E-retail is an exciting, dynamic sector that is primed for growth. But, e-retail companies need to make sure that they provide the right customer service experience to build customer loyalty and advocacy.
E-retail customers expect the highest level of brand quality and service. They insist on the availability and seamless integration of digital, social, mobile and other channels to facilitate their purchase and service needs. To meet these ever-increasing expectations, e-retail companies, from the smallest online operation, to the largest enterprises in the world, seek to provide an optimum experience for their customers through technological and service innovation.
The omnichannel strategy is now a requirement to compete in the global e-retail arena. Complicating this movement, however, is the growth of the marketplace. By 2050, nearly 3 billion people will move into the middle class 1 . Most of these people will be in emerging markets, where consumers with disposable income will make online purchases and have service needs. This will require that companies must have more infrastructure to meet those demands.
The Customer Experience (CX) Lab has done research on e-retail customer preferences. The results show that e-retail companies still need to work on providing customers with their preferred channel of interaction. To find out more, please read the brand new white paper, which outlines important strategies to build customer advocacy and loyalty through customer experience.
CX Lab e retail Building the right e-retail Strategy