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BizReport : Ecommerce : February 08, 2016


Top 3 challenges facing retailers and how to solve them

Retailers have more channels than ever with which to engage shoppers. There are store channels, online and mobile sites, social media. Which these have opened the lines of communication, they may have also complicated the retailers-shopper relationship. Here are three solutions to the challenges retailers face.

by Kristina Knight

The customer experience gap

"Retailers invest billions in getting customers in the door and to the online marketplace, yet they aren't equipped to extend that engagement after customers complete a purchase. As a result, they're missing out on a key opportunity to create a memorable customer experience and keep customers coming back. Retailers must focus on the post-purchase experience if they want to survive and thrive," said Amit Sharma, Founder & CEO, Narvar.

Growing customer expectations

"Ever since Amazon pioneered the "fast and free" shipping model, customers expect a superior experience after they click buy. Beyond delivering packages fast and free, retailers can differentiate by harnessing delivery for customer engagement. The key is to engage customers post-purchase with the same attention and intelligence that is used to get them to click buy. This could take the form of proactive delivery notifications, personalized messages or analytics-backed tracking," said Sharma.

Siloed teams

"Marketing teams are credited with getting customers to click buy, and supply chain teams are known for getting packages from the factory to front door. Yet, the real magic happens when these two teams work together. Retailers that bridge the gap between marketing and supply chain will create a cohesive customer experience that turns one purchase into the first of many," said Sharma.

Image via Shutterstock

Tags: ecommerce, ecommerce tips, Narvar, retail tips, retail trends










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