Retailers are prioritising experiences to drive ROI.
We commissioned Forrester Consulting to evaluate the role of customer experience (CX) for businesses. We found that top retailers are putting customers at the centre of every business decision to ensure long-term satisfaction and retention.
Customer experience–driven retail businesses rate high on ROI.
Winning new customers is the goal for 82% of retailers.
Using customer experience (CX) to acquire new customers and segments in the next 12 months is a priority for retailers that want to increase their ROI.
81% of retailers are focused on growing ROI, ASAP.
Businesses are only as strong as their ROI. Top retailers yield significantly higher growth rates and profits by creating great experiences.
80% of leading retailers track customer feedback.
Using data from every customer touchpoint helps retailers when it comes to improving products, services and ROI.
Security and privacy are big concerns for retailers.
Top retailers are growing their ROI by prioritising safe experiences for their customers across their entire journey by providing personalised yet secure content.
Read the full study to see how better retail experiences boost your ROI.
Our commissioned study, conducted by Forrester Consulting, found that retailers that focus on creating memorable experiences earn a higher ROI than their competitors. Read The Business Impact of Investing in Experience: A Spotlight on Retail to learn more.