by adding a blog and informative articles to their website, as well as, delving into the social media phenomenon by creating a Facebook page. Interaction with FB friends has helped the Area Rugs Club assess how to better serve both their current and future customer base.

AreaRugsClub.com is part of a family-owned business founded in 1984. Membership is free and automatic with a first purchase. AreaRugsClub.com offers thousands of floor covering options at the lowest prices in the marketplace. Exceptional customer service, an easily navigable website and value-added articles, all serve to optimize a member’s ability to choose the perfect rug for the best value.

Via EPR Network
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