Personalizing the Retail Experience
Today’s retail consumers expect a seamless experience that provides personalized communication on new products and engaging loyalty programs across all customer service channels.
It’s no surprise that millennials continue to lean towards social media and mobile as their preferred communication channel with retail brands. In fact, 84 percent of millennial consumers have had their online shopping behaviours influenced by social media, with almost half of this group purchasing products online monthly through mobile devices. However, retailers are still struggling with how to engage this audience and understand how to use these channels effectively.
PwC has recently published their Canadian Total Retail 2016 Report. In it, they address how retailers must innovate to enhance customer experience, and how only a few have been able to turn their ideas into a tangible return on investment due to siloed channels, inability to collect and use customer data effectively and inefficient technologies.
To read the full Canadian Total Retail 2016 Report, visit PwC’s website.