The customer is the king and none better than the retail sector understands this as it is driven by consumer attitudes trends and economic vitality. Pre-technology era had provided the retailers the benefit of fixing the price tags as per consumer status levels. However with technology playing a major role in every aspect of the human life, today’s consumers are more techno savvy and walk into a retail store armed with the knowledge of where every product comes from and the minimum and the maximum retail price that can be on the price tags. The massive adoption of internet technology, the social media and networking sites even on the move has re-shaped the consumer expectations.
Irrespective of the industry sector the understanding the consumer journey and their expectations are vital for creating applications and helping consumers navigate through their interactions with the organizations. However the retail industry in particular needs to come up with innovative customer experience solutions that will create value and increase customer loyalty. With consumers today having more shopping options from the large number of brands available in the market, to online shopping portals which has now become highly trusted and accepted one, competition is at an all-time high in the retail industry thus the need for an effective retail customer experience.
The consumers have an array of stores- from mass merchandisers with one-stop discount style shopping to large retail chains and department stores. Such increase in shopping options, lead to erosion of customer loyalty. Enterprises thus need to work out options which would help them provide excellent retail customer experience. Nevertheless, today’s retailers are not competing on the price alone. In order to sustain in the highly competitive environment they need to strengthen their customer loyalty and increase their sales and differentiate themselves from other stores.
Enterprises need to deliver unique retail customer experience by providing them innovative tools and services required which would increase customer loyalty. Further, streamlining processes will facilitate maximizing productivity and better control with enhanced customer interaction services. With technological enhancements coming up every other day leading service providers have been able to develop number of applications for the retail industry.
Based on the predictive chat sessions data and other methods of predicting customer interactions, these providers have anticipated customer needs and worked out applications for inventory check, product troubleshooting, returns and exchanges and rewards programs which takes the enterprises smoothly through their retail journey. Such retail customer experience solutions help large retail enterprises increase sales and deliver superior customer service for their customers, shoppers, and members.