Retail customer behavior is evolving rapidly. Customers today are constantly seeking more value for their money and brand loyalty has suffered as a result. Customers have become more demanding, have higher expectations for engagement, are less tolerant, have a shorter attention span, plus they want immediate gratification.
They expect to engage with a brand on their terms, using their preferred channels and devices, and have very little tolerance for the lack of consistency and quality that is often widespread when it comes to day-to-day interactions with many businesses. What’s more, increased global competition and the proliferation of e-commerce means that if customers do not get the service they want from one retailer, there are few barriers preventing the customer from taking their business to the competition.
Accordingly, improving the customer experience is paramount to a retail organization’s ability to increase customer loyalty and retention, improve profits, and drive positive word-of-mouth advertising. And this all starts with designing a Voice of the Customer program that meets the retailer’s unique needs. To that end, we have compiled a list of tips that will help you design a truly retail-focused Voice of the Customer program with a proven return on investment.