Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 37

It's also important for retailers to understand
that omni-channel customer engagement isn't
just one product. It's not just about the database, or fulfillment, or personalized message
or scan-and-pay. It's about putting all of these
tools together to create a fully-featured, world
class customer experience.
CR: Loyalty can be viewed in a number of
different ways. How do you view loyalty
and how does it tie in to personalization?
AA: True customer loyalty is not about dollars
or points. It is an emotion. It's about the love
that a customer feels for a brand based on what
that brand stands for, how
they make the customer
"You can do amazing feel when they're in the
store, and how they provide
things by leveraging
that extra level of service
data and information
that makes the customer
feel special, like their busiabout the customer
ness truly is valued. That
to serve them better,
is Loyalty with a capital
reward their loyalty
'L'. Loyalty that focuses
and create a fantastic, on your existing customers will always pay divione-of-a-kind experi- dends. It is enduring. That
tomer data that we already
have to treat each individkind of loyalty endures the
ence for them."
ual customer as the special
good times and the bad.
ANDREW ARMSTRONG
people they are. And as you
So,
when
you look at things in this
omNovos
get to better understand a
light, omni-channel customer encustomer that's shopping
gagement is really about driving
more frequently with you and spending more
true customer loyalty. After all, loyal customers
with you, you're able to move that customer
are as much as nine-times more valuable to any
up the value chain by making specific ofretailer's bottom line than prospects. So, cusfers or content available to them. You can do
tomer engagement strategies should be about
amazing things by leveraging data and informoving customers up the Customer Lifetime
mation about the customer to serve them betValue (CLV) chain.
ter, reward their loyalty and create a fantastic,
And that's where we come in. We are not
one-of-a-kind experience for them.
about Customer Acquisition. Our entire focus
as a company is on helping retailers drive exCR: How can retailers achieve this level of
isting (i.e. known) customers further up the
personalization with customers?
value chain. Turning occasional visitors into
fans and fans into advocates. And that's how
AA: When you can connect the information
data and personalization will drive business
that you have with the activities, behaviours
going forward.
and transactions that are happening across
all channels-online, in-app and in-store-you
omNovos is an omni-channel customer engagecan create a consistent customer experience.
ment service provider that offers tools and conWhen you understand your customer, you can
sultation to help retailers achieve a consistently
make recommendations to them, upselling
personalized experience for their customers and
develop greater loyalty among them. For more
and cross-selling. True personalization is the
information about the ways omNovos can help
result of a retailer knowing who the customer
your business, visit https://omnovos.com.
is, what they want and how they like to shop.
www.retailcouncil.org/cdnretailer

FOOD & GROCERY

| CANADIAN RETAILER | 37


https://www.omnovos.com http://www.retailcouncil.org/cdnretailer

Canadian Retailer Magazine - The Food & Grocery Issue 2019

Table of Contents for the Digital Edition of Canadian Retailer Magazine - The Food & Grocery Issue 2019

Contents
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 1
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 2
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - Contents
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 4
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 5
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 6
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 7
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 8
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 9
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 10
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 11
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 12
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 13
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 14
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 15
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 16
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 17
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 18
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 19
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 20
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 21
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 22
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 23
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 24
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 25
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 26
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 27
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 28
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 29
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 30
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 31
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 32
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 33
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 34
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 35
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 36
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 37
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 38
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 39
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 40
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 41
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 42
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 43
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 44
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 45
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 46
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 47
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 48
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 49
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 50
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 51
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 52
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 53
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 54
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 55
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 56
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 57
Canadian Retailer Magazine - The Food & Grocery Issue 2019 - 58
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_supplychain19
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_digitalretail19
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_sustainability19
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_foodandgrocery19
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_retailcommerce
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_technology
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_supplychain
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_lossprevention
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_bricksandmortar
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_foodandgrocery
https://www.nxtbook.com/nxtbooks/rcc/canadianretailer_marketing
https://www.nxtbookmedia.com