44% of customers say just one bad experience will stop them from shopping with a brand
Customers increasingly demand more from the retailers and brands that they shop with. Providing a customer experience that not only matches but goes above and beyond expectations is now the norm. Loyalty can no longer be assumed, customer-centricity needs to be a key focus.
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.
Why Asking One Question is More Than Enough for CX Surveys
A Customer Experience Catch-22 – CX Surveys When it comes to market research and CX surveys, would you rather ask 100 people 20 questions or 2,000 people a single question each? Is the end result the same? Or does one approach provide better results?
Are Consumer Behaviors Changing in Light of COVID-19?
In 2020, the impact of COVID-19 forced retailers to rapid decision-making and advancement like never before. In a year described as ‘The Great Acceleration’ slow to move sectors like grocery saw digital adoption jump 53% in a year.