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)

Customers combine digital and physical retail experiences

But price and cost savings still affect purchase choices

More than 1,000 individuals aged 24-65+ were asked about their perceptions, behaviors and customer experience, and the survey found that consumers want a choice for how they can interact with a brand, making retail hybrid experiences more important than ever.

The report highlighted the most influential components of customer experience, satisfaction and loyalty, and how organizations can transform experiences for a digital-first, hybrid, and hyper-personalized world.

Key findings from the report included:

• 50% of survey respondents reported at least one experience they won't return to in person after the pandemic is over, signaling a shift to digital-focused consumer behaviors.
• 41% of respondents reported convenience as the primary benefit of using digital experiences during COVID-19. Price and cost savings still played a factor, averaging 20% of respondents' primary vote.
• Older customers were more likely than younger to choose "safer" as a primary benefit of digital experiences.
• Interest in exclusively digital experiences decreases with age, typically dropping off starting with the 45-54 age demographic. Of respondents 55 and over, 66% reported no desire to continue any type of digital experience in a post-COVID world.

"Brands that shifted quickly to digital models during the pandemic developed a more favorable impression with customers," said Jesus Ramirez, VP of Strategy and Innovation at Tallwave. "As we move forward, the data reinforces the importance of meeting customers where they are, and giving them the option of digital and/or in-person experience."

Whether consumers return to pre-pandemic behaviors or if the digital shifts we experienced over the past year are here to stay, the trends point to consumers seeking a seamless and personalized customer experience that they can control. Going forward retailers can win by redefining the role of the physical store and integrating CX technology at the right points in the customer journey to enhance the shopping experience.

The full report from Tallwave has been made available online at https://tallwave.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)