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)

Canadian consumers want better online experiences

Only 20% are likely to purchase groceries online

One thousand Canadians took part in the survey that highlights how companies need to focus more attention on creating a strong return on experience rather than just focusing more broadly on return on investment.

When it comes to grocery shopping, the majority of Canadians (52%) want a seamless experience and find products easily in the story. However, only a third (32%) want quick and easy payment solutions including mobile and contactless payment. Micro-trips are the new norm, rather than doing one big shop during the week. Just over a quarter (26%) said they make "micro-trips" to grocery stores or supermarkets (i.e. in-store trips less than five minutes long) two to three times per week, 23% said weekly and 10% said daily or more. The report also indicates that only 20% of Canadians are likely to purchase groceries online.

Adoption of smart technology, including voice-enabled technology, continues to grow and evolve. Approximately half (52%) of respondents use smart technology to access information (current affairs and weather) and about one third (31%) to control other smart home devices. This rise in adoption provides many opportunities for retailers to drive personalized offerings and also change retail marketing by considering voice search (not just about a mobile friendly website anymore).

Canadians are also turning to technology to keep track of their health, in order to reduce wait times and have access to information in a timely manner. Nearly half (46%) of Canadian respondents said they're somewhat comfortable accessing health care products or services from a company with an application that collates all of their health care information in one place.

While uptake on consumer apps in health care has been on the slower side to date, 32% of all Canadians surveyed said they use health care, wellness, fitness and medical applications on their phone, smartwatch or tablet. That number rose to 37% for those aged 25-34. In addition to exercise and diet monitoring, stress and sleep tracking apps were the most important for those aged 25-34. Fertility and period tracking were popular among the younger age group as well.

The report highlights a list of imperatives for companies to improve ROX, including understanding customers, treating data respectfully and fusing customer experience with employee experience.

"Canadians want ease and convenience when shopping and they are using more technology to help them with decision-making. With more technology platforms aggregating data, retailers should tailor their offerings to make unique experiences for customers," says Myles Gooding, National Retail Leader, PwC Canada. "With more brands selling through the multi-channel approach, it's important for any company to offer a unique experience to its customers to create brand loyalty."

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)