For many retailers, 50% of revenues come from 10% of the customer base. These 10% value service and experience over anything else. Embrace enables retailers to build authentic, long-term relationships with these customers by telling them when, why, and how to proactively reach out to specific ones for personal conversations. This benefits retailers by retention and revenue uplift and drives a shift to a customer-centric culture.
Embrace tracks each shopper's activity across purchases, support contacts, marketing campaigns and social web activities to identify the current and potential top 10% of customers and continually selects specific ones to receive executive-level attention. The solution emails selected members of the executive team to assign customers to each one and enables those executives to have a personal conversation with each customer via email, phone, or the social web. The solution captures the conversations results tracking and mining of relevant customer feedback.