Customer experience personalization is powerful stuff. It can transform a generic customer interaction into one that will leave the customer engaged and enthused about doing business with your company again. There are two reasons that a personalized customer experience is so powerful: practicality–the empirical value to the customer of having an experience tailored to who they are and what they’re looking for–and psychology: the warm feeling that flows over a customer when they are properly recognized and catered to as an individual, rather than as part of the teeming mass of consumers.
https://www.forbes.com/sites/micahsolomon/2018/06/05/personalization-and-omnichannel-bringing-retail-customer-experience-full-circle-and-then-some/#18f7bd847f6b/
Getting an edge over your competition can be a challenge for retailers today, however, experts at the Smart Stores Expo 2018 exhibition noted that there are a wealth of solutions, ranging from robotics to design and smart payment, that retailers can utilise to help them.
Held under the theme 'Explore the Future of Smart Retail', this year's event is dedicated to helping players in the industry reinvent their businesses in a rapidly evolving retail landscape.
https://www.khaleejtimes.com/retail-solutions-get-digital-edge/
Being mobile centric, offering alternative payment options such as the ability to pay later and enabling one-click repeat purchase are all key to winning over online Christmas shoppers.
So says new research by payments provider Klarna, which harvests the views of more than 2,000 consumers to reveal that shoppers are so stressed out in the extended run up to Christmas that they’re overwhelmed when the day itself arrives.
http://internetretailing.net/2017/12/retailers-must-invest-mobile-payments-ease-pain-christmas-customer-experience/
Salesfloor, the award-winning mobile platform designed for store associates, received the award for Best Omnichannel Customer Experience Solution at the Vendors in Partnership (VIP) Gala this past Friday.
The VIP Awards marked the official start of NRF's Big Show in New York City where retailers from around the world gather to share, learn, and network. The VIP Awards is a way for retailers to celebrate the drivers of the retail ecosystem and formally support, influence and recognize their vendor partners.
http://streetinsider.com/Globe+Newswire/Salesfloor+Wins+Best+Omnichannel+Customer+Experience+Solution+at+the+Vendors+in+Partnership+Gala/16332848.html/
At this year’s National Retail Federation (NRF): Retail’s Big Show, Samsung Electronics America, Inc. is featuring its latest retail innovations to help brick-and-mortar retailers reinvent the in-store experience for customers. Powered by its latest display solutions, mobile devices, and behavior-sensing technologies, Samsung along with partners, are spotlighting solutions that provide unique retail experiences and captivate customers at this year’s NRF show.
http://businesswire.com/news/home/20200112005051/en/Samsung-Showcases-Innovative-Retail-Solutions-Reinvent-Customer/
I don’t think anyone will argue with the idea that customer expectations are changing fast and that it is very difficult for retailers to keep up. But the problem is not limited to retail, as pretty much anyone serving consumers finds themselves in this expectation loop. If a consumer has a great experience with a banking app, for example, all of a sudden he expects every retailer to offer something similar in terms of a digital wallet.
https://www.forbes.com/sites/nikkibaird/2018/06/21/the-retail-customer-experience-is-not-an-arms-race/#203da7aa9f03/
For decades, the retail industry stood strong. Retailers emerged fairly unscathed during the first wave of the internet in the ’90s because consumers still by and large chose to shop in physical stores staffed with employees that strived to provide customer service. So, it was business as usual with a small number of wary execs cautiously eyeing the growing shift toward ecommerce.
http://www.adweek.com/digital/the-retail-industry-is-focusing-on-customer-experience-and-convenience-to-win-in-ecommerce/
The relationship between retailers and technology is the perfect definition of ‘frenemy’. While high street retailers are struggling to attract a dwindling amount of footfall into their stores – we won’t list again here the recent high street casualties – down to competition from online rivals (sometimes their own), technology conversely could be the savior for physical shops for those retailers able to work out how to use it to stay relevant.
https://diginomica.com/2018/04/20/theres-value-offline-retail-metrics-wrong/
James Geller, retail solutions director at Oracle, looks at explanations for the existence of the customer experience gap and how to close it.
The good news is that more and more retailers are starting to understand they need to focus on customer experience.
People buy into brands that have stories to tell and something that makes them stand out.
The bad news is that retailers often have to focus on sales, KPIs and maximising shareholder value, which in turn drives some interesting decisions and potentially creates a customer experience gap.
Why does the gap exist? There are four key reasons.
https://www.retail-week.com/technology-blog/three-ways-to-close-the-customer-experience-gap/7029033.article?authent=1/
Trader Joe’s ranked first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index.
Based on a survey of more than 110,000 U.S. adults, the Forrester CX Index aims to measure and rank how well a brand’s customer experience strengthens shopper loyalty. The Cambridge, Mass.-based research firm benchmarked the customer experience quality at 287 U.S. brands, including 42 leading multichannel retailers.
http://www.supermarketnews.com/retail-financial/trader-joe-s-rates-high-customer-experience-reports-study/
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