Design for Innovation creates meaningful customer experiences
Executives are increasingly realizing that customer experience (CX) and experiential marketing (XM) are the most effective source of competitive differentiation —and with social media, web, and mobile experiences changing the landscape, Technology Innovation is the only way that companies can meet these high expectations.
The way people buy things has drastically changed. Purchases happen across many channels, beyond walls and locations. Today’s commerce is becoming more and more platform agnostic and more personalized than ever. People have higher expectations for how they interact and engage in their digital out of home experiences. They expect the same convenience they get with their smart appliances or mobile apps. They seek out the experiences that pay off in the same way their current digital lifestyle does.
Today’s shoppers are more informed, empowered, and demanding than ever before, so it’s critical brands and retailers distinguish themselves in the competitive marketplace to engage consumers, build loyalty, and increase sales.
Satisfied customers spend more, exhibit deeper loyalty to companies, and create conditions that allow companies to have lower costs and higher levels of employee engagement. This dynamic of value creation and durable competitive advantage, delivering digital services and operations has emerged as a prime mover in reshaping customer experience in almost every sector.
Numerous studies have shown that two factors largely determine retail success:
Amount of time shoppers spend in the store, where if a retailer increases the time spent in the store, their sales increase; and
Extent of interaction with the store personnel and merchandise, so the greater the shopper interaction and engagement, the higher the sales.
Retailers’ success today is not so much what they sell, but how they sell it. Shopper engagement is the buzzword, and creating opportunities for shopper interaction is how to do it. The challenge for retailers is how to make their stores more interactive for the customer, which will increase the time they spend in the store. This is what experience retail is all about. Retailers need to stretch their imagination to create opportunities to make their stores more interactive, which will drive engagement and inspire the imagination of their shoppers.
iDesign Cafe’s comprehensive design discipline makes use of experience strategy, human centered design, journey mapping, sales marketing automation, empathy, data analytics and the latest technology innovations – to help you deliver superior customer experiences that foster advocacy and revenue growth.