Brick and Mortar Void:
of retailers are only using sales to measure the in-store customer experience.
tools used by retailers to track and measure customer experience.
of retailers believe they should do a better job sharing CX insights across the organization.
Overview: 2018 Customer Experience
When seeking great customer experiences, 4 key pillars are top-of-mind for retail customers. See where brands are meeting their expectations (and where there are opportunities for growth).
The Retailer Black Hole
89% of retailers agree that long-term success relies on customer experience success. Brands have plenty of ways to track and understand every aspect of their online business. But the in-store experience? Not so much. Customer experience can feel like a black hole to retailers, consuming much of their organization’s time and resources with only a limited view of its real-life execution. In our latest research, we uncover 3 opportunities in the customer experience black hole.
Your Shoppers Have Spoken
When seeking great customer experiences, 4 key pillars are top-of-mind for retail customers:
- Associates: “Hovering” employees are a concern for shoppers, but so are unhelpful associates. What’s the perfect amount of interactions?
- Product: The majority of customers expect stores to offer a selection of products that mirror online options. What happens when it doesn’t?
- Store Presentation: How long does it take for a shopper to judge a store? Less than a minute.
- Promotions: Promotions and coupons are an essential marketing tool for brands, but can be detrimental to return shoppers if things go awry. Are they worth it?