5 Key Customer Experience Trends
How consumers interact with brands has fundamentally shifted over the past decade, fueled by the rise of the web and of mobile devices. No industry has been harder hit than retailers, which are often expected to be on the leading edge of the customer experience. And in a fiercely competitive space, the stakes have never been higher.
Differentiating the experience you offer to customers drives loyalty, impacts customer lifetime value, and ultimately affects revenue. For example, Forrester reports that the quality of the customer experience accounts for up to 76% of variation in brand loyalty. Although much of retailers’ efforts are often devoted to attracting new customers with promotions and ads, retaining existing customers requires less investment while delivering higher returns.
With that in mind, this guide explores five key customer experience (CX) trends, what they mean for customer care in the retail industry, and the technology.