Omnichannel

Consistency key to retail customer experience, say consumers

Adobe Stock.

September 18, 2023

When it comes to the retail customer experience, regardless of loyalty status, most consumer view the key to exceptional CX is providing consistent, high-quality experience at every touchpoint.

In regards to how retailer are delivering good CX, 42% of consumers view retail and online brands as providing better or much better customer care compared to the level three years ago in the pre-pandemic time frame.

On the retailer side, managing costs, including increasing operational costs, is expected to be the biggest CX challenge among 56% of retail and e-commerce brands in the next 12 months.

Those are top findings of "Experience & Loyalty Insights: A Research-Based Review — Retail & eCommerce," a research report from Execs In The Know released in partnership with Conduent, a global digital business solutions and services provider. The report focuses on a specific vertical (retail/e-commerce) and includes comparisons between consumer and corporate practitioners, according to a press release.

"This report opens an exciting and new avenue of research for our community," Susan McDaniel, co-founder and COO of Execs In The Know, said in the release. "Loyalty is an important topic, not just for our friends in the retail/e-commerce vertical, but across industries. Many of the findings contained in this report translate well on a cross-industry basis, providing a clear picture of what loyalty means to consumers, and how brands can cultivate more loyal customers."