Increase cross-channel sales - By understanding how your customers use your different channels together.

As Internet commerce becomes more and more the norm, your customers’ expectations of a seamless shopping experience across all channels continues to grow.  Research reveals that while cross-channel shopping will likely top $1 trillion by 2012, less is known about the actual shopper behavior that drives customers across channels.*

FlowMonitor’s satisfaction measurement solution provides you with an understanding of exactly how to delight your customers the entire time they engage your brand via your stores, Web site, catalog, call center, kiosks, or mobile store.  We check in with your customers at key stages in the purchase process.  Whether they are browsing your Web site to prep for a store visit, or come into a store to pick up a Web order, your customers’ thoughts are goldmines of useful insights on how to deliver an exceptional and consistent brand experience across all touch points. 

Our unique methodology keeps up with the hot topics that define the ever-increasing demands of the sophisticated multi-channel shopper.  By asking the right questions at the right time, and diving deeper when customer data reveal something particularly noteworthy we are able to understand:

• Which transition areas from one channel to another are a source of customer frustration?
• Does my Web site deliver on all of my customers’ needs, whether they came to buy or look for information?
• Which products that I sell are most likely to be researched online and bought offline by cross-channel shoppers? How can I provide the best possible experience to these customers who already engage multiple touch points of my brand?
• How can I leverage product promotions to encourage buying online and offline?

Flow Monitor’s comprehensive customer experience management solution will answer these and other questions so you can prioritize efforts and resources accordingly and provide your customers the best cross-channel shopping experience possible.

* How Consumers Actually Shop For Retail Products Across Channels, May 9, 2008, Report by Forrester Research