Big big retailers are earning visits on price, but losing on Great Experiences

Posted on Thursday, September 6th, 2012

The latest Consumer Insights Panel survey by Empathica of more than 6,500 U.S. consumers found that price and convenience play major roles in choosing where to shop but large-scale retailers are losing when it comes to giving their customers personalized customer experiences. The lack of personalization was cited at a high rate for big box retailers – with two in five consumers reporting that their shopping experience did not feel personalized.

Read the release about consumers’ perceptions of their shopping experience at big box retailers and find out:

• Why price should not be the only factor to differentiate you from your competitors
• How your employees are affecting the customer’s in-store, personalized experience
• Why inconsistent service levels corrode your brand equity

How are you addressing the above issues today? Do you have a customer experience management program in place? If so, what tools are you leveraging to measure and improve upon the above three issues? With a comprehensive CEM program, as a retailer you can put in place feedback from both employees and customers to help improve your service levels, create and measure a personalized customer experience and ultimately, raise the bar for your brand in both customer loyalty and increased sales.

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