When every step of the buyer journey reflects your brand, from the time shoppers enter your website to the time they make a purchase, you improve your ability to forge deep and lasting connections with your customers. These customers will become loyal brand ambassadors who will advocate for your business and drive meaningful improvements in revenue and loyalty — metrics that will ultimately determine your business’ success.
Like channels themselves, a strong CX depends on multiple technologies that work together — and it all begins with data. As a customer engages with a brand, regardless of where, when, or in what order they do so, everything in that holistic experience must be frictionless.
As the future of retail customer experience takes shape, it will become more important for brands to re-create the in-store experience online. But how?
Just this morning, the low-code digital customer experience platform Airkit announced a $40 million round of Series B funding, led by EQT Ventures. The Series B will be used to accelerate the company’s investments in go-to-market and product development. The announcement comes just seven months after Airkit came out of stealth with a $28 million Series A.
Before the Covid-19 pandemic bumped office workers out of the office and into their living rooms, most of them worked exclusively or almost exclusively from the office. But after a year of remote work by necessity, only 13% say they expect to go back to full-time office work.
Businesses can’t ignore that more and more of their success is linked to apps and services they don’t own. They need to get a view of customer touchpoints.
Remember when Amazon launched Prime? The entire retail customer experience (CX) changed overnight — for everyone. The bookseller-turned-everything-seller suddenly offered low prices and fast and free delivery, leading traditional retailers to pivot drastically to keep up with their mega-competitor.
But sometimes, unexpected CX overhauls are a good thing — especially when competitors have to pivot, too.
Providing an outstanding customer experience can be your most powerful and cost-efficient marketing strategy. In a business world where dozens of other companies sell the same products and services as you do, creating an environment where customers enjoy dealing with your company will help your brand stand out from the rest.
There’s so much discussion around returning to the old normal, but retail’s future depends on getting as far as way from normal as it can. Retailers need to seize the opportunity and reimagine the experiences they provide—and create the next normal.
What would this look like? As a guiding principle, retailers should be finding ways to put the customer first in the experiences we provide.
The retail space starts to feel chaotic this time of year, with brands pulling out all the stops to win over holiday shoppers. Amidst all the talk of sales and discounts, retailers this year are looking at integrating new customer experience initiatives designed to bring in first-time shoppers and encourage long-time loyalists to spend even more than usual.
To learn even more about the customer experience strategies retailers are launching this year, we checked in with a few industry experts. Here are their thoughts on the best customer experience strategies retailers are trying out this holiday season.