Customer Experience Management in the Retail Industry
To stay ahead of the curve in today’s digitally inclined retail market landscape, retail brands will need to step up their game and offer personalized customer experience (CX) across every communication touchpoint. However, this becomes difficult without gathering detailed visibility into the customer journey and understanding their needs and requirements. Leveraging customer experience management solutions can help retail companies to acquire new customers, enhance CX, and reduce marketing spend.
Today, businesses need to provide real-time, personalized experiences to better engage and connect with their customers. Our customer experience management strategy can help you achieve these objectives. Request a FREE proposal today!
Business Challenge
The client is a retail company based out of North America.
The client faced challenges in engaging with their target customer segments due to the lack of a methodology to analyze the customer buying behavior and their spending patterns. They even failed in their attempt to gather customer insights through multiple customer surveys as it was time-consuming and resulted in data duplication.
Due to the lack of insights into customers’ needs and their value for the brand, the client faced challenges in satisfying their customers’ demands and requirements. As a result, they encountered a steep decline in their sales rate and even started losing customers to their competitors. In addition, the company witnessed an increase in customer churn rate by 23%.
They realized the need to create a robust customer experience strategy. As such, they approached the experts at Infiniti Research to leverage their expertise in offering customer experience management solutions.
In addition, with Infiniti’s customer experience management solution, the client wanted to:
- Acquire new customers through targeted sales and marketing approaches
- Enhance customer engagement by providing personalized product and service offerings
- Convert prospects into long-term customers by enhancing customer experience
- Take a more customer-centric approach to marketing and reduce marketing spend
Today’s competitive retail marketplace necessitates retailers to enhance the customer experience across in-store and online channels. Our customer experience management solution can help you achieve this.