In this episode of Retail Right Now, Total Retail's Melissa Campanelli and Kristina Stidham discuss the latest trends impacting retail customer communication methods, drawing on key insights from a recent survey conducted by NAPCO Research, sponsored by Podium. The subsequent report, "A Message for Retailers: Go Digital," details what retailers should be considering as they evaluate the strengths, weaknesses, and areas of opportunity within their current customer communication efforts. The report provides an in-depth analysis of a recent retail customer communication survey.
The findings of the survey reveal that how consumers prefer to communicate with retailers has increasingly shifted to digital channels such as SMS/text messaging, chatbots, and live chat for customer service, marketing and more. It’s clear that consumers want choice and flexibility in how they interact with retailers, and that means digital channels such as SMS. It’s incumbent upon retailers to react to those demands, as the future of retailers’ customer relationships depend on it.