Translating the customer experience into your competitive differentiator
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In the on going battle to win the customer and maintain their loyalty, the current European retail environment is tougher than it has ever been. When it comes to shopping, the age-old expression "the customer is king" prevails with today's consumers in control, with more choices and more options than ever before. As a result, retailers can no longer assume it is acceptable enough to offer a good selection of merchandise at attractive prices, but create the ultimate customer experience in retail. Get it right and you will reap the rewards - boosted profits, improved market share and ultimately, a competitive edge in what is likely to be a saturated market.
With complexities in consumer buying patterns and behaviours also changing, retailers need new strategies to spark customer loyalty and send sales through the roof. The retail game changes quickly and is more competitive than ever before. A challenge for main street retailers is now how to fight to compete for the mega stores and countless retail portals on the web. With so many shopping alternatives and so many more to come, how does do retailers get consumers to take notice? How do you know where to start when confronted by the baffling array of solutions that seem to further advance as each day passes?
The Customer Experience Transformation for Retail Summit will bring together thought leaders and decision makers responsible for the customer experience from Europe's largest retailers to discuss the practicalities of maximising the value of your bricks and mortar assets and ensure this experience is translated seamlessly in an omnichannel environment.
Read insights on how Argos and John Lewis differentiate themselves from their competitors.
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The customer experience will reign as the primary investment target in 2014 as 68% of businesses plan to increase their customer management spend.
(2014 Call Center Executive Priorities Report)
78% of companies plan on dedicating significantly more or somewhat more effort to improving their web experience in 2014.
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.
Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%.
(Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy)
In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year.
(Accenture Global Consumer Pulse Survey)