There is a shift in the way customers interact with retail experiences and that’s of retail sales offline (physical stores and kiosks) to an online offering. In many cases this shift is an inevitable evolution of the retail experience but what about those customers that require that extra effort, care and human interaction when making purchases? How can you determine what your customers prefer? Don’t guess, ask them! The key is to better understand your customers through leveraging existing data, talking to your customers, listening to your customers and understanding their experience with you through a customer journey map. A Forbes article suggests using “data-driven marketing insights to empower employees, so then these employees can elevate the customer experience and treat shoppers the way they want to be treated: as individuals with unique buying behaviours and preferences.”
Read more of that article here.