New Frost & Sullivan Research: Are you one of the 42% of Aussie retailers without a CX strategy?
Recent research by Frost & Sullivan (June 2015) revealed that many retailers are yet to develop and implement a strategy to manage Customer Experience (CX). Yet, they cite this as a key priority.
Find out how your peers rated their challenges with; managing multiple channels (stores, online, mobile, social media, call centres), attracting and retaining customers, their ability to monitor CX and opinions on current Aussie retail conditions.
Key takeaways from the research:
• 39% believe conditions are worse than a year ago.
• Multi-channel adoption is strong: 90% with website; 80% social media; 61% web transactional capabilities; and 43% mobile website or app.
• 89% offer excellent/good CX, however, this is based on perception rather than tangible measurement.
• 30% of medium/large and 17% of smaller retailers use cloud for integrated commerce solutions.
Discover how an integrated cloud-based software platform can help you overcome the challenges.