Are You Creating An Exceptional Customer Experience?

As many as 89% of retailers either agree or strongly agree with the statement, "Our customer experience is our brand." It is clear that retailers understand the importance of customer experience. Now they have to master it. This requires a deeper understanding of an increasingly complex shopper journey and the technology to handle the volumes of data these shoppers generate.

A recent survey of more than 200 senior retail marketers examined the steps retailers take to address this and other issues essential to customer experience. Key findings included:

• 82% of retailers plan to increase budgets related to customer experience in 2015;

• 73% of retailers have access to a customer's purchase history; and

• 45% feel that integrating customer experience management technologies is "vital to our growth."