COVID hit retail like a seismic shockwave in March 2020. While much of that year saw the industry scramble to meet consumers’ immediate needs and concerns, the question many are asking themselves now is – what is next?
In a previous article, I talked about the danger of measuring improvements to customer experience using just customer experience scores rather than increases in revenue, footfall, conversion rates or repeat visits. I wanted to expand a bit on this with a particular focus on Net Promoter Score (NPS) and why I believe solely relying on it can give a misleading view on actual or future business performance.
Retailing in the ‘New Normal’ – is Omnichannel still key?
Following a year that retail isn’t likely to forget – one of the key takeaways was the importance of being digitally prepared. Though much of the attention was focused on the growth in eCommerce, the pandemic showed that the concept of isolated channels is starting to fall apart. While for many Covid played the role…
Re-thinking the Future of Customer Experience (or where McKinsey got it wrong)
Last week saw the release of research by McKinsey into the future of Customer Experience (CX). The main premise stated that using surveys to measure and improve customer experience rarely, if ever, works and that at best the use of surveys should be limited to market research only.