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3 Top customer experience trends every retailer should know about


Lara Kleinert, Vice President of Business Development at HGS

Article originally published on Retail Customer Experience
Written by Lara Kleinert

Customer experience continues to be completely reinvented and reimagined.

In today’s world where in-store shopping is not always an option, retailers have to get creative in the way they break through to new consumers and maintain loyalty while simultaneously adjusting to newly adopted shopping behaviors.

Three top customer experience trends that are primed to become integral parts of the new normal and one retailers should begin embracing include:

True omnichannel

An omnichannel sales approach provides shoppers with an integrated customer experience, whether they are shopping online from a desktop or mobile device, calling in via phone, or physically browsing in a brick-and-mortar store. While a brand could have amazing mobile marketing, engaging social media campaigns, and even a well-designed website, if the platforms aren’t completely integrated, it’s not true omnichannel.

Multi-channel is what most businesses invest in today. They have a website, blog, Facebook, and Twitter, and they use each of these platforms to engage and connect with customers. However, in most cases, the customer still lacks a seamless experience and consistent messaging across each of these channels. The companies that get it right will be omnipresent for shoppers — connecting online, in stores and over social commerce and making sure every touchpoint is frictionless.

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