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)

Most retail stores still don't know about their customers

The role of the physical store is evolving radpily

The study entitled' Technologies That Are Changing How We Think of Brick & Mortar' was conducted to take the pulse of where retailers are in their omni-channel journey, and research how in-store testing of technologies and strategies are making their mark on the future of brick and mortar.

Some of the key findings and trends in the study include:

• 64% of retailers feel they are only somewhat effective at capturing in-store data on customer preferences.
• Less than half of respondents, 42%, have in-store technologies to view customer information across all of their touchpoints, including in-store as well as their digital touchpoints.
• Personalization stands out as a major initiative, with 52% of retailer responses indicating they are planning to invest in it within the next 12 months or are already implementing this strategy.
• Nearly a quarter of retailers (22%) have not yet begun to personalize or aren't sure if they even have that capability.
• 41% of retailers utilize mobile point of sale devices.
• 76% have used displays or kiosks.

Some 41% of retailers said they lacked trust in their inventory accuracy or don't have visibility, and only 17% have full enterprise-wide inventory visibility. Reasons for not offering a fulfillment choice varied:

• "My organization is not ready to implement" was cited as the leading reason for not offering Save the Sale (44%) and In-Store Pickup (41%).
• "My technology won't support it" was cited as the leading reason for not offering Ship-From-Store (42%).

The role of the physical store is evolving, turning a brick and mortar location into a showroom, storefront and a fulfillment hub, all in one location. The study shows there is new emphasis on creating an omnichannel brand experience, and providing convenience to customers with the option to buy online and pick up in-store, or return a digital purchase to the store. Retailers are testing new programs and strategies that connect customer data to inventories in pursuit of stronger personalization and more diverse and accurate fulfillment programs.

"It's clear that retailers are still working through many technology and organizational challenges to address major omnichannel initiatives," said Tushar Patel, CMO, Kibo. "Inventory visibility, personalization, cross-channel customer data and exploiting in-store mobile technologies are the key pillars in providing connected customer experiences in the store. Retailers that enable themselves with the right technology and strategies in place can transform their brick and mortar stores into major brand assets in a time of digital ascendancy."

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)