5 Experience Predictions for Retail in 2019
In the retail industry, one that’s known for its ability to continually reinvent itself and find new ways to connect with consumers, the huge shift in consumer behavior from physical...
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Customer experience improvement on your mind? You’re among a growing coterie of business leaders that understand its increasing value as a differentiator in a competitive global market. You understand that customer expectations for great, frictionless experience have never been higher. But while the need to deliver delightful experiences to customers is intuitive — successfully doing so is less so. Where do you start? What do you focus your resource on? How do you measure the results?
These are the questions that any decision maker inside an organization must address when embarking on any new project or initiative.
And until recently, these have been tough questions to answer. While some have stuck to their CX guns despite this, others have instead let their customer experience investments go to waste. They treat them as nice reports on satisfaction scores — versus as an opportunity to transform and improve.
Today’s technology is changing this state of affairs and finally providing those once unattainable answers. Increasingly, companies are able to combine customer feedback with spending behaviors and other financial data to not only track the revenue impact of good (and bad) experiences, but also the ROI of customer experience improvements.
It’s something we like to call Experience Economics.
We recently developed an ebook to help get organizations started with this methodology — along with 3 strategies to start driving revenue with customer experience. Each of these strategies are also accompanied with compelling case studies from some of the world’s leading brands; plus next steps for your organization to take action.
Whether you want to start improving your customer experience and impact revenue or you know a customer experience skeptic, download the ebook below!