2022 retail consumption experience report From Salesforce
The following is the 2022 retail consumption experience report From Salesforce recommended by recordtrend.com. And this article belongs to the classification: Electronic Commerce, research report, network marketing.
Over the years, the retail industry has been changing its business model. For example, physical stores are trying to compete with digital original brands, which are expanding from the network to boutique physical stores. However, no matter how retailers make the digital transformation, the covid-19 pandemic has led to changes in everything, including promoting various types of retailers to expand the use of data and analysis.
After covid-19, other changes are taking place in the retail industry: promoting excellent customer experience (Cx) or establishing personalized shopping interaction with consumers to improve customer satisfaction, sales and continuous brand loyalty. Although this business priority emerged before the pandemic, the focus on CX will only grow.
Most retailers surveyed (82%) upgraded CX to the top five business priorities for the coming year. It’s easy to understand why retailers pay so much attention to the customer experience. It is the core of attracting and maintaining customer loyalty and helps to expand up selling and cross selling opportunities.
As traditional retailers increasingly rely on face-to-face customer interaction and rarely use digital interaction, the customer experience has become more challenging. These efforts determine how retailers succeed in increasing profits and consolidating their position in the market. In short, these efforts will determine whether to win or lose in the competition for who can provide the best customer experience.
In order to enhance the customer experience, retailers cannot simply decorate stores and e-commerce websites, or train front-line employees to serve shoppers more effectively. First, the industry must directly link CX priorities to overall business transformation objectives. Next, retailers should develop a comprehensive company wide strategy to create a customer-centered culture throughout the organization. Third, companies should strengthen omni-channel sales practices to overcome scattered shopping trips that frustrate consumers and provide a better experience.
Supporting these three initiatives to improve the customer experience is a solid foundation based on data and analysis. The true customer-centric culture of the retail industry is driven by the right combination of data about consumers, products, inventories and suppliers. These data serve every department, including store and digital marketing, procurement, logistics and supply chain management.
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