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Customer Experience Must Have The Wow Factor to Survive in 2014

So did you have a good Christmas?

More importantly – did your customers? When they crossed your threshold did they think ‘Wow’ or ‘Same old, same old?’

Could you do better next time? Here at Ipsos Retail Performance we believe with the economic outlook improving now is the time for ringing in new changes and why it is more important than ever that retailers start investing for the future.

Our Retail Traffic Indices show shopper confidence is returning. Footfall activity is increasing and with many retailers enjoying some return to growth we are seeing a renewed confidence to invest and a fresh determination to evolve with the demands an Omni-channel market brings.

‘Retailers need to go on a journey if they want to survive,’ says Peter Luff, President of Ipsos Retail Performance. ‘The high street is not dead. Even online retailers are realising they need to have a brick and mortar presence to compete in an Omni-channel world, with giants such as EBay teaming up with Argos.

‘The key is to create more engaging shopping experiences and if retailers want to be a player in 2014 they have to commit to improving their customer experience strategy. There are a lot of options out there for retailers to embrace and right now they have to work out which way they want to move forward,’ says Luff.

How is technology being used to enhance the shopper experience?

Already digital display technology and shopper profiling are being brought in to engage consumers and complete their customer shopping experience. Companies such as Reiss are using iPads in-store to mesh their online business with brick and mortar while Ipsos Retail Performance is also developing the ability to tune staff resource profiles to the client flows, maximizing the ability to consistently deliver the right level of customer experience.

‘Rather than attract consumers in with the dangerous game of endless discounted promotions, get them in because they want a ‘touchy, feely’ retail shopping experience that they can’t get online,’ says Luff.

‘Retailers have to invest to stimulate the markets and as customers become more tech savvy, that means your store has to move on too.

‘Give your store a face lift; Give your managers the technology to assist the consumer buying process with clear and accurate retail insights; And improve customer service with better staff scheduling and queue management systems – retailers need to come on a journey with us. Start simple then we can add and develop layers to improve your retail customer experience so that this time next year your customers will be the ones being wowed.’

To find out how Ipsos Retail Performance can help you grow in 2014 come and find us at the:
• National Retail Federation BIG Show 2014, January 12-15 New York
• Retail Business Technology Expo 2014, March 11-12 London
• EuroShop 2014, February 16-20, Dusseldorf

Or contact us direct Tel: +44 (0) 1908 682 700 and Email customerservice.retailperformance@ipsos.com

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