Using The Power Of Insight To Enhance Your CX Proposition As Shoppers Return To Stores

As the country emerges from the worst of the pandemic, it is apparent that we are entering into a new world of retail across all channels. This landscape remains one that keeps changing, and understanding the customer experience at all stages is crucial to success, utilising data and insights effectively can ensure you stay ahead of the game.

For physical retail particularly, in differentiating itself from the rising e-commerce category, the concept of experience is now more at the forefront than ever before as consumers expect bricks and mortar stores to be an experiential destination as well as a point of purchase. First-hand insights from the best available source, the customer themselves, will help ensure those experiences with your business are both relevant and effective.

CX is key to brand loyalty

Loyalty to a brand is no longer dictated purely by price or product, it is now more to do with the overall experience a shopper receives, whether that be in-store or online. How businesses handle their customers is second only to product quality in terms of priority for consumers. Whereas an average conversion rate can sit as low as 1-3% for first time buyers, for a repeat customer it can reach as high as 60-70%, meaning that making that first experience positive is crucial. As a result of this, according to SuperOffice 46% of global business professionals surveyed said that elevating CX was the number one priority for their business over the next 5 years, as all channels realise its growing importance.

Clearly this is a trend that has already gathered pace, and in order to make sure they are at the forefront, brands are increasingly looking into data and insight to help shape their strategies. Being able to make decisions in real time based on changing events has never been more important, and those that find the right balance will build better consumer acquisition and loyalty through positive shopping experiences. 86% of consumers are actually willing to pay more if they receive quality service, and the more expensive the item, the more they are willing to pay.

To read the full article please visit Business Mondays.