Cognizant’s study about shopper experience (click to find out more) reveals important insights into how to improve customer trust and retain customers within retail. Here are some key insights:
- Price is important. Be aware of what is the right price for your customer, and ensure consistency across various interaction points. 55% of shoppers will look for the same product at a lower price online,if they find thestore price too high.
- The store isn’t going anywhere. Ask yourself how you can create a seamless experience across channels, and merge the alternatives. Buying online and picking up in store is gaining acceptance.
- Empowered store associates make adifference. Speaking to someone who knows a lot about the products,is highly valued by customers. As plenty of information is also available online, customers want to be informed about thatoption.
- Quality and convenience matters. Consumers don’t mind paying a premium if it’s justified by the service level. 48% says that convenience is a top reason for not purchasing from the lowest price retailer.
Get the full story >
