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)

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These findings support Zebra's own One Store, One Experience campaign - focusing on brand experience, delivery and fulfilment, loyalty, big data and store mobility to transform the connected customer experience. With higher customer expectations, retailers acknowledge that the role of technology has never been greater.

Nearly 2,000 shoppers were surveyed in the United States, Canada, Singapore, Australia, England, Italy, Spain, France, Germany, China, Japan and Thailand.

The study identified that more than one-third of shoppers (34%) believe they are better connected to real-time information than in-store associates. Meanwhile, 64% of shoppers would be willing to purchase more merchandise if they received better customer service and over one-half (52%) value retailers who use technology to make the shopping experience more efficient.

Among the study's key findings:

• More than three-quarters (76%) of shoppers feel positive about shopping in stores and nearly one-half think that technology solutions are helping retailers enable and improve their shopping experience.
• 52% of shoppers "show-roomed" or looked at items in-store but purchased them online.
• More than 30% of shoppers would prefer to go to a retail store to pickup items purchased via online or mobile channels.
• Retailers can recover 66% of out-of-stock incidents by offering shoppers an immediate discount.
• Nearly 80% said they are willing to share some level of information with retailers. But, retailers rank low on the list of institutions that shoppers trust with personal data as only five percent reported they completely trusted retailers.
• 64% of shoppers value retailers that give them the flexibility to control how personal information is used to tailor experiences.

"As online and mobile shopping become more prevalent and accepted worldwide, the importance of the customer experience remains high - as noted by the majority of respondents who would buy more merchandise from retailers they believe provide better customer service," said Nick D'Alessio, Global Retail Solutions Development executive for Zebra Technologies. "Mobile technology helps provide real-time visibility of product availability, flexible delivery and payment options - freeing retailers to focus on the shopper experience and delivering personalised service to customers."

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)