SEAMLESS CUSTOMER EXPERIENCE
79% of customers switch to competing businesses due to poor customer experience.
Digital disruption demands organizations become more focused on customer experience. New growth tactics must be built around delivering cross-channel personalized experiences.
Being the best forger of horseshoes in town was a pretty good gig for quite some time. Until it wasn't.
1970s
1980s
1990s
2000s
2010s
A profound seismic shift is taking place. This shift is far more revolutionary than the change that has defined retail for the past several decades.
The power in retail has shifted to the consumer. Information and product availability is no longer scarce. We don’t go online, we live online.
Digital channels are becoming central to the consumer’s shopping journey.
Online and offline channels are blurring.
ARE BLURRING
Digital technology and online shopping has changed just about everything that was once solid ground for retail.
These days customers shop differently. Before online revolution product selection was limited to local shops, availability was scarce and best price offers were hard to find.
Now every consumer can order any item on-demand, instantly compare prices and features. Extensive product selection and competitive pricing are no longer an effective strategy to retain customers.
The age of digital disruption demands organizations become more focused on customer experience. New growth tactics must be built around personalized experiences and customers’ trust.
According to latest Deloitte study (see the graph on the left), brands that focus on more personalized service and distinctive shopping experience are growing fastest both short term (one-year) and long term (five-year) period.
WILL CLOSE
Toys R Us, Borders, BHS disappeared.
Sears, JCPenney’s, Mark & Spencer, Burberry and other well-established retailers are closing their stores.
During 2019, a year when as many as 9,300 stores were expected to be closed in the USA alone. A total of 1.3 million retail employees have lost their jobs over the decade.
Retail businesses that capitalized on exceptional customer experience.
Farfetch. Touch screen enhanced mirrors and sign-in stations that pull data collected online to use in-store.
Levi’s. On-demand product recommendations from items both in-store and online.
Nordstrom. Introduced Style Boards tool that allow salespeople and Personal Stylists to create digital boards filled with personalized fashion recommendations.
Going online
Isolated customer journeys
Brand in control
One-size-fits-all-marketing
Marketers' push
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Real-time in-store
up-sell & cross-sell recommendations
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Personalized
shopping reminders
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Win back
inactive customers
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Deliver in-store
surprises to your loyal customers
up-sell & cross-sell recommendations
shopping reminders
inactive customers
surprises to your loyal customers
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