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)

When worlds collide: Stores vs mobile vs web

Almost two thirds of younger shoppers (61%) said that their online and physical purchasing habits are now more closely aligned - and nearly three quarters are using their smart-phone to browse, identify and buy more goods than previously. By contrast, only 15% of those aged 55 or older use their smart-phones as part of their shopping routine.

Younger shoppers are more confident about exchanging their data for a more personalised shopping experience (61%) - and are three times more likely to do so than 'Silver Surfers'. They're also more responsive to digital advertising, with two thirds likely to buy something if they were sent an email or a text that included a discount code for that particular item.

Other key findings of the survey included:

• While the majority of consumers prefer to both shop and spend their money in bricks and mortar stores, most are also increasing their online shopping.
• Shoppers in Northern Ireland are behind the digital curve, with the majority strongly wedded to bricks and mortar shopping. They enjoy shopping and buying in stores more than any other region; they're least likely to use smart-phones to identify and buy goods; they're the least happiest to receive discount offers via email and / or text; and the least worried about data privacy issues when shopping.
• Shopping preferences and habits are strongly linked with age. A substantial digital gap exists between generations. For example, Silver Surfers largely ignore the benefits of tech-led shopping while younger shoppers embrace them, especially the use of smart-phones.
• Younger shoppers are most likely to spot something they would like to buy in store and then purchase it online.
• Of those who browse in store before buying online, over three quarters (76%) do so to save money.
• While shoppers have concerns about data privacy, the attraction of receiving a digital discount offer is enough to change most minds.
• Millennials (that is, shoppers aged between 16 and 24) are three times more likely to be happy exchanging personal information than those in the 55+ bracket.

"With signs that economic growth is at last boosting consumer confidence, the survey demonstrates how canny and better informed shoppers have become. Using mobile phones and tablets to get the best deals around is becoming common place - gone are the days when retailers would simply put an item up for sale and rely on customers to come in and buy them," said Rob Mullen, CEO for SmartFocus. "In today's digital world, it's about reaching out to shoppers via their key piece of technology - their mobile phone - and offering them relevant deals. The survey reinforces that fact that shoppers know the value of their personal data - and are willing to trade some of that, in return to getting access to discounted offers."

"Besides the sale in question, shoppers will also benefit via marketers being able to analyse their data - and discover previously unrecognised patterns of behaviour and more accurately predict future purchases they're likely to make."

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)