Mastering Multi-Channel Engagement & Experience with Aster Business Solutions

Teradata Guided Analytics
Teradata Employee

Has any vertical other than retail been so visibly and dramatically impacted by the shift to multi-channel business models? Sure, the examples of brick and mortar retailers driving increased revenue online abound. But what about primarily web-based businesses that now have competing offers to deliver groceries and household goods to your residence the day of your order?

There is another model that, though it may not be as hyped, is also changing the way retailers do business and drive revenue. That is the buy online, pickup in-store (BOPIS) model. In fact, eMarketer recently pointed to research showing that last year Sam’s Club saw 30.2 percent of its ecommerce revenue in the form of in-store pickups. Kmart saw 22.6 of its ecommerce sales also picked up in-store, according to the study.

With so many multi-channel models being adopted and tested, I began thinking about the role that Aster Business Solutions can play in helping manage and analyze experiences to the benefit of both retailer and customer.

  • Customer Satisfaction Index – With customers engaging across so many channels, how can you know when you are creating positive experiences or creating obstacles? The CSI solution lets you take a holistic view of your operations across all channels and data sets so you can increase loyalty and retention while improving your operations along the way.
  • Product Recommender – Customer-centric recommendations have become a key piece of the customer experience and help generate customer loyalty. Your customers are happy to continue buying from you if they feel like you know them and you make relevant offers. One of the analytic techniques underlying our Product Recommender solution, personalized SALSA, intelligently segments groups of similar customers. It would be interesting to see how recommendations for customers who routinely pick up products in-store compared to those who have their orders delivered.
  • Customer Journey – Stay tuned for more on this solution, but suffice to say we are about to make it extremely simple to visually explore and report on multi-channel journeys. This should be very valuable for companies hoping to understand how and when customers shift from mobile to PC to in-store to call center and back again.
  • Onsite Search Optimization – No discussion about the shift in retail sales models is complete without discussing the impact of online sales. With our search optimization solution, you can ensure that your customers always find the products they are searching for on your site. We leverage existing keyword functionality alongside advanced machine learning techniques to intelligently identify the products your customers really want and are likely to buy. Retailers have seen multi-million dollar improvements in a matter of months with this solution alone.

With these solutions, retailers can really stay ahead of their competition in creating positively engaging multi-channel experiences for their customers. Get in touch with your Teradata account executive or send me an email at if you’d like to explore these solutions in more detail or figure out the best place to start.