iAdvize Identifies the Pressing Need for a Multi-Layered Approach to Customer Experience
Despite consumers demanding an ever-more personal service, a new report from conversational marketing platform iAdvize, in partnership with InternetRetailing, reveals that just half (50%) of retailers believe that they offer the same level of customer experience online as they do in store.
With customer expectations constantly on the rise, this highlights a pressing need for retailers to increase their customer experience offering and focus on a multi-layered omni-channel approach to customer experience throughout the entire shopping journey.
Amidst the rise of algorithmic/process-optimised interfaces designed for customer interaction, the report, titled The Human Touch: Unlocking the power of conversational marketing, explores how to find the best blend of process, algorithm and human to suit individual customer enquiries. The report looks at how closely conversational marketing ties in with customer acquisition, engagement and retention.
Authenticity and peer to peer conversations are becoming increasingly important for online visitors as James McQuivey, VP. Principal Analyst, Forrester highlights, Consumers decide what to pay attention to based on emotions and conversation
In a recent report, iAdvize and Internet Retailing demonstrate how and why retailers should strive to become the digital destination of choice.