Personalizing the customer experience: Driving differentiation in retail.

Autor:	Lindecrantz, Erik, del Gi, Maeine Tjon Pian, Zerbi, Stefano
Předmět:	CONSUMER behavior CONSUMERS RETAIL industry RATE of return
Zdroj:	McKinsey Insights; 4/28/2020, pN.PAG-N.PAG, 1p, 3 Color Photographs
Abstrakt:	In general, a positive customer experience is hugely meaningful to a retailer's success: it yields 20 percent higher customer-satisfaction rates, a 10 to 15 percent boost in sales-conversion rates, and an increase in employee engagement of 20 to 30 percent. Customer-experience leaders in the retail space (retailers with consistently high customer-satisfaction scores) have provided their shareholders with returns that are three times higher than the returns generated by retailers with low customer-satisfaction scores. With the right data management and analytics in place, retailers can identify customers' value triggers and then score and rank customers to facilitate effective targeting and personalization. [Extracted from the article]
Databáze:	Complementary Index
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