Retail Remix · with Kirsten Newbold-Knipp, Elizabeth Simmer · September 20, 2021 · 49 min
Summary
To thrive in the post-pandemic landscape, retailers must recognize that digital engagement is here to stay. This episode highlights how critical it is to identify and resolve digital experience gaps – from confusing navigation to broken checkouts – which directly impact customer loyalty and revenue. Ecommerce operators will learn actionable strategies and technology solutions to create seamless online journeys, boosting conversions and customer retention.
Key takeaways
81% of consumers plan to maintain or increase digital usage post-pandemic, making seamless digital experiences non-negotiable for retail success.
Poor digital experiences, even minor annoyances, directly lead to lost sales, reduced customer retention, and damaged brand reputation.
Retailers must proactively identify and resolve friction points in the customer journey, such as confusing navigation or broken checkout processes, by leveraging data and adopting a customer-centric approach.
Investing in robust, user-friendly digital presence and optimizing web/mobile experiences, streamlining onboarding, and providing effective support directly correlates with increased customer loyalty and revenue growth.
Measuring the impact of digital improvements is crucial to demonstrate the ROI of a superior online experience.
A whopping 81% of consumers plan to maintain or increase their digital usage, even as COVID-19 restrictions lift, according to a survey from FullStory. Is your business prepared to deliver an easy, friction-free experience? During this episode of Retail Remix, Kirsten Newbold-Knipp, CMO of FullStory, and Elizabeth Simmer, Head of Onboarding & Professional Services, sit down to discuss some of the biggest issues consumers face while shopping online, and how these struggles ultimately impact their loyalty.
What does this episode say about conversion & cro?
81% of consumers plan to maintain or increase digital usage post-pandemic, making seamless digital experiences non-negotiable for retail success.
What does this episode say about customer retention?
Poor digital experiences, even minor annoyances, directly lead to lost sales, reduced customer retention, and damaged brand reputation.
What does this episode say about retail & omnichannel?
Retailers must proactively identify and resolve friction points in the customer journey, such as confusing navigation or broken checkout processes, by leveraging data and adopting a customer-centric approach.
What does this episode say about analytics & attribution?
Investing in robust, user-friendly digital presence and optimizing web/mobile experiences, streamlining onboarding, and providing effective support directly correlates with increased customer loyalty and revenue growth.
What does this episode say about conversion & cro?
Measuring the impact of digital improvements is crucial to demonstrate the ROI of a superior online experience.
