As the holiday season fast approaches, retailers must prepare for shifting customer behaviours that have been influenced by economic uncertainties and rising inflation.
With affordability and memorable experiences at the forefront of shoppers' minds, it's crucial for retailers to adapt and meet evolving customer expectations. In a recent survey by industry-leading CX expert, Zendesk, key insights were unveiled and presented a compelling guide to help retailers thrive in this new Christmas shopping landscape.
Stay Ahead of Changing Trends
The Zendesk survey revealed that a whopping 54% of respondents have altered their shopping habits compared to the previous year. To succeed in this dynamic market, retailers must be proactive in understanding and responding to these evolving trends.
All I want for Christmas is Personalisation
Personalisation has emerged as a key factor for customers of all ages, with a resounding 90% of respondents placing importance on this aspect. By leveraging customer data and insights, retailers can deliver tailored shopping experiences, recommend relevant products, and foster stronger connections with their audience. It's the little touches that make a big difference.
The Gift of Exceptional Customer Experience
Positive customer experiences heavily influence online purchasing decisions. According to the survey, 54% of customers rely on user reviews, 20% consider product ratings, and 19% seek trusted recommendations from friends and family. Retailers can build trust and loyalty by encouraging customer feedback, utilising user-generated content, and providing exemplary customer service that sets them apart from competitors.
This holiday season, retailers must embrace change and tailor their strategies to match the evolving shopping habits of customers. By focusing on price awareness, implementing personalised experiences, and leveraging the power of customer reviews, retailers can create a shopping environment that truly captivates their audience.
By embracing change with unwavering confidence this holiday season, we equip ourselves with the invaluable skills and mindset needed as we venture into the new year of 2024, ready to navigate the evolving landscape with ease and success.
To learn more about how you can elevate your retail customer experience, download Onecom’s Retail research report: The AI Influence on Customer Experience & the Rise of the Remote Contact Centre.