For retail shoppers, the customer journey often begins with a local mobile search. In fact, 80% of retail shoppers have searched the terms “near me” on their smartphones. After performing local mobile searches, 61% of shoppers go on to call a business, while 59% visit the location. Their calls are often inquiries about inventory and pricing. The higher the price, the more likely retail customers are to call, since expensive purchases are more considered.
In addition, online retail shoppers often call an agent to learn additional product specs, clear up billing issues, and finalize purchases. For retail marketers, these calls to brick-and-mortar locations and contact centers are one of the richest sources of customer insights available.
In order to boost website and marketing ROI, retail marketers and their agency partners should harness the voice of the customer from inbound calls to locations and contact centers to inform their strategy.
https://www.business2community.com/consumer-marketing/how-retail-marketers-use-the-voice-of-the-customer-to-increase-online-and-in-store-sales-02123711/
The retail landscape is undergoing rapid change. It has always been one of the first industries to be affected by economic fluctuations or political turbulence, but when you add to that the myriad of other factors impacting the sector today—chief among them being technology—traditional retailers and disruptors start speculating about and often fearing the future.
For starters, the retail industry is and will continue to be alive and well for the foreseeable future. A recent study by Deloitte predicted that “consumers will spend confidently throughout 2018.” In fact, the research highlights that the sector is expected to see a growth of 3.2% to 3.8% this year. This projected growth is for the global retail industry, which includes brick-and-mortar and online formats. The competition and the wide range of choices in channels and formats is also expected to continue, according to the study. The customer has always been king—and despite the changes the sector is undergoing, retail has remained and will likely always be the customer’s kingdom.
https://www.forbesmiddleeast.com/en/for-retail-to-thrive-online-and-offline-retailers-must-learn-from-one-another/
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