Business news Customer experience in the new age of shopping


Ciaran Bollard, CEO of Kooomo: “There is undoubtedly a tough journey up ahead for many retailers, but a light at the end of the tunnel for those will- ing to get creative and invest in their customers.”


The last few months have transformed the traditional idea of the shopping ex- perience, with unprecedented levels of uncertainty and strict new guidelines forcing retailers to evolve rapidly. In this new age of shopping, customer experience (CX) will overtake price and product as the key brand differentia- tor, according to digital eCommerce solutions specialist, Kooomo, which says that retailers must do all they can to remain competitive at this time and re-focus their efforts on how best to serve customers. New research from analyst house, For- rester found that CX transformation in- creased customer retention and great- er cross-sell opportunities and a recent SuperOffice report found that 86% of consumers are willing to pay more for an optimal CX, highlighting the value in providing a frictionless experience across each touchpoint.


Ciaran Bollard, CEO of Kooomo says, “There is undoubtedly a tough jour- ney up ahead for many retailers, but a light at the end of the tunnel for those willing to get creative and invest in their customers. As the dust settles


and consumers become more accus- tomed to the new way of doing things, it has never been more imperative for retailers to invest wisely in the right tools and techniques to provide a fric- tionless CX and, ultimately, generate sales.”


In light of this, Kooomo outlines the following tips for retailers looking to create the optimal CX:


1.Invest in a seamless omnichannel experience


The first step for retailers in removing friction from the customer journey is to embrace omnichannel solutions. In its 2020 report, PWC found that the number of organisations investing in the omnichannel experience has in- creased from 20% to more than 80% over the past year, highlighting the surging demand for a seamless CX. Not only do omnichannel solutions give customers the option to purchase items at their own leisure across var- ious channels, but also enable better communication between a consumer and retailer, helping brands to ensure


their messaging is clear and consis- tent across each stage of the customer journey.


2.Create your own AI chatbot


Nowadays, with the physical world be- ing replaced by the virtual, the desire for businesses to be available 24/7 is even greater than before. This is demonstrated by research from Inc. that found approximately 51% of con- sumers feel businesses must be avail- able and engaged at all times. This is where AI chatbots come into their own, adding both a personal and con- venient element to online assistance. Chatbots live on hosts’ websites, uti- lise the latest in AI technology to an- swer consumers’ questions in a matter of seconds, saving time and providing users with greater autonomy. By in- vesting in solutions that enable swift, efficient and autonomous responses, retailers enable customers to guide their own journey, removing yet anoth- er layer of friction from the CX.


11


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22