How is the in-store retail customer experience evolving?
American retailers appear to be facing a crisis. Brands like JC Penney, American Apparel, and Sears are all closing stores and customers there...
There are several examples of organisations creating impeccable customer experiences for their customers, and the result of focussing on customer experience optimisation is evident. The John Lewis Partnership, among a few other customer-aware retailers, have recently demonstrated the benefits of implementing an omni-channel strategy, but how streamlined is the customer journey in the insurance sector? We’ve researched the industry in the UK as well as the customer experience provided by the top insurance providers and put together an infographic depicting the real challenges faced by the industry from an internal and external perspective. Internal challenges include organisations working in traditional silos, thus lacking the unified approach ideal omni-channel customer experience needs, as well as utilising customer data from the right touch points for the right purposes. External perspectives include the quality of service, cross-channel journey mapping and their impace on customer loyalty. Click on the link below or the image to view the infographic in full.