When it comes to the retail customer experience, regardless of loyalty status, most consumer view the key to exceptional CX is providing consistent, high-quality experience at every touchpoint.
In regards to how retailer are delivering good CX, 42% of consumers view retail and online brands as providing better or much better customer care compared to the level three years ago in the pre-pandemic time frame.
On the retailer side, managing costs, including increasing operational costs, is expected to be the biggest CX challenge among 56% of retail and e-commerce brands in the next 12 months.
Those are top findings of "Experience & Loyalty Insights: A Research-Based Review — Retail & eCommerce," a research report from Execs In The Know released in partnership with Conduent, a global digital business solutions and services provider. The report focuses on a specific vertical (retail/e-commerce) and includes comparisons between consumer and corporate practitioners, according to a press release.
"This report opens an exciting and new avenue of research for our community," Susan McDaniel, co-founder and COO of Execs In The Know, said in the release. "Loyalty is an important topic, not just for our friends in the retail/e-commerce vertical, but across industries. Many of the findings contained in this report translate well on a cross-industry basis, providing a clear picture of what loyalty means to consumers, and how brands can cultivate more loyal customers."