Shoppers will continue to demand that they have better experiences in the stores that they frequently visit. For this reason, retailers are constantly exploring new ways to improve the experience of the shoppers. Retailers understand that there is not a one-size-fits all method for making customers happy.
Customer touch-point optimization must be considered because it is important that every touch-point in the customer journey is measured against the intended experience, as this discipline will no doubt improve your bottomline and maximize your return on investment for advertising and promotion. There are many factors that impacts customer experience strategy. None are more important than ensuring that the designed customer experience concurrently, aligns with the reality of the customer experience. Doing so will drive conversion and improve the bottom line.
Measuring is an imperative for anything you are trying to manage.
Do you have a Customer experience strategy that aligns well with your promoted value proposition? Are you measuring your designed customer experience? Are you measuring the sentiment of the human capital in your business? Do you measure the sentiment of your customers?
For proven evidenced based methods and strategic support for measuring and improving your customer experience strategy feel free to contact us today.
You will be delighted to see actionable cause and effect linkage that drives ROI, Return On Intelligence!