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)

Shopping behaviour changes are likely to persist worldwide

Consumers are more sensitive and suspicious of pricing

The results of the study, which surveyed shoppers in Brazil, France, Germany, the United Kingdom, and the United States, present retailers with clear and urgent imperatives.

Among the study's key findings:

1. There has been a dramatic five-fold increase in shoppers who say they primarily shop online, rather than in-store, during COVID, from 7% to 35%. After so many months of changed behaviors, they are very unlikely to return to pre-COVID shopping patterns. Retailers must make online commerce a cornerstone of their ongoing strategy, including sourcing science-based dynamic pricing capabilities that move at the pace of ecommerce.
2. While shoppers were very price-sensitive even prior to the pandemic, they are even more price-sensitive today. More shoppers rank price as the #1 most important factor contributing to their overall shopping experience than any other factor, trailed by product quality and product availability as #2 and #3.
3. The pandemic-induced reduction in shopper income will keep shoppers keenly price-aware. Today, a whopping 41% of shoppers report a lower income than pre-COVID, and females at 45% are more likely to report reduced income than males.

"The study confirmed how profoundly COVID-19 has shaken up traditional shopper behaviours and retail assumptions, and how fundamentally changed the shopper's behaviour will be even post-pandemic," said DemandTec's President, Cheryl Sullivan. "Retailers today must have science-based, full-price lifecycle optimization in place so science can rapidly gain insight into fast-changing shopper, market, and competitive conditions and adjust prices to an optimal state. Without science, they risk losing out to retailers who leverage optimization capabilities to present shoppers with prices and promotions that are relevant to them."

A free copy of the research has been made available for download from: https://progressivegrocer.com

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)