Tag: customer journey

Liezel Jonkheid | Director and Founder | Consumer Psychology Lab | mail me | South African consumers are in a fragile state - emotionally, psychologically,...

Businesses of all sizes can agree that customers no longer buy just a product or service. More than ever, the modern customer journey reflects the need for and investment in a positive experience. Today’s customers have higher expectations and no longer see online and offline shopping as distinct experiences. So, if businesses are largely geared towards customer satisfaction and retention, connecting with them in ways that matter is paramount.

The authors have drawn on their expertise in customer experience (CX) strategy development, training, customer journey mapping and experience redesign, plus two decades of research (1000s of targeted, in-depth telephonic interviews) to create the ultimate how-to CX handbook, called Eat Your Own Lunch.

Online product research and discovery influences R293.8 billion in physical sales, accounting for 25% of South Africa’s retail trade, according to the recently released 2022 South African Digital Customer Experience (CX) Report.

As Samsung, we have over the years realised that immersive experiences is paramount if retailers want to attract new customers, increase footfall, maximise sales and operations and build long-term loyalty in this new digital world. We believe that our Samsung Display Solutions play a crucial role in winning in this new digital, retail environment.

Although many retailers have successfully implemented omnichannel services like same-day shipping, in-store pickup or home delivery, research shows that only a third of retail executives said this was a regular service, while 62% said it was just for the 2021 holiday season.

The customer satisfaction gap between South Africa’s banks is closing rapidly, with the digital acceleration brought about by the pandemic being a significant equaliser. Banks are under significant pressure to reinvent their customer value propositions and differentiators at a time when technology and digitisation are making them increasingly invisible to their customers - until things go wrong.

Today, most companies know that a great customer experience (CX) is their best hope of standing out from their competitors. Many are also aware of the fact that communication is key to building those experiences. After all, so much of CX is about building relationships and, as any therapist will tell you, communication is vital to a healthy relationship.

According to a study by Brain & Company, organisations with a Customer Experience (CX) mindset drive a revenue of 4-8% higher than the rest in their respective industries. Having a customer-centric approach is therefore vital for businesses operating in the digital age. Here, data is a key element in driving business operations.

Marketers know that a customer’s journey from their first exposure to the brand to a conversion event will generally involve a number of touchpoints along the way. The trick is to be able to understand the role that each of these channels and touchpoints played in the desired outcome of the customer making a final purchase.