In the retail industry, competition is inevitable. As consumers have more choices regarding quality, price, and service, interactions and experiences become the differentiating factors influencing purchasing decisions. Therefore, the race among retailers now goes beyond price competition or store expansion strategies, but also creative approaches to delivering exceptional customer experiences across all touchpoints from Online to Offline (O2O) on The Master Channel.
Interactions Between Retailers and Customers
There are countless interactions occurring daily between retailers and customers. Perhaps the most common is when a customer sees a brand’s online advertisements, actively seeks information, or clicks on a link in the ad content and is directed to the website. After viewing and comparing information, the customer decides to visit the nearest store for advice and to experience the products.
Another common interaction in retail promotion campaigns is when customers receive SMS, Zalo, or email messages for specific occasions, such as Black Friday. A portion of these customers will click on the link in the message to play games, accumulate points, hunt for vouchers, etc., and then visit the store to redeem rewards or purchase discounted items. These are typical Online to Offline (O2O) interactions between retailers and customers.
In addition to online interactions, the advantages of offline stores are also crucial. Customers are often drawn to eye-catching advertisements at stores in prime locations and will choose to step inside.
However, whether online or offline interactions, most retailers deliver similar content, such as “we have special offers…” to attract customers.
Upgrading O2O Interaction with The Master Channel
Traditional methods of frequently offering discounts or vouchers no longer effectively attract customers.
Instead, deploying promotional activities on The Master Channel not only helps retail businesses upgrade customer experience with a variety of engaging interactions such as playing games, conducting customer surveys, giving vouchers for customers’ birthdays, reminding customers to use vouchers at the store, or accumulating points to receive gifts, but also optimizes costs thanks to the ability to segment customers and automate interactions with PangoCDP’s support.
Marketers will witness voucher usage rates increase by 2-3 times compared to traditional methods. Especially, campaigns on The Master Channel can measure effectiveness in real-time, enabling timely adjustments and optimization of campaign scenarios.
The Master Channel also leverages the advantages of offline stores with QR codes linked to activities like voucher hunting games, scanning QR codes to view product demos, and then automatically interacting with customers.
The entire process of customer interaction journey on The Master Channel for Retailers will be showcased at Build & Warm The Master Channel – Season 5: Online to Offline Interactive Exhibition.
With a much larger scale than previous seasons, the event will take place at the Nguyen Du Gymnasium – 116 Nguyen Du Street, District 1, Ho Chi Minh City, on March 22 & 23, 2024, from 9:00 AM to 5:00 PM.
If you’re interested in Retail, the event will provide the latest insights through firsthand customer role experiences. Alongside, expert “tour guides” in the data and marketing field will present and explain the entire underlying platform, including PangoCDP and the Zalo Mini App.
Attendees will be divided into groups of 5-10 members and guided by a “tour guide” through interactive tours lasting 15-20 minutes. They will be presented with scenarios of online interaction and directly experience offline store visits, as well as play games to win prizes.
After completing the “tour,” attendees will join specialized workshops to hear from industry experts sharing insights on The Master Channel concept for Retail in implementing innovation engagement activities between retailers and customers.
Build & Warm The Master Channel – Season 5: Online to Offline Interactive Exhibition is organized by PangoCDP, VietGuys, and partnered with DentsuX, Giftee, Zalo Mini App and Creative Point.
This interactive exhibition features a series of continuous demo scenarios, simulating the customer purchase journey and data flow from Online to Offline over two days with the following “demo tours” and specialized classes:
Note: Due to limited seating in the specialized class, guests are required to register and attend at least 45 minutes before the class time to arrange the interactive experience tour and then participate in the class.
