Despite the economic uncertainty, inflation, and changing priorities, customers are still coming through well. However, it is still hard to predict what lies ahead.
Nonetheless, it’s the most wonderful season of the year, especially for retail. In fact, retailers are supercharged for yet another competitive and happy season for holiday shopping. While 2022 holiday season was all about profitability due to the economic downturn, 2023 customer experience in retail is predicted to be all about keeping your loyal customers delighted, according to Salesforce.
Besides stocking up on supplies for the holiday season, retailers should focus on how customers feel while interacting with the business. It directly affects and influences buying behavior. According to a Salesforce study, 90% of buyers consider customer experience in retail to be as important as a company’s goods and services.
Ahead of this holiday shopping season in 2023, retailers are investing in personalization to deliver engaging and relevant experiences tailored to unique preferences and needs. There’s evidence to support this theory in a recently released survey result by Bolt, which indicates that 66% of ecommerce companies prioritize collecting first-party data of customers to prepare for the pre-holiday season marketing efforts.
This is because today’s shoppers prefer brands delivering tailored online experience. Data indicates that 75% of buyers are willing to spend more on personalized shopping experiences.
What is Customer Experience in Retail?
Customer experience ideas in retail are all about how customers are interacting and engaging with a brand and how they feel about the brand experience. Together, this influences their buying decision.
There are multiple touch points of retail experience throughout the shopper’s buying journey, starting from brand discovery to delivery. Retail outsourcing companies are focusing on customer experience more than ever before in a quest to deliver exceptional services.
Good vs. Great Customer Experience in Retail
Generally, “great” customer experience in retail is an ideal situation when a customer experiences a positive interaction during the buying journey. It not only gives a euphoric feeling but also instills confidence to purchase from the same brand time and again.
Here, the first ever interaction that converts into a purchase becomes the precursor. It influences customer experience and loyalty. However, there are other factors influencing customer journeys.
For instance, a SurveryMonkey report reveals that GenZ customers look for three things in a brand:
- Brand authenticity
Regardless of your target audience, their location, age, and related factors, bombarding them with ads is not a great idea. Rather, you should focus on a multichannel retail strategy through a preferred channel to reach out to your target.
Importance of Customer Experience in Retail during Holiday Season
However, it is imperative to understand the difference between year-round and holiday customer service and the challenges:
- Tremendous pressure for gift delivery on time and specific date
- Holiday sales online are predicted to reach USD1.19 trillion globally
- The volume of customer inquiries to increase by up to 120%
- CX software to process the high volume of customer service data
In addition, many retail BPOs have a resource crunch due to a macroeconomic environment. All these factors combined is a recipe for a volley of challenges in the busiest time of the year. As a result, customer service teams should prepare well in advance to weather any situation successfully.