Brick-and-mortar retail and eCommerce, once considered rivals, are now two sides of a unified strategy to engage customers through the entire customer lifecycle. And, between in-store and digital shopping experiences lies the hub of customer communications: the contact center.
Today, customer loyalty is heavily based on the quality of customer experience—often more even than the product or good itself. Retailers who prioritize self-service, proactive alerts, and guided customer support provide the kind of customer experience that promotes customer loyalty—namely, characterized by personalization, real-time notifications and messaging, 24/7 customer service, secure payments, and the flexibility to communicate with customers on their preferred channels. Here are leading examples of retailers who are designing experiences centered around ease, speed, personalization, and convenience for customers.