5 Key Consumer Behaviors to Improve Retail Customer Experience

© 2016 24/7 CUSTOMER, INC.

5 Key Consumer Behaviors to Improve Retail CX


Why Invest in Improving Customer Experience?


Because it’s costing you. How much?

3

1 of 5

Took their business elsewhere because of poor customerservice

3 of 5

Ended their relationship with a business because of poor customer service as a result of IVR frustration and long phonequeues

*2016 Customer Engagement Index

http://info.247-inc.com/WS-NA-CE-Index-WS.html?utm_source=slideshare&utm_medium=cpc&utm_campaign=improve-retail-cx


Guess where consumers go first for customer service?

67%GO TO THE

WEBSITE FIRST

46%

23%

17%

BY WAYOF...


PCs TABLETS SMARTPHONES


So what do customers want?

5

WANT:To contact the company through a channel of theirchoice

Self-service to be optimal

The company to anticipate their needs

9 of 10

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We’re living in the “Age of the Digital Customer”

Mobile, web and social are the new “front door”!


The Digital Customer & 2015 Black Friday

7

Increase in US online sales on Black FridayIBM Digital Analytics Benchmark, 2015

21.5%

36% of Black Friday Sales Happened on MobileIBM Digital Analytics Benchmark, 2015

© 2016 24/7 CUSTOMER, INC. 8

That’s all great but… ready for the cringer?

© 2016 24/7 CUSTOMER, INC. 9

Merchandise abandoned every year in online shopping carts!!

Retail Touchpoints, 2015

$4,000,000,000,000

That’s 4 trillion $$$ on the table!! (Told you it was a cringer!)

Are you present during all these digital moments?

REVENUE MOMENTS

BRAND EXPERIENCE

MOMENTS

SERVICE RESOLUTION

MOMENTS

Initiate service

Pre-purchase research

Offer premium service

Apply for Card

Cross-sell

Give feedback

Onboard

Activate

Inquiry Greeting

Shipping Status

Refunds

Payment

Acct. Mgmt. Returns

© 2016 24/7 CUSTOMER, INC. 10

© 2016 24/7 CUSTOMER, INC. 11

5 Key Customer Experience Behaviors

in Retail

© 2016 24/7 CUSTOMER, INC. 12

# 1 | Customers increasingly want to self-serve: they need information now and would like to be able to find it on their own

© 2016 24/7 CUSTOMER, INC. 13

# 2 | Digital experiences are substituting in-store experiences: it’s a digital world in terms of shopping needs

© 2016 24/7 CUSTOMER, INC. 14

# 3 | Mobile searching leads to spending: customers searching for products on mobile are more likely to spend and make a purchase

© 2016 24/7 CUSTOMER, INC. 15

# 4 | Omnichannel is a given: customers are using different channels to complete transactions and expect to have a consistent experience across digital and offline channels

© 2016 24/7 CUSTOMER, INC. 16

# 5 | Phone experiences impact customer churn: if and when customers pick up the phone for customer service, their experience will impact if they continue to do business with you (more so now than ever before!)


Recap: Digital Customer Journeys & 5 Key CX Behaviors

# 1 Customers want to self-serve# 2 Digital experiences > in-store experiences# 3 Mobile searching leads to spending# 4 Omnichannel is a give# 5 Phone experiences impact customer churn


Add a Virtual Agent to replace FAQs or email as a channel so your customers can self-serve more easily

20


Offer Chat assistance. It's more cost effective than voice and customers like it better too

21


Make your IVR digital to maintain transaction history and deliver an omnichannel experience

22


Drive engagement via Facebook Messenger. Offer help in your customer’s social media channel of choice

23

© 2016 24/7 CUSTOMER, INC. 24

To Learn more, listen to this webinar recording for detailed examples of how you can improve customer service & experience

Web: www.247-inc.com

Email: [email protected]

Twitter:@24_7_inc

Click here for the recording

http://info.247-inc.com/CEC-WS-SlideShare-Retail-Webinar-Replay-May19.html

5 Key Consumer Behaviors to Improve Retail Customer Experience

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