Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

The retail experience is king this Christmas

More than half of adults online (53%) admit that their online and in-store experiences with brands are likely to affect who they choose to shop with for gifts and presents this festive season. This year, shoppers in the UK are set to spend a total of £87 billion and, in a noisy market filled with attractive offers, retail brands will need to work hard to keep their customers happy and loyal, the survey concluded.

According to Emailvision, retailers must make the most of all available customer data and take advantage of this last consumer 'splurge' before the New Year, making sure that their holiday messages are both relevant and personal.

Female shoppers are the most likely to either cherish or begrudge a brand, with almost three fifths (59%) saying their previous in-store and online experiences are likely to influence who they choose to shop with this festive season. This is compared to only 48% of men whose experiences are likely to influence their shopping habits.

Those working full time will be the most selective with their cash. Over half (56%) said their choice of brand this festive season is likely to be affected by online and in-store experiences, compared to only 40% of unemployed people.

The study also showed that Scottish adults are the most likely to be selective with their shopping choices, with 59% admitting their shopping experience is likely to influence their festive shop. The Midlands are slightly more forgiving with under half (47%) claiming their online and in-store experiences would sway their store preferences.

"This survey acts as a reminder to retailers and marketers who may be focusing more on their offers and less on the overall customer experience. Many retailers may be expecting a pre-holiday spike in sales, but to earn this revenue they will need to create tailored shopping experiences," said Henry Smith, product marketing director for Emailvision.

The goal for retailers should therefore be to make communications and customer interactions engaging and seamlessly integrated into the holiday shopping experience. Armed with information about customers and their preferences, it is still possible to give consumers a very positive shopping experience, even in the hectic holiday rush when the customer experience, sales support, and customer service are often stretched beyond normal capacity.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)