Potloc Insights: Customer experience

By 2025, global eCommerce sales are expected to reach nearly 7.4 trillion US dollars¹. With an anticipated USD 5.5 trillion in sales this year, eCommerce is becoming indispensable for businesses and consumers. Over 20% of global retail sales are anticipated to come from online purchases, meaning that a fifth of consumers will shop from the comfort of their homes instead of in their local stores. While brick-and-mortar retailers might be troubled by the rise of online shopping, storefronts are far from becoming obsolete.

Net Promoter Score, or NPS, measures customer experience and predicts business growth. This proven metric has had a profound effect in the business world and provides the core measurement for customer experience management programs around the globe.

Placing the client at the centre of your company’s concerns has become a key step in putting a strong marketing strategy in place.

Several different consumer profiles comprise a single store’s clientele. These groups of consumers have their own specific buying habits and expectations; efficiently attracting them into your store requires a distinct form of treatment. Here is how you can benefit from your five primary client groups.

Customer in Training reads the little flag-shaped sign. The six-year-old girl valiantly pushes her mini shopping cart down the aisles, her candy-pink fairy costume making waves with each step. Some customers find it touching. But is this tactic a profitable one for the retailer?

After 130 years of existence, Sears found itself under the US creditor protection act on October 14. What lesson should be learned from this major event? Never stop listening to your customers and implementing Voice of Customer (VoC) programs.