How are retailers’ customer experience efforts resonating with consumers as they travel through the shopper journey? A new global report from LoyaltyOne takes a deep dive into where retailers are finding success and how they can improve on their CX strategy moving forward.
As retail shoppers shift their behaviors to online commerce, consumer packaged goods sellers explore direct relationships with customers and traditional retail outlets digitize experiences, retail has become more complex and competitive than ever before. To stay ahead of the competition, nearly all retailers have put customer experience at the top of their agenda, making massive investments in tech, social listening, journey mapping, store operations, employee training and more.
To assess the state of the industry, LoyaltyOne surveyed 500 retail professionals and 5,000 shoppers from around the globe, resulting in a report titled “CX Intention vs. Impact: Making Sense of the Ever-Evolving Retail Shopper Journey.” The full report, which is available for free download now, offers an in-depth exploration of everything from the biggest challenges facing the industry to the strategies retailers are deploying to meet them, with the specific aim of identifying the actions retailers can take to improve their customer experience.
LoyaltyOne has also published a webinar hosted by Sheila Murray, AVP of Corporate Marketing, LoyaltyOne Global Solutions, that takes a close look at the key findings of the report and offers some guidance on how retailers can put the insights to work for their business.
If you’re looking for new data, insights and thinking that can help increase the impact of your 2018 strategy, be sure to check both of them out.