Tag: user experience

The pandemic has challenged consumers to understand new tech and evolving in-store processes. Here's how to find where consumers have trouble interacting with your company. 

“Buy Local” campaigns communicate convincing reasons why residents should shop or dine at locally-owned stores, including support of the local economy and reduction of environmental footprint, since buyers don’t have to travel as far to make purchases or dine out.  The campaigns emphasize that local company employees usually know your name and make shopping or dining at their business a far more personal and satisfying experience.

Good service can break down more easily during the busy holiday season, making it even more important to know how to say “I'm sorry” to customers. Inc. Magazine’s article, “How do you say I’m sorry?” highlights the importance of handling customer issues smoothly in the worst possible scenario.  Diners at the upscale restaurant, Jean Georges in New York, encountered a roach on their table. The restaurant manager quickly relocated them to another table and their meal was on the house.   What does your company do when faced with tough customer situations?  Do you train staff on how to appease customers when they are dissatisfied?

Online sales are expected to increase 7-9% this holiday season as compared to other retail sales, which are expected to jump 2%.  Just as measuring customer experience in stores and over the phone is eye-opening; measuring the online experience enables companies to gain feedback that can lead to improved offerings.  In the retail environment, managers can overhear and observe customer interactions.  Managers can't make concrete observations during an online experience, so some type of measurement mechanism for online experiences is even more imperative.

The fact that customers don't like to wait is no surprise, especially in a digital era when consumers access many services immediately and on demand. A recent study showed that 69% of those surveyed said that they had to wait for an appointment with a service or utility provider, or some other type of delivery.