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Customer Experience Statistics You Need to Know

The customer experience is an increasingly important aspect of the retail sector for improving engagement with customers to gain their loyalty and encourage more visits to the store. According to a study by the consulting firm Walker, in 2020 the customer experience will surpass pricing and product as the most important and differentiating element for brands. These are some statistics from top consultancy firms that show that continuing to bet on digitizing physical spaces and omnichannel solutions will help you improve your commercial strategy:

  • Over 50% of companies are redirecting their investments to customer experience innovations, according to Gartner. Customer experience influences the image and perception that customers have of a brand and can affect their behavior and loyalty. Digitizing stores is a necessary step towards improving the customer experience through personalization and interactivity.
  • 2 out of 3 investments by retail professionals are focused on gaining a better understanding and analysis of customer characteristics and behavior. This comes from Walker, who surveyed customer experience professionals on which investments would have the most impact. Investments into behavior analysis technologies, great tools for collecting and processing customer data, are becoming more prominent in physical stores, and are useful for personalizing the shopping experience. In fact, according to Capgemini, investments into store digitization was a priority for 78% of the directors surveyed during the past year.
  • 3 out of 4 consumers prefer visiting a physical store when making a purchase. Data from a recent study by the Spanish Consumer and User Organization (OCU) shows that people like physically interacting with brands and their products even if they end up buying online. Understanding this means updating stores to the digital age to make the customer the focus of the shopping experience using elements like intelligent digital signage or integrated artificial intelligence. This lets you collect data on the customers in your store (anonymously and while respecting their privacy), analyze it and act accordingly. This is the basis for solutions that go above and beyond like Beabloo’s Minerva, which learns from the customers it observes and personalizes the content shown on digital signage screens. It also optimizes store logistics.
  • In 2020, 42% of in-store purchases will be influenced by online channels according to Forrester. Digitization makes online and offline channels more and more connected. Beabloo contributes to store digitization with digital signage solutions that improve the customer experience and increase their engagement with the brand. To really delve into the omnichannel approach requires incorporating Wi-Fi analysis tools which provide a better understanding of customers, their buying habits and behavior online and offline. This analysis lets you achieve more personalized campaigns and a consistent improvement of the shopping experience.
  • Only 50% of customers feel like they get a consistent omnichannel experience from their favorite retailers according to data from PwC. These statistics show the need for retailers to invest in the development of the omnichannel experience. The main objective of omnichannel communication is to improve engagement with customers, so the need for a perfect omnichannel experience is becoming more important. With all channels available, customers can interact optimally without having to facilitate data they already provided. A study from the American technology company Demandware reinforces the importance of this fact by showing how companies that follow a strong omnichannel strategy retain 89% of their customers on average.
  • Over 65% of customers ages 18-44 use mobile phones to look up services more than once a month according to Software Advice. This is normal since promoting an omnichannel experience drives other channels, including mobile phones. Mobile engagement from Beabloo lets companies communicate with customers’ smart phones through beacons to send relevant information, promotions and offers. It is vital to give good service through this channel. A bad mobile shopping experience can seriously damage the brand and cause losses. According to a study from Avaya and Frost & Sullivan, 52% of customers agree that a bad mobile experience makes them less like to relate to a company.
  • According to a recent study by PwC, 52% of Spanish people prefer going online to consult the availability of a product in another store while they are shopping. Mobile phone usage, including for comparing products and prices, is a characteristic of modern consumers to take advantage of. The Beabloo Wi-Fi Customer Insight solution provides this by analyzing customer interactions with the online world while visiting physical stores.

Being up-to-date with investment trends and their focus on digitization is key to developing a successful strategy. Adjusting to the times and investing in the customer experience is always the way to earn loyalty and keep customers coming back to your store.

Guiomar Fernandez
guiomar.fernandez@beabloo.com