Customer experience is the culmination of individual interactions and touchpoints that result in your customers’ impressions (good or bad) of your brand. Your customers embark on a journey from the moment they even consider interacting with your business. From print or online advertisements to the cleanliness and set up of your store to employee interactions and product knowledge, each interaction holds the power to promote loyalty, positivity, and revenue gain or turn customers away and ultimately lose revenue.
CONSISTENCY IS CRITICAL
Successful retail brands are designing their customer journey with their customer’s perspective in mind. They know every touch point and interaction must:
- Represent your brand and culture
- Be consistent, end-to-end
- Provide deep understanding and knowledge of products or services
- Offer an authentic retail experience