Retail is alive and well

86%

of retail buyers will pay more for a better customer experience. And, it’s predicted customer experience will be the key brand differentiator in the next year over price and product.

Retail should be focused on digital integration, not digital disruption

With technology entering brick-and-mortar stores, consumers expect to have seamless omni-channel experiences in all aspects from the second they open their browser until the final purchase whether it be in-store or online.

Arke has great expertise in the retail space working with clients including: Chick-fil-A, DR Horton, Herschend Family Entertainment, Cinnabon, and many others. We understand the importance of an exceptional experience and have worked extensively with these clients to ensure their on and offline experiences align.

80%

of B2B buyers expect companies to interact with them in real time. 

2/3

say they’d find a new supplier if the company didn’t make effort to personalize communications with their business.

* Salesforce

Recommendation: Create a Digitally Integrated Retail Journey

Customer Journey Mapping for retail experiences can become very complex. Should you start from first awareness on social or using facial recognition when someone enters a retail storefront? Arke suggests mapping out a full journey and then creating a phased approach to direct your focus and investment. Your phases might start with a particular customer segment or a phase in the journey. The ‘adoption’ phase is a great example of choosing a phase that is often overlooked but can have a huge impact on client retention. Many companies concentrate focus only through the sale, while customers really want support on using a product. Arke has a variety of strategies to map the customer experience and identify where you can create a ‘WOW’ moment.

Don’t
get left
behind

Is it more important to keep an eye on your competition or on your customer? Both. Arke believes you have to find the right balance. We think the best way to do this is to focus on who your real competition is and that includes other retail experiences your customers have across apps, emails, websites and in store. This means physical retail experiences are competing with in-app purchases. Not falling behind your competition means first knowing exactly with whom you are competing.

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