Group FIO

  Some brands set trends while others simply follow them. For businesses that operate in the fast-moving retail or e-commerce space, it pays to be up on the latest 5 customer experience trends . Armed with a treasure trove of information, companies can tailor their customer experience strategy to accommodate industry insights, capitalize on timely opportunities to meet consumers’ most pressing needs, and create a customer experience worthy of today’s savvy consumer.  1. Consumers Prioritize the Customer Experience (over Products and Services) At one time, the product was king.  That king has been dethroned. Nowadays, people are buying fewer things and craving more experiences. So, particularly in the retail and e-commerce sphere, there’s been a movement away from selling products to selling services around products, experiences instead of tangibles. For example, some brands, like sports brand Puma, have created experiential retail concept stores where customers can try ou...

Getting into the minds of your customers has long been the ultimate goal of business owners, but as any marketing professional knows, that’s a challenging prospect, and a continually moving target. Once you think you’ve got their every want and need accounted for, new technology, preferences, and buying trends emerge. You may wonder why a customer spends so long browsing your selection and adding products to their cart just to close the tab, or why it’s taking your customer’s several steps to get from point A to point B when it should only take one, a step which you’re UX manager has assured you are clearly established and vetted. Defining customer needs, problems, and interactions with your company may seem overwhelming and at times. However, understanding every customer’s experience at each stage of your brand’s customer journey is crucial for turning data insights into long-term improvement strategies. Creating a customer journey map is one of the most concrete methods to help your ...

Have you ever sat on hold with your cable provider, trying to figure out why your bill always seems to be more money than you thought it was going to be? Frustrated by this modern-day phenomenon, you hang on through the horrible hold music, only to be transferred several times to someone who tells you your issue will have to be “escalated” to a supervisor who will get back to you. A couple of days later, you receive an email from your cable provider who declares you one of their “valued customers,” advertising an exclusive deal for their Wi-Fi services. You probably chuckled to yourself as you deleted that email. The last thing you’re going to do is sign up for yet another service with that company, regardless of how good of a deal they pitch you. You may not realize it while you’re hitting that delete button, but what you just did was what most consumers do these days; decide on a brand not based on price, but on your experience and emotional response to them. Today’s crowded digit...