Today, the secret sauce of success for retail brands is to have a Customer Experience(CX) program that delivers a fine experience to customers across touchpoints. Doing it the right way requires a lot of time, sweat, resources, money and above all the right toolkit. A Gartner study states that 81 percent of marketers expect to compete mostly (or completely) on the basis of CX. Another study by Deloitte reveals, 56 percent of consumers say that 'the overall enjoyment of their experience' is important in their decision to buy a product or service.
Ultimately, there’s a lot of business at stake for the CX you are offering. Be it repeat business from existing customers or new business from first-time customers. What resides at the crux of the CX program is Customer-centricity. In this webinar, our Principal CX consultant Backtheesh Selvaraj will showcase how you can design a simple and strategic customer journey to impact the bottom line. Furthermore, to keep the ball rolling what should be your ideal toolkit.
Highlights of the CX Program:
1. How have Retail Marketers & the Customer evolved?
2. Micro Moments – How, When & Where to capture
3. Equip yourself to Hyper personalize the customer experience across touchpoints
4. What are the Tactics & Strategies to be implemented post purchase?
5. Being Resilient to COVID-19 & changing Customer Behavior