Today, brands must provide great shopping experiences to win the digital shelf. In fact, a study from PwC found that 73% of people indicate that customer experience is an important factor in purchasing decisions. That means that if a shopper has a poor experience — perhaps a complicated checkout process or a sales associate with a bad attitude — they’re likely to bypass your brand altogether.
Post-purchase experiences matter too; they determine whether a shopper will buy from your brand again. Case in point? According to a Forrester report, 69% of U.S. adults shop more with retailers that offer consistent customer service, both online and offline.
Your customer care team often plays a starring role in post-sale experiences. After all, they’re the ones interacting with customers day in and day out to resolve their issues.
Let’s discuss why brands must focus on customer loyalty and what great customer care teams are doing to build relationships with shoppers that foster loyalty.
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