Without doubt, retail is a fiercely competitive industry to thrive in. In a world where customers are spoilt for choices, delivering exceptional customer experience is the only differentiating factor that can help brands gain loyal customers. Read up on a few proven strategies to boost your Retail-Customer experience game-plan in this presentation.

1. YOUR
GUIDE
TO
ACE
RetailCustomer
Experience

2. “Retail is a customer business. You’re trying to take care of the
customer – solve something for the customer. And there’s no way to
learn that in the classroom or in the corner office…”
- Erik Nordstrom,
Co- President, Nordstrom Direct

4. Retailers are having to fight it out to win over customers’ decreasing
attention span
Brick and Mortar stores face an added challenge – competing with
online retailers
Most retail brands are yet to perfect omni-channel strategies and move
from reactive to proactive service

5. SO,WHAT’SHAPPENINGINTHERETAILINDUSTRY?

6. Online channels enjoy growth rates as much as 7% higher than the
Retail Sector Growth put together.
(Source: U.S. Census Bureau, Bloomberg, Strategy & Analysis)
TAKEAWAY: A lot of shopping is done online. So, unless your in-store
customer experience is a true differentiator, you will find it hard to
attract and retain customers.

7. 15 years ago, the average consumer typically used two touchpoints
when buying an item and only 7% regularly used more than four. Today
consumers use an average of almost six touch-points with nearly 50%
regularly using more than four. (Source: Marketing Week)
TAKEAWAY: An omni-channel strategy has become a pre-requisite if
you’re aiming to build a successful long-term business model.

8. Mobile commerce is estimated to rise to $62 billion dollars in the next
five years, and it is already among the fastest growing segments in
retail. (Source: neosperience)
TAKEAWAY: Any Retail Brand should optimize for mobile first. It might
not be where the purchase happens but in most cases, it is the
beginning of a customer’s journey with your brand – they start by
downloading your app, or finding your brand’s website on their mobile
browser.

9. REIMAGININGRETAILCUSTOMEREXPERIENCE

10. REIMAGININGRETAILCUSTOMEREXPERIENCE

11. Your customers are more digitally connected than ever
Customers are accessing your brand via smartphones, iPads, etc. in
just a few clicks and want faster and smoother experiences
With the growing presence of AI and machine learning, it’s now possible
to personalize digital experiences
Why?

12. Build for mobile. Imagine how the mobile end-user experience is going
to be before you work on other channels
Optimize website user experience in order to make navigation smooth
for the customer
Leverage the power of social channels to engage with customers and
handle requests in real-time
What can you do about it?

13. REIMAGININGRETAILCUSTOMEREXPERIENCE

14. In-store shopping is slowly dying because brick and mortar stores
aren’t able to differentiate themselves
That said, customers would never say NO to a memorable in-store
experience as it comes with a WOW factor
In-store experiences help create a much personal and emotional
connect with the customer
Why?

15. Do away with long billing queues with the help of various payment
technologies.
Make the in-store experience more engaging by incorporating digital
aspects into it
Design your store from the customers’ perspective. Don’t let
merchandising, saving up of space and other factors distract your
focus from the customer.
What can you do about it?

16. REIMAGININGRETAILCUSTOMEREXPERIENCE

17. Employees represent your brand and the core values that you stand for
Misfits and bad hires have a negative affect on organizational culture
which in turn affects customer experience.
A motivated workforce goes above and beyond their call of duty to
create delightful customer experiences
Why?

18. Regularly collect feedback from employees. Find out what they feel about
their work, workplace and other factors that affect their performance
Provide better training to employees so that they are equipped well enough
to handle any customer interaction tactfully
Encourage collaboration so that your employees can share knowledge,
ideas and come up with innovative ways to break the status quo
What can you do about it?

19. REIMAGININGRETAILCUSTOMEREXPERIENCE

20. An omni-channel approach can help retailers engage with customers
across multiple touchpoints, both online and offline
Collating more feedback arms your brand with a wealth of customer
knowledge and insights
Stay up to date with changing customer expectations and needs
Why

21. Use ready-to-go feedback channels such as Email or SMS surveys to
reach out to the customer at his/her own convenience.
A feedback kiosk set up post a customer interaction can be an
effective touchpoint to record contextual customer feedback
In case of unsolicited feedback, tap into social media and also
customer emails to gauge and bucket customer sentiment
What can you do about it?

22. ACINGOMNI-CHANNELEXPERIENCESWITHA
CUSTOMEREXPERIENCESOLUTION

23. Measure key loyalty metrics like NPS®, CSAT and CES
Centralize feedback collection across multiple channels
Map customer journeys in real-time across multiple touchpoints
Leverage predictive insights to deliver proactive experiences
Use a churn predictor to anticipate and tackle customer churn
Create real-time alerts to proactively address negative feedback
Integrate with third-party platforms to drive feedback loop closure

24. IF
THIS
GOT
YOU interested,
There's something more on
Retail Customer Experience!