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)

Why the 'omni-shopper experience' is so important

Previously loyal Toys'R'Us shoppers still up for grabs

The study, entitled "Toys'R'Us and Babies'R'Us Shopper Survey Findings", noted that there were millions of previously loyal Toys'R'Us shoppers still "up for grabs" during the 2018 holiday shopping season.

"This shopper insights demonstrate the critical importance of a seamless offline and online shopper journey for retailers looking to gain market share in the wake of these retail giant bankruptcies," said Jaysen Gillespie, Criteo, VP, Head of Analytics and Insights. "For both holiday and everyday purchases, shoppers rely on digital channels for convenience but still crave in-store experiences with their families, especially when searching for the perfect toy. Brands that can offer both will have a significant advantage among competitors."

Additional findings from the study included:

1. Digital Players Poised to Take Market-Share
   In aggregate, Amazon is the first choice for Toys'R'Us & Babies'R'Us shoppers to use as a replacement for toy and baby products, followed closely by Walmart and then Target (in the US). However, factors such as household income and Amazon Prime membership are correlated with consumer preferences for a replacement retailer.
2. Bricks-and-Mortar is Not Dead
   59% of Toys'R'Us & Babies'R'Us shoppers confirmed they made purchases within physical stores and indicated the importance of a positive in-store experience.
3. Convenience is Key
   Two out of three Toys'R'Us & Babies'R'Us shoppers used to have a store within 20 minutes from their home. For convenience-oriented shoppers, Walmart and Target were chosen by a whopping 78% of respondents as their preferred replacement retailer. Conversely, for the 55% of respondents who don't care about location, Amazon was the winning choice.
4. App Purchases Drive Competitiveness
   The majority of shoppers (59% for Toys'R'Us and 73% for Babies'R'Us) also indicated that they are "interested" or "very interested" in buying via the app of their preferred replacement retailer. App-forward retailers are therefore likely to drive a competitive advantage over app-averse or app-neutral retailers.
5. Retailer Selection is Driven by Shopper Demographics
   41% of lower income Toys'R'Us & Babies'R'Us shoppers would choose Walmart as their new retailer of choice, while the Target-preferring cohort over-indexed on higher-income shoppers.
6. Consumers Expect a Broad Product Selection
   Retailers in line to capture Toys'R'Us market share need to focus on inventory. A majority of respondents confirmed that at least 60% of their shopping needs for toys and baby products were met at Toys'R'Us & Babies'R'Us - reducing the friction of having to visit multiple stores or websites.

"One of the great joys of shopping at Toys'R'Us & Babies'R'Us was the incredible level of assortment that would expand the planned holiday purchase," said Amy Lanzi, EVP, North America Commerce Practice Lead at Publicis Media. "Target and Walmart are working hard to create meaningful experiences that encourage basket-building discovery moments at their stores, and online, that fit the varied price and convenience expectations of today's holiday shoppers."

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)