Customer Experience: The Black Hole for Retailers
Square Root’s national survey of more than 300 U.S. retailers explored brands’ approaches to customer experience strategy and programming, from ownership within the organization to the tools, technology and metrics used to gauge success. Among the findings, the study revealed that while 96 percent of retailers say customer experience is a core priority, 75 percent believe their organization has room for improvement. What’s more, despite 89 percent of retailers believing long-term success hinges on customer experience, nearly 40 percent of brands still lack ways to measure the impact of their efforts. The full report reveals the biggest challenges retailers face when it comes to keeping up with increasing customer expectations, addressing the in-store data void, and improving organizational alignment around customer experience.