Chapter 2

Why focus on Customer experience?

As a retailer, improving the experience for your customers is the best way to retain their business and increase sales.

86% of buyers will pay more for a better customer experience.

The top 3 reasons why retailers invest in improving customer experience

Mobile experience matters

Native mobile experiences are essential to providing a connected retail experience.

Omni-channel engagement is crucial

Today’s retailers interact with shoppers across many channels, including in-store, online, social media, and contact centres. All of which must be easily accessible from any device.

  • By 2020, a customer will manage 85% of the relationship with an enterprise without interacting with a human, according to Gartner.
  • Companies that provide a consistent service quality across multiple channels retain 89% of their customers
  • Companies that don’t provide a consistent quality are only able to retain 33%

As retailers compete more on the basis of customer experience, it’s paramount for them to ensure consumers receive a personalised and consistent omni-channel service.