Four Pillars of Retail Customer Experience

In this day and age of omni-channel, retail is all about the customer. What the customer needs and demands, how do they research and shop, which channels do they use to interact, what is their opinion about brands and products, what are their interests and preferences, which demographic segment do they belong to, what influences their purchasing, and so on – these are the questions retailers need to seek answers to, so that they are able to understand and serve their customers better. Additionally, since consumer behavior is dynamic and so is the retail business, the same answers may not hold true every time. Thus there is a need for the retail companies to put in constant efforts so as to be able to keep pace with their consumers’ changing demands.

In order to be able to service their customers to the best of their abilities, retail brands must have a holistic approach in strategizing, conceptualizing, creating and offering experiences that can impress their customers. As such, the shopping experiences must be positive and enriching. There are 4 essential pillars of retail customer experience – personal, mobile, seamless and secure, that retailers need to focus on for optimal results.

Below is an infographic that illuminates the importance of these 4 pillars with some industry statistics that retailers need to pay attention to.

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ETP Group is a leading Unified Commerce Software company, with a 36 year track record of delivering enterprise class retail technology solutions. Market leading retailers in Asia Pacific use ETP across hundreds of thousands of employees, over 500 brands and across 24 countries.

ETP’s comprehensive AI powered solution suites, ETP Unify and Ordazzle, encompass a broad spectrum of e-commerce and retail functionality, from POS, CRM, OMS, PIM, Unified Inventory to Unified promotions, Logistics management and seamless integration with marketplaces and e-commerce platforms. ETP’s Unified Commerce Retail Platforms creates a frictionless and consistent shopping experience for consumers across all channels, wherever, whenever, and however they choose to shop.

ETP’s strength lies in its ability to provide robust and innovative retail solutions built with the most scalable and secure technology, MACH architecture and beautiful UI design. ETP’s “asset-light” solutions minimise IT administrative costs, enabling businesses to focus on growth and strategic initiatives.

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Four Pillars of Retail Customer Experience

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