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Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

Get it on Amazon (Kindle/Print)
 

Top customer experience tips for retailers

With falling sales figures and the high street in financial turmoil, providing a truly excellent customer experience has never been more essential for retailers, according to research firm Rapide, which suggests several ideas to leave customers feeling more loyal and engaged to retail brands.

Industry research suggests that 70% of customer defection is down to poor customer experience, but that 96% of unhappy customers don't tell the company involved. However with just a 5% reduction in customer defection, profits can increase by up to 50% (according to research by Bain & Co).

Consequently, Rapide has identified several tricks that many retail companies are missing when it comes to the customer journey, and suggests eight simple steps toward offering the kind of superior experience that keeps customers coming back repeatedly:

  1. Make all of your customer communications both convenient and relevant throughout the entire customer journey;
  2. Bring the online and offline worlds together seamlessly, so that customers see the same messages and offers no matter which channel they prefer to use when interacting with the brand;
  3. Embrace and empower your employees, because a good customer experience starts and ends with them;
  4. Engage your customers actively at every point of interaction;
  5. Turn 'moments of truth' into moments of opportunity by allowing your customers to voice their ideas, opinions, praise, and complaints, and to tell you how they feel;
  6. Act upon every piece of actionable insight you can gather, proving that customers are important to the brand;
  7. Mobilise and enable your brand advocates through every channel possible, including mobile and social media;
  8. Do everything in real-time, making sure that all information is gathered, processed, analysed and acted upon immediately.

According to Nigel Shanahan, managing director for Rapide, "Our biggest belief is that every customer should be given the chance to have their say in real-time at the 'moment of truth'. All the clients we have worked with have seen an increase in revenue and an improved experience for their customers."

The company's white paper detailing the eight steps has been made available for free download - click here (1.6Mb PDF document).


Sources: Rapide Communication /
The Marketing Factbook.
Copyright © 2012 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Knowing The Customer
  • Marketing Know-How

Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

The Marketing Operations Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is the marketing book you can't afford to be without.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

This comprehensive and practical guide to the latest ideas in marketing operations hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Operations Playbook at your side, you'll gain to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark