Bazaarvoice white paper: how to succeed as a multi-channel retailer in 2014
The most prominent shift we have begun and will continue to see in 2014 is a focus on the customer journey and adopting a ‘customer-first’ strategy. At a time when customer demands are higher than ever and loyalty is at an all-time low, retailers need to get smart about how they interact with each individual customer.
The majority of traditional retailers accept that they can no longer live in silos to their digital counterpart and need to optimise the customer experience accordingly. A retailer can’t delineate where a customer journey starts and stops — it should be a seamless experience, no matter which retailer channel a customer chooses to engage with.
In line with this, personalisation and customisation will continue to be extremely important considerations within the retail space across both digital and physical customer touch points. Customers are very savvy and want to be informed by brands and retailers: the challenge for retailers is to provide appropriate information at the relevant moment in the lifecycle…