Mar 11, 2022
Serve a unified retail experience that’s great for your customers and your bottom line.
The migration of customers to online retail continues. And with those growing numbers come the expectations that your online experience be as good or better than traditional channels. Read our guide, Retail Technologies that Pair Well Together, to learn how to serve a unified retail experience that’s great for your customers and your bottom line.
We teamed up with Adobe and other Adobe partners to show how to serve a unified retail experience that’s great for your customers and your bottom line.
Ecommerce has been promoted from side dish to the main course. According to the US April 2021 Adobe Digital Economy Index, year-over-year (YoY) retail eCommerce growth for Q1 2021 was 39 percent. Also, global eCommerce is on pace to hit $4.2 trillion this year. But many sellers’ digital strategies aren’t fully baked. While retailers have made big strides over the past year—such as expanding merchandise assortments online and adding curbside pickup—they still fail to deliver a customer experience (CX) that’s both seamless and responsive. According to research by Customer Care Measurement & Consulting LLC, consumers are using digital channels like email, live chat, and social media more often to connect with brands. But while 55 percent of consumers expect a company response to a complaint posted on social media, almost half of such complaints are ignored. Clearly, there is a substantial gap between what customers expect and what retailers deliver.
To attract and retain new customers, retailers must create a unified experience that’s also hyper-personalized for each individual. What’s remarkable about this kind of experience is the absence of common causes of friction such as impersonal or irrelevant marketing, service representatives who are unaware of customers’ online activities, and more.
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