{"id":81995,"date":"2021-05-21T09:28:00","date_gmt":"2021-05-21T13:28:00","guid":{"rendered":"https:\/\/isarta.com\/news\/?p=81995"},"modified":"2021-05-19T10:50:25","modified_gmt":"2021-05-19T14:50:25","slug":"to-deliver-a-wow-customer-experience-dont-forget-the-basics","status":"publish","type":"post","link":"https:\/\/isarta.com\/news\/to-deliver-a-wow-customer-experience-dont-forget-the-basics\/","title":{"rendered":"To Deliver a “Wow” Customer Experience, Don\u2019t Forget the Basics!"},"content":{"rendered":"\n

A multitude of futuristic solutions are commonly discussed to improve shopping experience and retain retail customers. But to achieve this goal, we must not neglect certain basic elements.    <\/strong><\/p>\n\n\n\n

We often see new technologies as one of the avenues to improve customer experience. Virtual assistants, augmented reality, cashier-free stores\u2026<\/a> Several solutions are being considered to reinvent the consumer experience, whether online or in store.<\/p>\n\n\n\n

According to a study conducted<\/a> by Wharton School (University of Pennsylvania) and The Verde Group among 9,400 consumers, certain simple elements would be preferred.<\/p>\n\n\n\n

A hassle-free experience<\/strong><\/p>\n\n\n\n

Regardless of the type of business you deal with, the study suggests a very simple concept: what the consumer wants above all is to avoid problems. The number one element to satisfy the latter would be a hassle-free experience with customer service.<\/p>\n\n\n\n

Respondents to the study also demonstrated a preference for other down-to-earth elements, such as the presence of the desired products in inventory, simple return terms and a website that works well for e-commerce.<\/p>\n\n\n\n

According to Thomas Robertson<\/a>, Marketing Professor at Wharton School and Director of the Baker Retailing Center, being able to count of competent and well-trained employees is one of the keys to delivering a successful experience.<\/p>\n\n\n\n

According to him, several companies operate unfortunately with a reduced staff, and this especially since the beginning of the pandemic. According to Robertson, experience in many types of businesses is likely to deteriorate if more well-trained employees are not well trained on the floor.<\/p>\n\n\n\n

Free shipping, still and always requested<\/strong><\/p>\n\n\n\n

The study also highlights the importance consumers place on free shipping, which is also one of the most important elements in delivering a service that the authors describe as a “wow experience”.<\/p>\n\n\n\n

Of course, free shipping is expensive for merchants. As for free returns of goods, we know that some people abuse them. However, over the past few years, a multitude of studies<\/a> have shown each time how important delivery and free returns are to online shoppers.<\/p>\n\n\n\n

Problem solved: loyal buyer<\/strong><\/p>\n\n\n\n

The study also points to a fact that may seem surprising. In fact, a consumer who faces a problem during a purchase but who sees it being satisfactorily resolved would be more likely to remain a loyal buyer than one who has not experienced any difficulty with the same merchant.<\/p>\n\n\n\n

Of course, less than 50% of respondents who face a problem that is not resolved or is not satisfactorily resolved may not continue to deal with the merchant involved.<\/p>\n\n\n\n

Even though the study emphasizes the importance of several basic elements of retail, the authors nevertheless point out the need for merchants to adapt to new trends.<\/p>\n","protected":false},"excerpt":{"rendered":"

A multitude of futuristic solutions are commonly discussed to improve shopping experience and retain retail customers. But to achieve this goal, we must not neglect certain basic elements. <\/p>\n","protected":false},"author":23,"featured_media":81996,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[5],"tags":[59,107,17,33,129],"_links":{"self":[{"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/posts\/81995"}],"collection":[{"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/comments?post=81995"}],"version-history":[{"count":4,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/posts\/81995\/revisions"}],"predecessor-version":[{"id":82013,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/posts\/81995\/revisions\/82013"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/media\/81996"}],"wp:attachment":[{"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/media?parent=81995"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/categories?post=81995"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/isarta.com\/news\/wp-json\/wp\/v2\/tags?post=81995"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}