Customer experience in retail and e-commerce

E-commerce is constantly redefining the retail sector, taking a greater share of the total market each year — 53% of consumers believe the online retail experience is superior, and 76% say convenience is the biggest benefit of online retail.

And online reputation is key to building a customer base — 62% of consumers agree that social media influences their brand choices. For both brick-and-mortar and online shops, success means finding more digital ways of connecting with consumers.

Elevate your entire retail journey

While customers expect interactions to be seamless, each individual has their own definition of a positive experience. Long-term loyalty is reliant on knowing your customers, but behavioral patterns are constantly evolving.

Understanding your audience is key to creating more consumer-centric experiences. Our research shows 60% of consumers expect some level of personalization as standard.

CX solutions that result in increased sales, fewer returns and greater customer loyalty

The more satisfied your customers, the more likely they are to return, and loyal customers tend to spend 31% more than regular customers and are 50% more likely to buy new products.

By establishing a strong omnichannel strategy and collecting and analyzing data, you can identify trends and predict purchasing patterns to gain a solid understanding of how CX delivery drives loyalty.