It’s been clear for some time now that digital has had a destructive force on the retail landscape. And as such, retail is going through a tsunami of change because of the rise e-commerce and increasingly digitally savvy consumers.
But is the challenge for retailers is to keep up with all the latest digital tools and social media platforms?
Ask yourself, before the internet what made you return to a particular shop? Price…probably; service…definitely.
As retailers try to make sense of the maelstrom of customers buying habits, what was true then is true now. Delivering a customer experience that put consumers at the heart of the process is the key driver to keep customers coming back.
Look at the John Lewis adverts over the past few years. They are trying very hard to illicit and emotional response and engage consumers on a personal level. In doing so they believe they will be front of mind when it comes to choose a product. Their recent Annual Results would seem to suggest it is working.
And so, we have the Retail Week Customer Experience Awards. A nod to those retailers, large and small…mainly large, that are focusing on being customer-eccentric. The blurb from retail week is;
There are 13 categories from in-store and digital experience to customer insight, social media, and retail theatre, we will shine a spotlight on brands leading the way in one of the most competitive areas of retail, and showcase those who continue to make the UK one of the very best globally renowned retail markets.
Enter Here – Retail Week Awards 2016
2015 winners included John Lewis, Shop Direct, Superdrug, Tesco, Pets at Home, Naked Wines and other leading retailers – (All Large retailers)