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Marketing company Aptaris published a very interesting list of holiday trends in retail, with a focus on customer experience (CX) being at the heart of everything that retailers should be planning for this time of year. It’s not that CX is not important at other times of year, but when sales volumes increase and customers are stressed there is an even greater need to focus on the experience.
According to the Aptaris research there are three specific areas where retailers should focus their effort if they want busy customers to notice an improved experience:
These three general guidelines are extremely important for retailers to remember. It may feel like damage control rather than a grand strategy, but when the holiday rush is on, these basics such as getting the signs right, make an enormous difference to the overall customer experience. With so much competition in retail, it makes good business sense to create loyalty by carefully managing the customer experience during the holiday period. Let me know your thoughts by leaving a comment here, or get in touch on LinkedIn.
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