Thursday Bytes | Seven Omnichannel Retail CX Trends You Cannot Ignore скачать в хорошем качестве

Thursday Bytes | Seven Omnichannel Retail CX Trends You Cannot Ignore

www.gspann.com The omnichannel buying experience continues to blur the lines between offline and online customer journeys. Dive into the latest trends to gain a competitive advantage. 1. Online reviews matter more than ever During the pandemic, customers increasingly trusted online reviews to inform themselves before making a purchase, and this trend isn’t going anywhere. With a proactive review and reputation management strategy, you can ensure that your online presence is positive, captures attention, and stays aligned with your in-store experience, engaging prospective and repeat customers. 2. TX is becoming the new CX A Gartner survey found that “the top two reasons for pursuing digital initiatives are to enhance customer experiences and improve employee productivity.” Business leaders are increasingly looking to apply a TX (total experience) strategy that places value on employee and user experience as much as customer experience. 3. Getting found online isn’t enough 72% of consumers who used a search engine for a local query visited a business within a five-mile radius. It’s an absolute must that your locations rank on Page 1 across Google, Apple Maps, Facebook, Yelp, and more to ensure that ready customers find you and choose you. 4. Not-so-great reviews are an opportunity 32% of consumers wouldn’t purchase without seeing any negative reviews. A few negative reviews heighten consumer trust and add brand authenticity. Responding directly, with care and empathy, to low-star reviews provides an opportunity to increase customer retention, both in-store and online. 5. GenZ is having a tremendous impact on brands At $360 Billion, GenZ has tremendous worldwide spending power that will only continue to grow over time. The challenge for 2023 and beyond is to drive Gen Z buyers to your brand for more than a one-time purchase. To do that, you must listen deeply to their unique needs, wants, and expectations. 6. Corporate social responsibility matters Trust and authenticity matter more than ever to retail consumers. Be proactive and vocal about communicating to your customers on what your brand is doing to positively impact employees, local communities, and the world at large. 7. Customers are expecting a 360-degree CX Today’s consumers expect top-tier experiences at every step along their customer journey. Use Machine learning, AI-powered solutions to illuminate sentiments hidden beneath the surface to decode exactly what your customers want from their shopping experience. Learn more about our business and technology solutions: https://www.gspann.com/resources/all-... #Omnichannel #Retail #CX #CustomerExperience #TX #TotalExperience #CustomerJourney #BrandReview #OnlineReview #UX #UserExperience #GenZ #Customer360 #360DegreeExperience #AI #ML #AISolutions #MLOps #Chatmeter #GSPANN #ThursdaBytes