How can retailers keep problems outside their control from damaging customer relationships? Competing on customer experience (CX) is always smart, but right now it’s critical. Of course, the best CX is getting the products they want when they want them. But you can deliver excellent CX in other ways to maintain trust and goodwill.
While many CPG marketers now account for major consumer behavior shifts, the most successful seek to better understand and respond to trends in the context of their own product mix. Now a channel-agnostic approach to interpreting market signals most relevant to their own product mix is fueling smarter marketing decisions.
Do your customer-facing systems, procedures and people create a positive or negative shopping experience? If the latter, money and customers are going out the door. See if your organization measures up, how to analyze your current state and learn ways to make improvements.