There’s a lot of focus on customer experience (CX) in 2020. We know this due to the successful CX event that we co-hosted at Google in Melbourne earlier this year.

Although there is no doubt that customer experience is important, consistently good customer experience doesn’t just happen. It’s your team that makes it happen, which is why employee experience needs to be a top priority when planning and setting budgets in 2020 and beyond.

Research shows that happy, engaged employees = happy, returning customers and brand advocates. Data doesn’t lie. There is a direct correlation between employee experience (EX) and customer experience (CX). So how can you improve EX to help develop a connected, collaborative, enthusiastic and committed workforce? Cloud devices can help. When employees are empowered with the right tools and resources it’s the perfect foundation for providing a differentiating customer experience.

Here are three such tools and resources

Everything your team needs is in the cloud. Why not enable them with cloud-native devices that will boost productivity, enhance collaboration and provide your cloud-workers with the resources that they need when they need them? Chromebooks are designed to be a simple, secure, and speedy way to work from anywhere, anytime. From the shop floor to the back office, these reliable devices are an affordable way to improve the employee experience, quickly.

Frontline workers are the backbone of your business. The Chrometab is a versatile, portable, touchscreen solution that empowers your employees to facilitate a world-class customer experience. With a ruggedised, secure, high-performance design, the Chrometab’s 10-hour battery life will keep employees and customer engaged and connected.

A recent Harvard Business Review report found that organisations that prioritise employee experience technology are well-positioned to work remotely with efficiency and that agility can prove to be a competitive advantage. Neverware is an easy way to transform your old laptops or aging Macbooks into high-performing Chrome devices. During a time of unparalleled supply chain constraints, Neverware is an ideal solution to make use of what you already have to improve the employee experience.

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Conclusion

We believe that people are the key to technology.

The right cloud devices can make a measurable impact on your employee experience and drive successful outcomes for all involved. Investing in your people is one of the best things that you can do right now.

Please get in contact if improving employee experience is important to your organisation in 2020. We are here to help and can give you a virtual demonstration of these and other cloud-ready solutions.

2020 has given many businesses time in which to replan their future and refurbish their stores. Smart businesses included digital signage in their plans. If you’re thinking about refurbishing, you must think about digital signage as well.

Opening a new store or refurbishing an existing one is no small project. If it’s part of a broader plan there will be many stakeholders to satisfy: Store Design, Marketing, IT and of course, the CFO. Though each party has different priorities, the overall objective is about propelling the organisation into the new consumer landscape. An objective that’s never been more relevant than it is today.

Digital transformation is now the central pillar of any refurbishment, and that’s why it’s the perfect time to invest in a digital signage solution.

Research from Google suggests that over half of all purchase decisions are influenced by digital marketing, and bringing an online experience into the physical world is one of the greatest challenges facing retailers.

Consumer engagement has never been more important for businesses that have yet to establish an in-store digital strategy. Even knowing where to start can be daunting. Here are some common challenges that digital signage can overcome and why including it in the architectural design and shop fit makes perfect sense:

Posters are boring

Not to mention high maintenance and labour intensive. You know the headaches caused by printing in multiple (non-standard) sizes then relying on human compliance to ensure all of that expensive content reaches its audience on time. There’s got to be a better way, and there is. Put digital signage at the top of your refurbishment to-do list.

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Shopfitting adds value

Although retrofitting digital screens is always an option, it can look like an afterthought (usually because it was). When you see digital signage that has been part of the architectural design and installed by professionals, it actually serves as more than a marketing tool. It improves the aesthetics, enhances customer experience and validates you as a digital native.

Refurbishment helps fund hardware

It’s unlikely that your marketing team doesn’t want an easy-to-manage digital signage solution. It’s more likely that they have been requesting it, and looking for a way to fund it, for years. Now’s the chance. While budgets for shelving, lighting, furniture and fittings are getting approved, it makes sense to incorporate a digital signage network into the refurbishment budget. More sense than Marketing having to fund the network from budgets set for brand awareness and boosting sales.

It’s a great time to plan for the future

To paraphrase Karen Lamb, the best time to start a digital signage strategy was one year ago. Failing that, today will do. Digital transformation is inevitable. When all the stakeholders come together, when the refurbishment plan places digital signage and cloud-based technology at the heart of that development, the results are empowering.

Learn More

These are just a handful of reasons to involve digital signage when planning a rebrand, refurbishment or new site. If you need help incorporating an innovative, easy-to-use digital solution into your upgrade, get in touch. We have helped some of Australia’s favourite brands connect with consumers, boost sales, streamline communications and improve operational efficiency. Let our team show you how digital signage adds real value to every project.

