The best insight on how to enhance, improve, advance and boost the retail customer experience comes from those retailers, whether online or in-store, which are doing just that. And readers love getting that deep knowledge, insight, tips and advice as illustrated by the most read articles and features this year.
https://www.retailcustomerexperience.com/articles/2017-in-review-top-5-features-highlight-retailer-experiences/
In an ever-more-personalised retail world, where shopper loyalty is driven by the overall shopping journey, businesses big and small need to invest in a holistic customer experience strategy to keep up with customers’ interest. So what key elements should retailers consider when building a sensorial experience?
https://www.retailsector.co.uk/3044-3-ways-retailers-can-achieve-better-customer-experience/
One of the biggest differences between the e-commerce customer experience and that of traditional, brick-and-mortar retail is that with e-commerce you don't just walk out of the store with your purchase, you must wait to have it delivered.
https://www.retailcustomerexperience.com/blogs/5-reasons-retailers-should-control-the-post-click-customer-experience/
We're in the age of voice of the customer. Of course, for retailers, this isn't news. But every year yields new evidence that the digital age continues to restructure the buyer-seller dynamic. In today's trust economy, customers are finding tremendous value — and leverage — in social proof. And brands are seeing it become a powerful and persuasive form of digital marketing.
https://www.retailcustomerexperience.com/blogs/social-proof-is-boosting-holiday-sales-5-steps-show-you-how/
Getting fitted for a suit or purchasing clothes to one's preference are known to be best done in person. But a growing number of innovative retailers are finding ways to recreate these experiences online. These retailers use data to deliver personalization in a meaningful way. They are also not focused only on the purchase, but also on customer satisfaction after the purchase.
https://www.retailcustomerexperience.com/blogs/apparel-retailers-invest-in-online-experience-customer-satisfaction/
Retailers know very well that this is the time of year to roll up their sleeves, get out of their comfort zone, and start thinking strategically about how to make the most of the upcoming holiday shopping season. But if you're looking to evaluate how well your business is capitalizing on this season, the real test will only come next year — when you start to see whether your 2017 holiday sales have brought in customers who are sticking around.
https://www.retailcustomerexperience.com/blogs/holiday-season-is-coming-want-a-second-date-with-your-customers/
Whilst some level of basket abandonment is to be expected, a proportion of these failed transactions are avoidable and can be alleviated by intelligent use of content at the point of conversion.
https://www.retailsector.co.uk/39819-basket-or-bounce-how-can-fashion-retailers-use-content-to-avoid-basket-abandonment/
Any retail marketer knows that customer experience is critical. With numerous touch points — web site, in-store, Amazon, advertisements, contact centers and more — retailers are more responsible than ever for providing a great experience for customers regardless of the channel.
The one aspect that factors into every customer touch point is content. Whether it is product information or a content marketing campaign, all details must be consistent — and in the customer’s language. According to a recent Forrester report, 80% of business leaders believe that content challenges prevent them from delivering on their business objectives. This is not very surprising when you consider the volume and velocity of digital content that makes its way across all of the customer communication channels. This level of content can be tough to manage if businesses do not have the right strategies in place.
https://www.retailtouchpoints.com/features/executive-viewpoints/content-s-role-in-the-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/
