April 13, 2023

Retail & Distribution

Retail & Distribution

Retailers today are up against an array of obstacles, including online competitors, challenges retaining associates, new store environment requirements and expectations, and ever-increasing customer demands. To thrive in this new world of retail, the customer experience has to be more than satisfactory — it has to be exceptional. It takes a team that’s not only skilled but individually motivated to bring their best to work and to their customers every day.

LEVEL UP YOUR CUSTOMER EXPERIENCE TO WIN IN A DISRUPTIVE RETAIL WORLD

The retail sector was already experiencing a massive disruption when the Covid-19 pandemic hit. Dramatic shifts in how customers buy and the experiential service they expect have left many retailers struggling to adapt. It’s still important to have well-stocked inventory, “helpful” employees and an easy returns and exchange policy. But that’s not nearly enough for a retail business to survive anymore.

Whether your brand serves customers as a brick-and-mortar retailer, entirely online or a combination of both, the human element of retail sales and customer service have never been more essential for success. Employees are the foundation of the retail industry. And the more engaged, passionate and committed your employees are, the more engaged, passionate and loyal your customers will be when it comes to your brand.

To gain more loyal customers and stay relevant, retailers must work harder than ever to create impactful and meaningful customer experiences. The retailers that are thriving in this challenging, omni-channel world:

  • Consistently deliver exceptional customer experience across all possible touchpoints
  • Ensure customer needs are met wherever and whenever customers choose to interact the brand
  • Provide customers with flexibility to buy when and how they want while offering response times that exceed expectations
  • Apply insights into their behaviors, preferences and even unstated needs to create more value for each individual customer
  • Engage and inspire their employees so they will bring their best to work every day and feel fulfilled in what they do

BUILD A CULTURE OF CUSTOMER OBSESSION

By creating a culture that is truly customer-focused and committed to delivering outstanding customer experiences every day, you can revitalise your brand, increase customer retention and loyalty, increase incremental revenue and compete more successfully, whether locally or globally,

  • Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Lifetime Value (CLV).
  • Boost sales and customer advocacy.
  • Improve employee retention through skills development, advancement opportunities and a connection to purpose.
  • Build synergy and teamwork internally to increase communication, productivity and reinforce the customer focus.