Future Retail Challenges
Bricks and mortar retailers face a number of challenges right now. The greatest is to develop a customer experience that
customers can’t get online or anywhere else for that matter.
The development of a customer experience strategy is much more that just improving service, it’s about the development
of a unique, consistently delivered experience that adds greater customer value resulting in expectations being
exceeded.
The reality is technology is going to continue to develop at a more rapid pace than we are currently experiencing. This
will give consumers even more options to research and purchase goods and services.
The increasing number of virtual experiences we will have will increase the desire for more quality human experiences.
This will give retail stores the opportunity to develop interactive experiences that will stand them out.
Motivating customers to visit a store will be totally reliant on the ability of everyone associated with the business to
contribute and commit to the continual development of the in-store experience.
The immediate challenge for most retail businesses is the lack of knowledge and expertise to develop a culture within
their businesses that drives this kind of business development.
At the very best many retailers end up just copying when a competitor is seen to be gaining a market advantage due to
the introduction of a value added customer focused initiative.
The great news is that there is an organisation that is not only passionate about the quality and consistency of the
experience customers receive but has a proven customer experience development programme that can be tailored for the
wide cross section of businesses that make up the retail industry.
For more details please visit http://www.customerexperiences.co.nz/exceeding-customer-expectations-workshop
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