Consumers are Value-Driven – Retailers should be Data-Driven.

The retail experience does not end the moment a customer pays for a product. People expect clear and understandable return, refund, and exchange processes. What retailers do not recognise is the impact of a poor after payment experience; it will result in them losing customers, loyalty and profitability.

Every retailer, whether online or offline, claims to focus on customer satisfaction. But people’s expectations have changed and customers now want a consistent experience across all touchpoints – before, during, and after payment.

Online commerce, changing consumption patterns, and fierce competition from global tech companies are shaping the way consumers behave.

Consumers have become much more demanding, and their expectations of retailers and the shopping experience they deliver is at an all-time high. Today, consumers investigate the product thoroughly before purchasing or ordering it. On top of that, they expect retailers to understand their needs even before they enter the store,” says Bettina Thorkelin, Nordic Director at Valitor.

The young are willing to share data.

According to one of our recent reports, a majority of consumers – especially the new generation Z from age 18 to 25 – are open to sharing data on how, when, and where they made a purchase. The younger generation makes it clear that they expect the same great experience instore and online.

Retailers must understand their customers, personalising communications and experiences so that shoppers feel valued rather than bombarded. A 360-degree view of customer behaviour can be very valuable.” says Bettina Thorkelin.

In short, consumers are value-driven – retailers should be data-driven. One option here is to implement an omni-channel payment solution that provides insight into shopper transactions across multiple channels. By understanding where and when a shopper makes repeat purchases, a retailer can deliver relevant and personalised offers.

One token to rule them all.

The critical factor in appealing to especially the younger customers has changed. That means more complexity for merchants as they try to retain their position and purpose in the market.

When it comes to payment solutions, Europe is fragmented with many different payment methods. Many European merchants must deal with different payment solutions. The Nordic region is much more digital than the rest of Europe. In Denmark, many use MobilePay, and Norwegian consumers use something different and in Germany a third,” says Bettina Thorkelin.

Merchants have to implement multiple payment methods in different countries to cater to the preferences of the local market. It is no big challenge for retail incumbents like Amazon, Zalando, or Walmart, but our solution gives retailers of any size the ammunition to fight back against increasingly fierce competition across every channel.

Through cross channel tokenisation, we can track and convert data from transactions into actionable insights, that means more personalisation, better service delivery, and better customer experience. Whether I use my credit card in Denmark or Iceland to buy something in a webshop, the purchase is mapped to an individual token so that merchants can identify that shopper across all the channels and make smart and personal decisions,” says Bettina Thorkelin.

At Valitor, we simplify the complexities of managing multiple systems in multiple geographies to deliver best in class customer experiences. Payments are intrinsic when considering how to navigate the challenges of the modern day retail landscape, the ability to make multiple platforms work together is a massive win for retailers.

 


 

Forbrugere er værdidrevne – retailere skal være datadrevne.

Købsoplevelsen slutter ikke, når forbrugeren betaler for et produkt. Herefter skal det nemlig være let at returnere eller bytte produktet. Og retailere glemmer ofte, at en dårlig købsoplevelse kan betyde, at de mister deres kunder og dermed indtjening.

Kunden har altid ret,” lyder det gamle mundheld.

Men forbrugernes forventninger til såvel fysiske butikker som onlineforhandlere er steget kraftigt de seneste år. De ønsker sig en god oplevelse både før, under og efter et køb.

Forbrugerne er blevet mere krævende. Deres forventninger til forhandleren og købsoplevelsen stiger hele tiden. I dag undersøger man et produkt grundigt, før man køber eller bestiller det. Desuden har forbrugerne en klar forventning om, at forhandleren forstår deres behov, når de træder ind i butikken eller besøger deres webshop,” siger Bettina Thorkelin, Regional Director Nordic i Valitor.

Unge vil gerne dele data.

Ifølge en af vores nyeste rapporter vil de 18-25-årige gerne dele data om hvordan, hvornår og hvor, de foretager deres køb. Desuden mener mange unge, at der ikke bør være forskel på købsoplevelsen og servicen online og i en fysisk butik.

Forhandlerne skal forstå deres kunder for at kunne målrette kommunikationen og dermed skabe en god kundeoplevelse uden irrelevante tilbud. Det er meget værdifuldt for en virksomhed at kende sine kunders adfærd, så de kan trænge igennem til dem på de forskellige kanaler,” siger Bettina Thorkelin.

Moderne forbrugere er værdidrevne, og at retailere derfor skal være datadrevne, mener Bettina Thorkelin mener. Det er nemlig nødvendigt for at kunne levere en god kundeoplevelse. Det kan fx være vha. en omnichannel-løsning, som giver virksomheden et indblik i kundernes adfærd på tværs af kanaler.

Tokenisation forbedrer kundeoplevelsen.

Kunden har altid ret” holder langt hen ad vejen, men ny teknologi øge kompleksiteten for retailere i hele Europa.

Europa er meget opdelt, når det kommer til betalingsmetoder. Norden er meget digitaliseret sammenlignet med resten af ​​Europa – i Danmark bruger mange MobilePay, mens man i Norge bruger et andet system og i Tyskland et tredje,” siger Bettina Thorkelin.

Erhvervsdrivende skal derfor kunne håndtere mange forskellige betalingsmetoder, hvis de opererer på flere forskellige europæiske markeder. Det er en større udfordring for mindre virksomheder sammenlignet med giganter som Amazon, Zalando og Walmart. Men med vores løsninger kan de tage kampen op mod konkurrenterne.

Tokenisation gør, at vi kan spore og konvertere transaktionsdata og hermed kortlægge forbrugernes adfærd. Det gør det lettere at levere en god service med relevante tilbud, som forbedrer den samlede kundeoplevelse. Et eksempel er, at der ikke er forskel på, om en kunde betaler for en vare i Danmark eller Island, fordi forhandleren kan følge købet på tværs af kanaler som et individuelt token,” siger Bettina Thorkelin.

I Valitor gør vi det let for retailere at håndtere forskellige systemer på tværs af landegrænser.