The need for retailers to listen to their customers, understand when and how to communicate with them and to keep innovating the Customer experience is clearly reinforced in this article which looks at the results from a USA study on the key brand differentiator – Customer Experience. http://bit.ly/BR2IHUuwf
Importantly, as we move to the use of IoT technologies, AI, AR and a whole host of technological advancements in how we improve our CX, it’s critical we don’t forget just how important our people at the customer-facing end of this process are to the successful implementation of any CX program. This article discusses this in more detail.
Faced with unprecedented retail rivalry, more retailers are choosing to stand out and engage shoppers by delivering an enhanced customer experience. Now that customer experience is the new competitive battleground, store associates — the friendly face of retail — have new strategic significance in retailers’ attempts to combat competitors.
As brick-and-mortar retailers look to enhance the in-store experience to compete with the e-commerce giants, they must contend with the unprecedented challenges posed by decreasing revenues and escalating costs.
But for those who invest smartly in the right digital initiatives, there are huge opportunities. For this reason, transformative technologies such as mobile scan-and-go solutions are gaining momentum across the world. http://bit.ly/BR2F4Z9Xe
Intimidated by all the change going on at retail? Many retailers are, acknowledges Mary Dillon, CEO of Ulta Beauty. But the way to meet the challenge is to embrace it. http://bit.ly/BR2IiexSE
Why hasn’t the grocery sector embraced e-commerce in the AUS as it has in the U.K.? http://bit.ly/BR2KCw4WB