How can retailers create an experience that resonates with customers and drives both satisfaction and loyalty? How can they ensure their efforts also contribute to a healthy bottom line? How can technology tools move them toward their goals?
A survey conducted by Retail TouchPoints and Capgemini asked executives (director-level and above) from more than 100 retailers about their plans to master CX. Those on the front lines of retail success shared their strategies.
Download the report for access to stats, including:
- 49% of survey respondents said they don't currently have a loyalty program;
- Only about 7% said cyber security was among their top strategic goals; and
- At 35%, ship-from-store topped the list of omnichannel initiatives retailers currently offer.