3 lessons for improving the retail customer experience

JESSE HIMSWORTH | August 8, 2018

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According to an Aspect survey, 54 percent of millennials, 52 percent of Baby Boomers, and 50 percent of Gen Xers have stopped doing business with a company due to a poor customer experience. Across the spectrum, consumers agree that poor CX is a definite reason to abandon a service or stop purchasing products. And they're willing to take to social media to hold brands accountable. In this environment, consumers are in the driver's seat. The days of brands being able to dominate the conversation and control the message through traditional advertising and marketing channels are over. As a result, the customer experience your business provides is more important than ever. Many businesses use customer satisfaction surveys as their main tool for receiving feedback on customer experience, then use those results to determine where they are and are not doing well in the customer service process. In my experience, there are a few issues with this approach. First, even when prompted, many customers find filling out such surveys a waste of time and do not do so — according to recent research from Customer Thermometer, only 9 percent of consumers take time to thoughtfully fill out feedback surveys.

Spotlight

Globus

Launched in January 1998, Globus is a part of the Rajan Raheja group. The company opened its first store in 1999 at Indore followed by the launch of its second store in Chennai (T-Nagar). Soon to follow was another in Chennai located in Adyar. The flagship store in Mumbai was opened on 1st November 2001 followed by a swanky new outlet in New Delhi in South Extension Part-2.

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Launched in January 1998, Globus is a part of the Rajan Raheja group. The company opened its first store in 1999 at Indore followed by the launch of its second store in Chennai (T-Nagar). Soon to follow was another in Chennai located in Adyar. The flagship store in Mumbai was opened on 1st November 2001 followed by a swanky new outlet in New Delhi in South Extension Part-2.

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