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)

Retailers expecting a 'Showrooming future'

The research was conducted among delegates at the 2013 Internet Retailing Expo to examine trends within the retail industry, shedding new light on the apparent rise of 'showrooming', opportunities for growth through international sales and government support, and the role of social media in better customer communications.

The future of the high street was further called into question, with one in four delegates stating that they expect Britain's high street to shift to a showroom led dynamic over the next twelve months, where shoppers browse in store, but ultimately purchase online.

"There is no question that shoppers still love that tangible branded shopping experience that the high street delivers so well, but the idea of showrooming is growing in popularity," said Adam Stewart, marketing director for Rakuten's Play.com marketplace. "Ultimately it's about creating multi-touch shopping experiences and this extends online, from interacting with customers through social channels to providing a dynamic and entertaining digital shopping experience."

Pressure is also high for greater Government support for the retail sector; 83% of retailers thought the government could do more to support businesses both on and offline. Access to credit was of greatest concern, with 29% of vendors stating that banks needed greater encouragement to lend. Another key financial pinch-point was the rise in business rates, with many retailers calling for a revision in rates to stimulate growth in the economy.

On the topic of growth, international markets were of huge interest to British retailers, with three quarters pinpointing international trade as a significant opportunity to increase sales. In fact, 40% of retailers believe the biggest benefit to selling online is the ability to expand audience reach and access the international shopping community. However, nearly a quarter of retailers were scared to take the plunge selling overseas, with 28% citing concerns around e-infrastructure, such as international payments and local language websites, as a major barrier to international sales.

But despite the growing need for an online offering, half of retailers questioned were concerned about attracting sufficient footfall to an independent website online, which highlights the growing role of the online marketplaces as a virtual shopping mall, driving shoppers to browse and buy.

Most retailers questioned still rely on email for the majority of customer communications with 69% stating this was their main customer contact channel. Despite the growing hype around social shopping, surprisingly Facebook and Twitter platforms were used by only 13% and 15% of retailers respectively.

"It's interesting to see that few retailers are taking advantage of free social tools such as Twitter and Facebook to engage shoppers," concluded Stewart. "It's true that social is not for everyone, especially when you consider the resource required to run these channels effectively, but it's a key part of delivering the multi-channel brand experiences consumers are fast coming to expect."

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)