February 26, 2020 | Shannon Latta

Why Amazon, Publix, and Target Lead on CX—And How Other Retailers Can Catch Up

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Retail customers are shopping around, and your products and services aren’t the only thing they’re comparing. It’s still an omnichannel world, and they’re looking for great experiences at every stop—stores, web, mobile, and contact center.

The new Verint Experience Index: Retail report shows how 25 leading brands rank on customer satisfaction (CSAT) and Net Promoter ScoreSM (NPS). Amazon again came out on top for CSAT in our retail list, with Publix and Target taking the next two spots.

Retail Is Still Omnichannel, and Digital Failures are Costing Brands Big $$$

Overall, 66% of shoppers say they used more than one channel and multiple touchpoints during their purchase journeys. In addition, 76% of consumers visited a store in the previous 30 days, with 46% reporting they used their mobile device as part of their shopping experience.

Despite all the attention retailers give to digital, they still haven’t tapped into the channel’s full potential to improve customer care and deliver better customer service. Nearly a third of customers contacted a brand’s customer support, and almost half did so because they couldn’t accomplish their task digitally.

  • By converting just one-quarter of that group to digital self-service, retailers could potentially save $1,057,500 (per one million calls).

The Big CX Upside: Loyalty and ROI

With great CX comes great benefits. The Index show that customers who report having a great experience have a:

  • 74% higher likelihood-to-recommend-the-brand score
  • 85% higher likelihood-to-recommend-the-site score

Get all the retail details by downloading our new Verint Experience Index. You’ll see how leaders are exceeding customer-experience needs and finding increased loyalty, more engagement, and an improved bottom line.  

About the Author

Shannon Latta is vice president of marketing and communications for Verint ForeSee, responsible for brand and positioning, content strategy, product marketing, corporate communications, and marketing results.

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