Top Benefits of a Seamless Customer Experience
Are you ready for some stunning news? We know that retail brands are adopting every trick and tip in the dictionary to get more customer attention and business. 86% of customers are willing to stick with a brand and pay more for a seamless customer experience!
What is a Seamless Customer Experience?
A seamless customer experience is a customer journey that is efficient, smooth, and enjoyable. It aims to ensure that every customer who buys from your brand has a positive and personalized experience at every step of their journey.
When customers switch from one channel to another, they will not encounter any friction during the transition. This type of customer journey enhances conversion, helps establish relationships, and ensures that customers remember the positive aspects of the retail brand for a long time.
Top Benefits of a Seamless Customer Experience
1) Increased efficiency for the consumer and the retail company
Customers crave a seamless customer experience because they want to cater to their shopping needs quickly, effectively, & efficiently. They want to purchase what they want, when they want it, without having to jump through hoops, click multiple times, or navigate through a maze of options to reach the retail brand.
They want the company to be present on every channel with frictionless service and expect price, quality, and service to be the same across all channels.Brands that prioritize a seamless customer experience see an increase in customer loyalty, trust, and revenue the data does not lie as 84% of companies that improve their CX see increased revenue, and 79% report cost savings.
2) Simplifies the buying process
A seamless customer experience speeds up the buying process in the following ways: For instance, If a customer is at a retail store and likes a product, but the product's size is out of stock or unavailable in in-store inventory.
Then they can immediately access the endless brand inventory online through a sales representative, add products to the cart, get flexible payment options (bank transfer, QR codes, UPI, etc.), and get the order delivered to their home via a local delivery partner.
Esteemed brands such as Spykar and Ruosh have successfully transformed their store outlets with limited inventory into retail-cum-ecommerce store outlets with unlimited stock by leveraging Fynd's endless aisle solutions.
Another scenario can be when the customer is browsing through the catalog of products online. He selects and pays for the product but wishes to pick up the purchased product at the nearest brand store at his convenient time.
Then he can instantly choose the available product from the list of retail stores near his location and pick it up in-store. That can be great news for customers that want to save time due to the lengthy delivery time of the courier partner.
3) More special and personal customer service
A seamless customer experience ensures customers get frictionless service across different brand touchpoints. Customer movement across channels or touchpoints collects dynamic data about customer actions and behavior that can be extremely helpful to the brand in understanding customer needs, demands, and psychology.
Brands can get an action plan to greet, welcome, and engage customers on all channels like websites, apps, physical stores, chatbots, messengers, and social media. It is a golden opportunity for brands to personalize their future interactions with customers, as a survey says companies risk losing 38% of customers because of inadequate personalization efforts.
For example, Lenskart is the leading eyewear brand in India that serves over five million consumers via its mobile/web application and has over 500 brick-and-mortar locations.
The brand combines in-store and online shopping experiences to create a seamless journey that ensures consistency of service regardless of how a client shops. When a consumer walks into a store, a team member can access their profile (including previous purchases) and recommend eyewear styles based on what they have viewed and liked online.
Here the brand effectively utilizes the customer shopping data on online channels and recommend personalized products to customers visiting the physical store. As a result, each Lenskart customer receives a highly personalized service suiting their product taste buds.
4) Grow customer loyalty to your retail brand
Customer experience plays a pivotal role in the success of any business. A seamless customer experience combines accessibility, convenience, and an overall pleasant experience. When customers have a seamless experience across channels, they are more likely to become loyal customers of your brand.
Lululemon, the Canadian athleisure brand, saw a 40% increase in brand value between 2019 and 2020. The secret to their massive success was making customers' purchases as easy as possible by offering a seamless online customer experience.
When the pandemic forced physical stores to shut down, Lululemon effectively fulfilled the customer's desire to provide a highly personalized customer service experience for online channels. They effectively expanded their omnichannel presence through video chat for customer service.
As a result, Lululemon can give their online customers the same excellent service as in physical stores. They can do this by offering virtual personal stylist appointments through video chat. Customers can even talk to the company's customer service representatives over live chat, then move seamlessly to a video call when they wish to.
5) Boosts sales conversion
The process of brand discovery to conversion takes some time as customers recognize the impactful presence of brands on all channels. But a seamless customer experience ensures decision making is easier for these customers and ensures brands follow the customers wherever they go, whatever channel they choose to reach these brands.
It is a delightful, memorable, and unforgettable experience for retail customers. Research says a delighted customer can help you generate 2.6 times more revenue than a somewhat satisfied customer, which increases to 14X extra revenue than a dissatisfied customer.
A well-connected buying journey contributes to a greater customer experience. It enables retail brands to exceed client expectations, resulting in a higher sales conversion. A shining example of a retail brand growing their sales through seamless customer experience is Red Chief that adds an additional 15%-21% sales with Fynd store.
A seamless customer experience is the key to success in today's competitive market. By providing a smooth, consistent experience across all channels, you can keep your customers happy and keep them coming back. Contact us to learn more about how we can help you create a seamless customer experience for your retail brand.
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