Back in 2005, I bought my first flatscreen TV. It was a 32″ Samsung which I am pleased to report is still in operation today. It seemed quite cutting edge at the time because it had an HDMI port. To be honest, I didn’t even know what HDMI was, I just knew that it was better than RCA.

Fifteen years later and that screen is now in my bedroom. Over those years, my media consumption habits have certainly changed: back in 2005 there was no Netflix, Facebook or even iPhones. And if you asked me today, I would tell you that I don’t really watch TV. My kids don’t, they don’t even care about which device they consume media on. They just call it screen time.

The old Samsung didn’t get a lot of action, until just recently. As part of the NBN package that I signed up for, I received a smart-TV box with all the apps that are built in to new TVs. Now, thanks to this media box, my antiquated 32″ Samsung screen has got a new lease of life, and even makes cool sounds when I press the remote.

One of my customers once told his internal communications team that “there is no such thing as dumb screens, there are only dumb people”. Through that future-proofing HDMI port, my once dumb screen has become smart.

Now it’s your turn.

Does your organisation have screens that don’t do much? You know the ones; they get plenty of attention on Melbourne Cup Day and might show news and weather from time to time but are usually turned off. Screens that, like my 32″ Samsung screen (until recently), don’t add any value.

Thanks to that future-proofing HDMI port on the back of the screens they can be revived into 21st-century digital signage screens. You can display anything from important corporate communications messages to mind-blowing real-time marketing media.

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It’s easy.

Connect a Chromebox media player to your screen and using a cloud-based content management system like Laqorr, you can turn your old screen into part of a digital signage network managed from a laptop or mobile device.

Using your iPhone, you could update a lunchroom screen in real-time from Bondi Beach and let the team know that the staff BBQ is being served down at the beach.

One of our customers does a similar thing on rainy days. They have a store outside a railway station and whenever it rains, they push a “$5 Umbrellas!” slide onto their screen and alert commuters. That HDMI port is now helping to boost sales.

Thanks to the smarts of a Chromebox and a simple, yet sophisticated CMS like Laqorr, there is no limit to the ways that an existing ‘dumb’ screen could add value:

  • for your staff
  • for your customers
  • to your bottom line
  • and to the environment

It’s not expensive and it’s not difficult to create a digital signage network using screens that are just taking up space. Now is the time to knock some dust off those legacy screens from an unsuccessful attempt at DIY signage.

Let’s talk about how easy (and how rewarding) it is to rehabilitate screens and put them back to work. Just like I did my old 32″ Samsung flatscreen.

The COVID-19 pandemic has, in many ways, shown us which things are essential and which things are not so necessary. For example, my children’s parent-teacher interviews look like they will be conducted in a virtual space from now on. 

Turns out the mutually favourable circumstances are highly productive for everyone involved. Until COVID-19, I had never thought of these meetings as a customer experience. However, now it is clear that for all organisations, innovation is necessary and that these disruptions are a catalyst for change towards a better future.

Businesses are experiencing a time when customer loyalty and trust are being put to the test. Simultaneously, consumers are adopting new behaviours and developing new habits. The changes in the economic landscape aren’t just affecting businesses; they are evolving consumers and the way we make purchase decisions and transactions. These changes represent a significant opportunity for brands. By putting your customers’ interests first, this can be a time for brands to lead and thrive into the future.

Australian’s shopping, banking and recreational activities are rapidly evolving, and that means brands have to be in the right place at the right time with helpful and engaging experiences when it matters most. By using vital behavioural principles, marketers can develop compelling experiences to captivate and help consumers travelling from awareness to purchase.

recent report by Retail Touchpoints reveals that 68% of retailers have gained new online customers due to the COVID-19 pandemic, with 46% of those reporting that their e-Commerce customers have been making more frequent and larger purchases. The report also suggests that the retailers’ task going forward will be to retain as many of these new shoppers as possible. Strategically minded omnichannel retailers will be seeking ways to encourage online shoppers to visit their brick-and-mortar stores as well, as studies have shown that multi-channel customers represent a higher Customer Lifetime Value (CLV).

Deloitte’s insightful white paper highlights that companies want to continue to provide excellent value to their customers, and they want to return to growth as soon as they can after the crisis lifts. It has never been more critical for companies to look ahead. They need to consider improved and innovative solutions now that will serve customer needs today as well as provide momentum into the future.

Some examples of technology to help innovate now and for the future include:

These innovative solutions are ready right now to help build trust and loyalty, boost sales and basket sizes, and future-proof physical environments for successful outcomes in the new normal.

Digital transformation isn’t a one-off project. It’s an evolving journey that requires the right partners. Let’s talk about how we can help your organisation innovate and use these disruptions as a catalyst for change towards a better future.

This article first appeared on LinkedIn