It’s an area that market leaders such as Amazon are working on constantly – because when customers find shopping a simple and enjoyable experience they’re more likely to complete their transaction this time and to return to buy in the future. It’s also important to have the best experience in a market in which retailers are competing hard, while shoppers may be holding back on spending in the light of Brexit uncertainty.
We stay with the customer experience theme as we consider research
that offers some useful insights into how shoppers in the UK and in Europe want to buy, and how they want to combine stores and the internet in that customer journey. And today’s guest comment comes from Richard Downs of Applause
, who considers how retailers can use voice to stay competitive – and find another way to improve that all-important customer experience. We offer all of this in the hope of providing inspiration for IRUK and IREU Top500 retailers as well as those Growth 2000 retailers who are working to expand their businesses in often testing times.