defined as the overall experience a retail brand provides its customers and prospects, across touchpoints and channels including in-store and online
What is Retail customer experience?
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Retail customer experience is defined as the overall experience of customers with a retail brand, across touchpoints in their journey, whether in a brick and mortar store or online.
Right from when customers walk into a store or visit a retail brand’s website, until the actual purchase, billing, packaging, delivery and post-purchase, how smooth their journey is what makes for retail customer experience.
With customers now increasingly aware of their brand choices and clear preferences for interaction interface and purchase channel, retail brands must also adopt a good mix of online and in-store strategies such as a detailed and user-friendly online presence along with innovative design, product placement, sales, billing and packaging practices in-store to offer customers a delightful shopping experience irrespective of the channel.