Better Customer Digital Experiences AND a 661% ROI

Sep 25 2018

Brian Chaput

Ever wish you could go back to a simpler time? People who had businesses back before the internet were interested in providing a great customer experience, but it was all pretty straightforward. The customer had only a few touch points with the business — face to face, phone or mail – and the successful businesses put their best foot forward to create a great impression.

The future of B2B sales is digital. Already half of B2B buyers are millennials, whose preference for digital interactions is quickly reshaping the customer journey and how buyers communicate with suppliers. In fact, companies with the most sophisticated digital B2B sales organizations are already enjoying significantly higher profits than companies with less developed digital capabilities. And they plan to invest twice as much as others over the next five years—which puts them in a position to widen their advantage.

The Post-Purchase Brand Experience

Seventy-nine percent of consumers say they’re likely to opt for in-store pickup of an online or mobile order (up 30% from five years ago). Even if free shipping is an option, that percentage only drops by two points. Meanwhile, the same percentage of consumers say they’re likely to take advantage of in-store returns if available. So, with digital sales growing at a faster rate than comp store sales, the store’s role as a fulfillment and return center is becoming more prevalent.

DX3 Retail Event: The Future of Retail is Empowering Consumers

DX3 is Canada’s Leading Technology, Digital Marketing and Retail Event. Come and visit us KPI Digital at Booth 720. This year’s theme is Experience Digital, which is both a play on Dx3’s penchant for in-person experience and the state of retail right now. According to Mercer, it is no long enough to survive on good product or fancy marketing; customers are now expecting meaningful experiences.

5 stages to building customer loyalty

There are a number of stages that people experience in developing a relationship. At each stage, there is often a decision (sometimes more thoughtfully arrived at than others) to move forward to the next level or to end the relationship completely. As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

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