In today’s increasingly competitive retail marketplace, constant improvement and innovation of the customer experience is critical. It is also clear that there is a need to strike the right balance between service and value in order to build invaluable customer loyalty.
Today, the best decision retailers can make is to invest in a robust, digitally supported customer experience that is focused on personalization and the most effective use of available technology.
Personalize, personalize, personalize
One-on-one communication with customers has always been a dream, and retailers now have all of the tools they need to make that dream a consistent and beneficial reality. Consumers place a high value on retailers’ ability to collect and analyse behavioural data in order to initiate meaningful one-on-one interactions. Regardless of where they are in the purchase cycle, shoppers are more likely to buy when their needs are anticipated.
Think mobile first
Smartphones are revolutionising the modern shopping experience. Today’s shopper already compares in-store pricing with their smartphone, and mobile devices are now the go-to tool for all shopping needs. We know that if a website isn’t optimised for mobile, smartphone users are five times more likely to abandon a task, including shopping. Worse, 79 percent of people will look for a better site to complete their purchase task. Mobile optimization is an essential website commodity, and retailers must think mobile first when making e-commerce decisions.
Offer real-time assistance
Consumers will always need assistance, but the way they prefer to receive it renders many current customer service processes obsolete. The general desire is for more responsive and authentic tools that empower the shopper to solve problems. As a result, it is critical to provide a variety of tools that enable rapid resolution. Implementing digital tools that are simple to use and navigate, such as live chat and video tutorials, meet current customer demands while also allowing for the appropriate allocation of internal, customer-focused specialists.
To maximize the customer experience in the digital age, schedule a consultation with the experts of Cegura Technologies.
