Boosting cross-channel commerce

How do you boost sales, boost engagement, boost retention, and rebrand … all during a global pandemic? For the CMO of Africa’s biggest single-brand retailer, it’s all about moving where your customers demand. And they move quickly, especially when shutdowns interfere with in-person shopping. Mixing channels, enhancing mobile booking and sales, and being available in channels like WhatsApp make the difference. PEP sells 760 million items a year in 300 million transactions: not an easy business to turn on a dime. In this episode we chat about how PEP segments customers in 12 countries speaking 11 languages, engages with all of the via local initiatives, boosts loyalty, and uses mobile to enhance the customer experience both for in-store and at-home shoppers. We also chat about loyalty, global supply chain issues, rebranding, and … of course … the hot topic of the day: metaverse. “CleverTap Engage” is a video interview series featuring the globe’s most respected CMOs and executives, shining a light on how to achieve meaningful and memorable customer engagement. The series is co-hosted by Peggy Anne Salz and John Koetsier. About CleverTap: We are a mobile user engagement and analytics platform enabling startups, marketers and developers to use the power of data and messaging to personalize customer experiences on mobile apps. Today, thousands of marketers and developers worldwide use CleverTap to gain deep customer insights to improve user loyalty. Visit our website: https://clevertap.com/​ Our Socials LinkedIn: https://www.linkedin.com/company/clevertap Twitter: https://twitter.com/CleverTap​​ Instagram: https://www.instagram.com/clevertapofficial Facebook:https://www.facebook.com/clevertap CHAPTER TIMESTAMPS 0:00 Deeper customer engagement 1:34 Marketing during a global pandemic 6:31 Channels that matter, including WhatsApp 10:47 Metaverse and marketing 12:16 Is loyalty dead? 14:22 Earning loyalty and segmenting customers 20:59 Rebranding during Covid