CX

You feel it, right? The current approach to customer feedback is fundamentally broken. You’re only hearing from your angriest, loudest customers. They’re making you chase after issues you can’t quantify. And after all that – these customers can still go online and trash your business. Whatever department you’re in – from ops to CX – it seems being customer-centric is a lot harder said than done.

Have you ever agreed to take part in a survey, feeling generous about sharing your feedback…and then many looooong boring minutes later found yourself wishing you hadn’t - perhaps ultimately walking away without completing the survey?  If so – you’re not alone.

Ah, the enigma that is Generation Z. Are they really so hard to decipher? And if so, why does it matter? Certainly, many retailers have spoken to us about the urgent need to connect with and engage the next generation. So what is it about “Zoomers” that makes this so challenging? For one, it’s clear from the research that there’s a real problem with pinning down Gen Z characteristics. It’s easy to rely on lazy assumptions and stereotypes about the TikTok generation –  “they’re digital natives, so of course they prefer to do all their shopping online”.

It’s been discussed time and time again - online reviews now play a huge part in consumer decision-making. And it’s well-known that fake reviews are a big problem (to the point where law-makers in the US are introducing legislation to combat the issue). Add in the fact that it’s usually the most disappointed or delighted customers that even trouble themselves to leave reviews, and you end up with a morass of unrepresentative feedback. 

TruRating helps a global retailer achieve their most critical KPI and collect real-time insights, without compromising throughput efficiency at the till. This customer, an industry-leading global supermarket chain with 10,000+ stores in over 20 countries, is renowned for its competitively low prices, streamlined store layouts, and extensive product offerings, consistently aiming to impress customers from the moment they entire the store.

Much of my time is spent speaking with retail leaders, developing thought partnership CX strategy and quite honestly, spending time in stores. On a recent morning, I arrived at a mid-box retailer where they were just completing their morning huddle.

In the final installment of our latest Consumer Insights Report, we take a look at a key, if often undersung consideration - the long-term beneficial impacts of understanding and acting on the ethical concerns of your consumer base (in case you missed them Parts 1, 2, and 3 are all still available).

In Parts 1 and 2 of our Inflation Report, we looked at the cross-generational impacts of inflation and how global price rises on daily necessities are impacting consumer habits respectively. 

In Part 3 of the report, we turn our eye to how inflation is leading to a new consumer mindset overhaul - one less inclined to discretionary purchases, yet at the same time more willing to potentially try new retail options.