Shopping should be an engaging experience to support the buying journey — and brands and retailers that don't prioritize a customer experience strategy in planning will fall behind the competition.
What makes a great shopping experience? What makes a great customer experience strategy? The answer is the same regardless of industry or market: high-quality product and brand content delivered accurately and consistently across customer touch points.
Whether a shopper is engaging with a brand on Instagram or adding a product to their buy box on Amazon, their experience is central to how they feel about your brand and products.
Good or bad, these experiences — and your customer experience strategy — leave an impression on shoppers and help them make a number of critical decisions as they move through their buying journey.
The National Retail Federation (NRF) reports that 80% of online shoppers agree that shopping technologies and innovations improved their experience — and the same is true for 66% of brick-and-mortar shoppers and 63% of mobile shoppers.
While the shopping journeys of the past may have involved a quick trip to a brick-and-mortar store and a choice between a handful of products on a store shelf, the current journey of finding a product, exploring its features, and (ultimately) making a purchase has become increasingly complex.
As shopper demand for these experiences continues to increase, brands and retailers must be equipped to build an engaging shopping experience. Brands and retailers must also build a great customer experience strategy.
Salsify has created “The Complete Guide to Building Winning Shopping Experiences” to give brands and retailers data-driven insights into the experiences shoppers demand and how to create an effective customer experience strategy — no matter where they are in the world.
From leveraging the power of TikTok and other social commerce channels to testing artificial intelligence (AI) and ecommerce personalization capabilities to boost product discovery, engagement, and conversion, these tips can help you create omnichannel commerce experiences that support shoppers wherever they are in their buying journey.