Consumers value innovative products but more often than not the differentiating factor driving the customer experience (and in turn ongoing customer loyalty) is the human connection between a consumer and a brand expert. JRNI’s financial services and retail customers have shown that consumers are up to four times more likely to buy additional products and services, and five times more likely to “transact again” if they have access to a trusted expert at the time of and in the critical days following a large purchase. However, it is costly, and often not scalable, to have experts offering highly personalized and specialized, often exclusive services staffed and ready at all locations.
JRNI’s Customer Engagement Platform solves both problems, allowing customers to execute thematic “appointment events” at scale. As the name suggests, these events are really a series of appointment slots that connect consumers and experts in a location based on a theme, or service, offered by the brand.
For example:
A top US Golf brand offers days where up to four golf pros with expertise in golf club fittings visit locations in a particular geographic area. Advertised in advance, existing customers can sign up for up to 32 slots in an existing location (retail outlet or pro shop) where they receive personalized consultation on tailored clubs and accessories.
A regional US-based bank offers a series of personal advisory services to Spanish speaking customers on select days in certain branches
A top global fashion brand offers ‘personal styling days,’ a series of associated appointments for high value, exclusive customers. These thematic events offer consumers an immersive experience including exceptional pampering, exclusive amenities, and personalized consultation.
A top global jeweler offers ‘appraisal events’ where jewelry appraisers visit a series of locations and offer appointment slots (paid or free) to have jewelry appraised. This leads to upsell of services (i.e. repair, battery replacement, upgrades) in addition to the halo effect of additional sales.
A top US-based liquor and spirits distributor holds regular classes and thematic tasting events, such as Italian wine tasting or Kentucky Bourbon tasting, to attract new buyers to the store and drive up the halo effect from visitors tasting and learning from experts about available products.
JRNI’s customer engagement platform offers the following capabilities:
The ability to create one, many, or bulk import a series of thematic appointment events
The ability for staff to be assigned to the event with full calendar integration for appointment scheduling
The ability to take payment as part of event registration
The ability to design customized landing pages by theme, service, or location
The ability to offer scheduled communications (reminders, discounts, and follow up) to attendees and to ‘no shows’
The ability for central administration of events including calendar management, appointment window availability and blocks, and seamless capability to re-schedule and cancel appointments as needed
The ability to track registrants and attendees and attribute transactions back to the event
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