Today’s retail customer is always shopping around, but while price and quality consistently bring customers to the table, it’s increasingly the customer experience that completes the sale and makes all the difference between buy, buy, buy and bye, bye, bye.
While it’s becoming harder for retailers to differentiate based on price and product availability, it’s becoming easier to differentiate based on customer experience. Personalization, seamless service across channels, customer-centric engagement; some retailers have it; some don’t. But those who don’t must if they are going to compete in the ever-evolving retail space. Consider the following statistics from a recent Infosys Rethinking Retail study:
- 86% of surveyed consumers who have experienced personalization say it influences what they what they purchase. Read More