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/
There's no nice way to say this - a bricks and mortar shopping trip can often be a stressful experience. Technology has long been touted as the saviour of the user experience in physical retail but there's a long history of false promises, high hopes and missed chances.
You could fill a graveyard with all the technologies that have been proclaimed as “the future of retail”. For example, QR codes were hailed as a way of bringing a richer, more informed experience to the real world, until it became apparent no one knew how to scan them!
https://www.mycustomer.com/experience/engagement/cx-in-retail-whats-hype-whats-hot-whats-not/
We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
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/
VANCOUVER, British Columbia, June 04, 2018 (GLOBE NEWSWIRE) -- A panel of ecommerce experts will discuss how retailers can increase revenue and brand loyalty by putting customer experience at the center of their holiday strategy with a live webcast hosted by Mobify and Qubit. "Customer Experience Panel: How to Maximize Your 2018 Black Friday Revenue" will be held Thurs., June 14, 2018, at 11:30am ET/4:30pm BST. Attendees can register here and submit questions live or in advance.
https://globenewswire.com/news-release/2018/06/04/1516055/0/en/Webcast-Mobify-and-Qubit-Customer-Experience-Panel-to-Reveal-How-Retailers-Can-Maximize-2018-Black-Friday-Revenue.html/
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/
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/
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/
Bookmarks on this page are managed by an admin user. 
