The Retail industry has faced a challenging few years with the uncertainty of Brexit, the slowdown of the high street and most recently the rapid acceleration and shift in consumer needs and demands as a result of Covid-19.
As a consequence, retailers are prioritising customer experience more than ever to create a personalised, memorable offering that attracts new customers and retains the current customer base. 96% of customers state customer experience (CX) is the most important factor in their loyalty to a brand. Couple this with the fact loyal customers are 5 times more likely to purchase again and 4 times more likely to recommend a friend and you can see the importance a positive CX can have.
To achieve this it is imperative that retailers offer a seamless online and offline experience to customers placing the [needs] of the customer at the core of their decision making. With the constant changes in regulations retailers now face they need to be setup to react and respond appropriately. We can make a lasting difference to how you approach CX and ensure you excel in this area.
To view a collection of our thinking on the challenges and opportunities facing the Retail industry, please click here.