June 29, 2017
When we think of the customer experience, a cloud managed networking tool is generally not the first thing that comes to mind. It might even be the last. Yet, using Meraki Next Gen Retail solutions, you can gain significant insight into customer behavior and use that insight to mold your customer experience to meet their needs.
Meraki and the Customer Experience
Meraki improves the customer experience with a series of tools all available within Meraki networking products. One of the core benefits of Meraki is the convenience of centralized management. All of your network equipment can be managed through the cloud, however, what we want to focus on here is those features that can directly benefit the customer. That leaves us with three key features.
Guest WiFi
More businesses today are offering guest WiFi services in their place of business. This is primarily found in hotels, lounges, and coffee shops, but with the prevalence of business-specific apps, even retail stores may find it attractive. Meraki provides one of the easiest ways to enable guest WiFi in your establishment. Furthermore, Meraki can integrate the WiFi with Facebook to allow guests to “check-in” to your establishment to promote your brand and capture additional data on the user.
Analytics Reports
Meraki Retail can capture data used by shoppers to provide greater insight into buyer activity. You can learn what devices are used in your store, what websites those users are visiting while shopping, and even time spent browsing. In large retail environments, Meraki can even track where guests are walking throughout the store.
Shopper Sign-On Integration
By integrating the Cisco Meraki EXCAP API with your customer loyalty programs and CRM, you can uncover a wealth of information and opportunity. You can track and build shopper activity profiles and identify trends in network activity relative to shopping behavior. This activity can then be tied to your CRM to identify high value shoppers with a history of large or regular purchases. In addition, you can also use this integration to plan location-based ads, send updates to smart phones, and activate loyalty rewards.
The Customer Experience Is more than the Contact Center
It is easy to focus your energy on improving the contact center, and just as easy to forget about the other aspects of customer service and the customer experience. In an omnichannel strategy, the business must be able to provide multiple non-siloed avenues of communication, and the retail environment counts as one of those avenues. Using the guest WiFi feature and Shopper Sign-On integrations, you can merge the physical with the digital and break down another barrier in your omnichannel strategy.
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About Mindsight
Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our highly-certified engineers and process-oriented excellence have certainly been key to our success. But what really sets us apart is our straightforward and honest approach to every conversation, whether it is for an emerging business or global enterprise. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.
Contact us at GoMindsight.com.