The transformation to digital, along with rising customer expectations, require retail customer experience leaders to focus on key behaviors that can drive business outcomes. These include the demand for self-service, changing attitudes towards mobile device versus in-store experience and the importance of speed. In this presentation, you will find: - Five key behaviors that every CX leader in Retail needs to know - Overview of solutions to drive business outcomes Register for the on-demand webinar to learn about: - 5 example customer journeys corresponding to these behaviors - Solutions that can utilize these insights to drive business outcomes

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5 Key Consumer Behaviors
to Improve Retail CX

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Why Invest in Improving
Customer Experience?

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Because it’s costing you. How much?
3
1 of 5
Took their business elsewhere because of
poor customerservice
3 of 5
Ended their relationship with a business
because of poor customer service as a
result of IVR frustration and long phone
queues
*2016 Customer Engagement Index

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Guess where consumers go first for customer service?
67%
GO TO THE
WEBSITE FIRST
46%
23%
17%
BY WAYOF...
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PCs TABLETS SMARTPHONES

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So what do customers want?
5
WANT:
To contact the company through a channel
of theirchoice
Self-service to beoptimal
The company to anticipate their needs
9 of 10

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We’re living in the “Age of the
Digital Customer”
Mobile, web and social are the
new “front door”!

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The Digital Customer & 2015 Black Friday
7
Increase in US online sales
on Black Friday
IBM Digital Analytics Benchmark, 2015
21.5%
36%
of Black Friday Sales
Happened on Mobile
IBM Digital Analytics Benchmark, 2015

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That’s all great but…
ready for the cringer?

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Merchandise abandoned every
year in online shopping carts!!
Retail Touchpoints, 2015
$4,000,000,000,000
That’s 4 trillion $$$ on the table!!
(Told you it was a cringer!)

10. Are you present during all these digital moments?
REVENUE
MOMENTS
BRAND
EXPERIENCE
MOMENTS
SERVICE
RESOLUTION
MOMENTS
Initiate
service
Pre-
purchase
research
Offer
premium
service
Apply for
Card
Cross-
sell
Give
feedback
Onboard
Activate
Inquiry Greeting
Shipping
Status
Refunds
Payment
Acct.
Mgmt.
Returns
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5 Key Customer
Experience Behaviors
in Retail

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# 1 | Customers increasingly
want to self-serve: they need
information now and would
like to be able to find it on
their own

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# 2 | Digital experiences are
substituting in-store experiences:
it’s a digital world in terms of
shopping needs

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# 3 | Mobile searching leads to spending:
customers searching for products on mobile
are more likely to spend and make a purchase

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# 4 | Omnichannel is a given: customers are using
different channels to complete transactions and
expect to have a consistent experience across
digital and offline channels

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# 5 | Phone experiences impact customer churn: if and
when customers pick up the phone for customer service,
their experience will impact if they continue to do
business with you (more so now than ever before!)

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Recap: Digital Customer Journeys
& 5 Key CX Behaviors
# 1 Customers want to self-serve
# 2 Digital experiences > in-store experiences
# 3 Mobile searching leads to spending
# 4 Omnichannel is a give
# 5 Phone experiences impact customer churn

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What should retail
leaders do to improve
customer experience?

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Consider the following solutions to
improve customer experience

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Add a Virtual Agent to replace FAQs or email as a channel
so your customers can self-serve more easily
20

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Offer Chat assistance. It's more cost effective than voice
and customers like it better too
21

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Make your IVR digital to maintain transaction history and
deliver an omnichannel experience
22

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Drive engagement via Facebook Messenger. Offer help in
your customer’s social media channel of choice
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To Learn more, listen to this webinar
recording for detailed examples of how you
can improve customer service & experience
Web: www.247-inc.com
Email: queries@247-inc.com
Twitter:@24_7_inc
Click here for the recording