• For Buyers
    • Retail News
    • Products & Suppliers
    • Ecommerce
    • Marketing & Management
    • Trade Show News
  • For Suppliers
    • Supplier News
    • Marketing & Management
    • Importing
    • Manufacturers
    • Warehousing
    • Finance
    • Show Exhibiting
  • Wholesale 101
  • Trade Show Calendar
  • Wholesale Products
  • New Suppliers
Facebook Twitter Instagram
Thursday, March 30
  • Subscribe
  • Submit Content
  • About Us
    • Contact Us
  • Advertise
    • Display Advertising
    • Email Marketing Campaigns
    • Newsletter Advertising
    • Sponsored Content
    • Lead Generation Services
  • Top Product Sources
Facebook Twitter Instagram
WholesaleCentral.com Blog
  • For Buyers
    • Retail News
    • Products & Suppliers
    • Ecommerce
    • Marketing & Management
    • Trade Show News
  • For Suppliers
    • Supplier News
    • Marketing & Management
    • Importing
    • Manufacturers
    • Warehousing
    • Finance
    • Show Exhibiting
  • Wholesale 101
  • Trade Show Calendar
  • Wholesale Products
  • New Suppliers
WholesaleCentral.com Blog
Home»For Buyers»Marketing & Management»Major Customer Experience Trends Shaping the Retail Industry
Marketing & Management

Major Customer Experience Trends Shaping the Retail Industry

Krystina MorganBy Krystina MorganNovember 11, 20213 Mins Read
Facebook Twitter Email
Share
Facebook Twitter Email
Smiley bubble

Even though the COVID-19 pandemic changed so many customer experience preferences, as we slowly recover and get back to normal, consumer desires continue to shift and retailers need to constantly keep up with these transitions. With the new year almost upon us, there are certain customer experience trends to keep an eye out for that will continue to thrive in 2022.

Shoppers Want to Know Brands Listen to Their Feedback

According to a study from Tidio, only 17 percent of customers believe that online businesses listen to their feedback, and 42 percent of respondents think that brands ignore their feedback all together. This means that the majority of customers think that businesses do not listen to their needs and opinions. If shoppers feel this way, that likely indicates that they will not purchase from that retailer in the future. In order to deliver meaningful customer experiences, you need to show them that they are heard and valued.

Customers Expect Personalized Experiences

Over the past years, there has been a dramatic increase in customer expectations for personalized experiences. According to GetVoIP, in 2013, only four percent of shoppers expected a personalized experience. This increased to 31 percent in 2017, and 52 percent in 2020. Ultimately, stellar customer experience can reduce the customer churn rate. If they are happy, they have no reason to leave — which directly improves your bottom line. Data shows that just a five percent increase in customer retention can increase profits by 25 percent to 95 percent.

Email & Text Offer More Personalized Experiences

Constant Contact’s inaugural Small Business Now report revealed that 63 percent of businesses use social media to promote themselves online, while only 45 percent of consumers say social media is effective at grabbing their attention. Most customers prefer email (34%) and text messages (30%). “Consumers are more receptive to direct outreach. Social media ads and organic posts are cheaper and easier for brands to share with their audiences, but often occur when a consumer is not in a buying mode,” Patrick Gillooly, Marketing Director at Constant Contact, said. “They are in more of a ‘lean-back’ mode — watching TV and surfing Instagram, for example. Emails and texts can be personalized, are easily searchable in an inbox, and appear in a setting where consumers are more likely to be purchase-oriented. It is easy to simply scroll past a promoted ad, but if you have captured your customers’ attention with a text or email timed to when they are primed, they will have to think twice before walking away.”

Have a Responsive Customer Support Team

The Tidio study also found that almost 79 percent of shoppers would not complete their order if the customer service was unresponsive. Fast customer service is expected to be a standard today, not a luxury. Phone, live chat, and social media messages are among the favorite communication channels. As far as how much time retailers have to respond before the shopper gets frustrated, about 44 percent of online customers believe that the average response time from customer service should be below five minutes.

The better you treat your customers and give them exactly what they want and need, the more likely it is that they will stick around for longer, providing value for your business over time. Independent retailers are the leaders in more personalized experiences, so keep that ringing true in the new year with these tips.

customer service marketing November 2021 Issue retail experience
Share. Facebook Twitter Email
Previous ArticleMagnificent Plush Animals from Fiesta Toy
Next Article Why Technology Can Help Combat Labor Shortages

Related Posts

5 Essential Tax Season Preparation Tips

January 24, 2023

Technology to Prepare Your Store for the Future

January 19, 2023

5 Ecommerce Tips to Enhance Customer Support

January 17, 2023
Sign Up for Buyer Updates
WholesaleCentral.com

Join the Buyer's Network

Get news & updates only for retailers.

Latest Posts

Amazon Return Pallets For Sale: How to Profit

March 20, 2023

2023 Wholesale Apparel Trends

March 14, 2023

Top Wholesale Easter Products

February 27, 2023

The Future of Sustainable Manufacturing is a Hybrid Approach

February 23, 2023

Make Money with Foreign-Trade Zones

February 22, 2023

Overstock Liquidations

January 25, 2023
how-to
Wholesale 101 for Buyers

Amazon Return Pallets For Sale: How to Profit

March 20, 202311 Mins Read

A big trend among some online sellers is buying Amazon return pallets and overstock and…

Product News

Overstock Liquidations

January 25, 20236 Mins Read

Overstock inventory refers to the excess goods or merchandise that a retailer has on hand…

Retail News

5 Essential Tax Season Preparation Tips

January 24, 202310 Mins Read

Are you ready for tax season? April 18 is approaching quickly, and many day-to-day decisions…

Wholesale 101 for Buyers

How to Create a Google Business Profile

January 18, 20236 Mins Read

Looking for new ways to get your brand noticed? Creating a Google Business Profile can…

  • About Us
  • Subscribe
  • Contact Us
  • Advertise
  • Find Wholesale Sources
WholesaleCentral.com

Join the Buyer's Network

Get news & updates only for retailers.

Follow Us:

Copyright © 2023. Sumner Communications, Inc..

Type above and press Enter to search. Press Esc to cancel.