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TGI Fridays strategy, e-commerce disruption, grocer CX challenges top July reads
If you missed a day of reading Retail Customer Experience in July we don't blame you. It is a hot month, for most, best spent on the shore, in the pool or in air conditioning. To help you catch up here are the five most read articles for the month.
August 9, 2019 by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com
July, for most of the country is a hot mess of weather and built for family vacations, barbecues and spending time in cool water.
So, no one can blame anyone for not being as diligent as usual when it comes to keeping up on insights shared at Retail Customer Experience. In case you missed a few days and turned off emails for a week or so, first, congratulations. Second, here's a peek at the top popular features Retail Customer Experience readers enjoyed in July so you can catch up.
No. 1: Disruption is taking the 'e' out of e-commerce
Bryan Forbes, vice president, strategy and planning at IN Marketing, explains that as disruption in retail is a constant, the way consumers shop is continually changing. Yet, the classic sales funnel no longer works because people want to shop at their own pace, using their own devices, picking retailers that cater to their convenience needs.
No. 2: How TGI Fridays is making the customer journey spectacular
There are three words one will hear often from Sherif Mityas, TGI Fridays' chief experience officer, when he's talking about his focus: the customer journey. It doesn't matter where that journey starts — whether it's via an order off the brand's website or the mobile app, or from a customer sitting down in one of more than 900 locations across 60-plus countries.
No. 3: Gems of knowledge from SXSW 2019
Sonya Klinger, marketing manager at IDL, explained the customer journey and why sparking intrigue is a must. She makes the argument that brands that stand out do so because they have strong identities and tell effective, authentic stories that resonate.
No. 4: Personalization has its own challenges
Kristin Hambelton, chief marketing officer at Marketing Evolution, says today's consumers demand an experience tailored to their specific needs, and marketers continue to search for the best way to give that to them. Yet, while 69% of consumers seek an individualized customer experience today, only 40% of brands actually offer what they're seeking.
No. 5: Ways grocers can deliver a positive, omnichannel customer experience
Kerry Liu, CEO and co-founder at Rubikloud, identifies the issues grocers and supermarket enterprises are having in delivering a rewarding customer experience. One big one? Shoppers' expectations have changed big time.
About Judy Mottl
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