Walk into any retailer executive boardroom and you are bound to hear the buzzword: customer experience. As technology evolves and creates ever more ways for customers to shop and engage with brands, what defines a great customer experience also evolves. Here are a few of the biggest trends shaping the future of customer experience - and some thoughts on what it all means for you.
This year’s MITX eCommerce Summit on July 25th is focused on understanding what customers want and delivering them a seamless shopping experience. Defining and delivering a seamless experience can differ by category, however, because the same customer will behave differently depending on what they are purchasing. Combine the complexity of shopper behavior with selling a big-ticket item online, like furniture, and it requires a unique approach. An approach that respects and builds on the importance of brick-and-mortar stores to customers in a retail segment where 96% of the purchases still happen in a store.
Here are some learnings in how we approach turning furniture shoppers into furniture customers: