Building Better Relationships with Consumers during ‘Moments of Influence’

For centuries, retailers endeavored to excel during the “moment of truth” – that moment in time when shoppers made the ultimate purchase decision in the store.  Retailers who consistently exceeded customer expectations at that single moment in time were typically more successful than those who struggled to master the moment.  The last decade, however, as shopping journeys include more channels, more devices, and more touch points, has seen a dramatic shift, from a single moment of truth to several “Moments of Influence.” 

Those Moments of Influence include the moments of discovery, exploration, comparison, socialization, selection, and post-sale communication.  The path to purchase suddenly seems much more daunting than it has for most of retail’s long history, and retailers must adapt to succeed.

During the 2013 National Retail Federation (NRF) Convention & EXPO, I sat down with Alicia Fiorletta of Retail Touchpoints to discuss these Moments of Influence, and how the merger of RedPrairie and JDA can have an impact on retail’s ability to excel at every step along today’s winding path to purchase.  Watch the video below and let me know your thoughts in the comments.

JDA Software

JDA delivers end-to-end supply chain solutions that help you seamlessly connect your supply chain and profit more in an omni-channel world. With JDA, you can seamlessly deliver for your end-customers, optimizing their experience with your retail store or product — all while you achieve your profit goals. More than 4,000 JDA global customers use JDA integrated retail and supply chain planning and execution solutions to optimize costs, increase revenue and reduce time to value. Our mission is to help you seamlessly connect your supply chain so you can deliver for your customers.

No Comments

Be the first to start a conversation

Leave a Comment