Future Customer of SAMSUNG
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Transcript of Future Customer of SAMSUNG
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Future Customer of SAMSUNG
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Frequently Asked QuestionsAbout Customer Expectations
• Should a company aim to ‘delight’ the customer?
• How does a company exceed customer service expectations?
• Do customer service expectations continually escalate?
• Is it a better strategy to under-promise and over-deliver?
• How does a service company stay ahead of competition in meeting customer expectations?
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94%believe that companies failing to address the technology needs of the consumer will suffer a competitive disadvantage.
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What makes a good customer experience?
The ultimate experience• Helpful shopping assistants• Detailed product information• Quick and easy Personalized offers• Immersive, engaging and interactive• Seamless transition between online, mobile and physical
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THE STRATEGICROLE OF TECHNOLOGY
• 94% of retailers said they believe that the customer experience of the future will be driven by technology.
• 69% said that they already use technology to differentiate themselves from their competitors.
• 67% of retailers said that they like to be among the first to adopt new technology.
• 41% of retailers are already implementing a strategy for using technology to enhance customer experience.
In all 94% of retailers say that the in-store experience of the future
TECHNOLOGY is at the heart of the EXPERIENCE
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What new generation is Expecting
BRINGING THE STORE HOME THE PERFECT FITGIVING SHOPPERS A WARM WELCOMEPUTTING INFORMATION AT THEIR FINGERTIPSMAKING QUEUEING A THING OF THE PASTMAKING SERVICE TO THE DOORSTEPNOT JUST BETTER MORE EFFICIENT TOOEND-TO-END SOLUTIONS
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You CAN NOT IGNORE this expectations
• BRINGING THE STORE HOME 75% of consumers research products online before purchasing.
• GIVING SHOPPERS A WARM WELCOME 61% of shoppers believe they are better informed than in-store staff.
• PUTTING INFORMATION AT THEIR FINGERTIPS 36% of shoppers find it useful when stores offer QR codes or barcodes to
scan to get more information.
• MAKING QUEUEING A THING OF THE PAST 68% of lost sales could be recaptured if the store is able to order the item
and have it delivered to the customer’s home.
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You CAN NOT IGNORE this expectations
• MAKING SERVICE TO THE DOORSTEP 74% said that “interactive shopping” technology increases footfall, loyalty
and ultimately sales.
• NOT JUST BETTER MORE EFFICIENT TOO 82% of retailers said that investing in technology has helped them make
significant “green” savings.
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