When today’s customers engage with retail companies, they expect highly personalized experiences and the power to define their shopping experience. Retailers must quickly understand customer behavior and engage with them before they abandon their online cart or leave the store. Using proprietary data to create individualized experiences, retailers are able to differentiate themselves and gain a competitive advantage, driving up both revenue and customer loyalty.
Research shows that only 15% of retailers have fully implemented a personalization strategy (McKinsey). Solutions that offer comprehensive journey management, including customer experience analytics, can help retailers overcome some of the challenges they have with launching personalized experiences, both digital and in person.
The results are well worth the effort since exprience based retailers experience average revenue growth of 19% compared to an average of 13% among other retailers (Forrester).
It starts with BryterCX.
BryterCX partners with clients to deliver customer-delighting, company-revolutionizing results with IRISTM, our journey management solution. With IRISTM, you get the insights you need to create meaningful human experiences and win customers for life. With our solution, companies typical experience:
According to a Forrester report we’ve helped industry leaders achieve over 300% ROI from their journey management investment with BryterCX. Total benefits generated over a 3 year period also include:
With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:
Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.
Start with this resource on “Demystifying Common Journeys”. Banks and financial service companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.
Retail Use Case: Online Purchase
One of the world’s leading clothing retailers wants to adapt to market changes, including the increase in digital shopping and the spending power of millennial customers. Their plans include innovative marketing campaigns, updated product lines, and store renovations. But they need more insight before they launch all of the new initiatives.
Mapping the Customer Journey:
BryterCX maps the customer journeys for both millennial and digital shoppers. It is able to help the retailer overlay these maps with actual customer data from numerous interactions across all channels.