What do your customers want – apart from your products and services – ? A better experience. You probably already know this. Customer experience is a massive retail buzzword right now. However, when research shows that 87% of customers believe brands need to put more effort into experience, improving CX starts to become an economic imperative. However, the online retail space is more fragmented than ever, and it’s becoming increasingly challenging for companies to boost engagement, enhance personalisation, and maintain a consistent customer experience online, offline, and everywhere in between. While technologies such as social media, messaging services, and chatbots are helping brands deliver smarter, round-the-clock, multichannel services – thanks to developments in AI and machine learning – to set these up effectively takes time and money. And most are geared towards increasing purchases, which, as an end result in itself, is somewhat short-sighted.
How Retailers Can Improve Customer Experience by Owning Their Logistics
About the Author: Katharine
Katharine is Head of Marketing Communications - EMEA. An avid shopper, Katharine is passionate about helping retailers understand the importance of efficient post-purchase communications. When she isn’t looking for the latest trends for our blog, Katharine loves discovering new restaurants in London.