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Serving Your Purpose

Serving Your Purpose

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Create retail experiences that people love

SUMMARY

This E-Commerce report examines the different ways used by online retailers to change their business and create memorable experiences for online consumers.

This paper explains that all online retailers discuss customer-centricity. However, there are still many that are completely concentrated on products and categories rather than on consumers. The research explains that online retailers should also think about offering what's described as purpose-led customer experiences.

Apart from working on this new customer angle, online retailers should be more innovative and deliver services and experiences that are important throughout the customer journey, the study indicates.

The paper suggests that developing purpose-led customer experience means making key changes to the organization as this doesn't only affect the customer experience unit.

On the other hand, online retailers should be brave enough to act with courage, the study says, and to own the space they want to have when it comes to customer experience. However, brands must create experiences that feel real and reflect their core values and purpose. To do this, brands must develop a deep understanding of customer needs based on data.

 

OUTLINE

Traditional and new retailers

Customer experience with purpose

Leadership and courage

Think from the consumers' viewpoint

Customer-centricity and Innovation

Esatblish partnerships

Fix the basics

 

 

DETAILS

Overview

Researchfinder Rating
4 out of 5 stars
Title
Serving Your Purpose
Sub-Title
Create retail experiences that people love
Region
Global
Published
June 30, 2018
Publisher
Accenture
Price
FREE
Language
ENGLISH

Content

Number of Pages
15
Number of Tables
0
Number of Exhibits
7
Topics
e-commerce
Tags
Accenture, customer experience, ecommerce, ecommerce trends, global, online consumer needs, online retailer, online shopping, online shopping behavior
Companies mentioned
IKEA, Apple, Amazon, Trunk Club, Birchbox, Blue Apron, Graze, Walmart, Bonobos, Uniqlo, Airbnb, Walmart, Argos, GAP, Asos
Methodology
This report is based on a survey with 160,000 consumers in 12 countries regarding their experiences with 57 retail brands.
EVALUATION

This E-Commerce report examines the different ways that retailers can change their business and create enjoyable experiences for online consumers.

Positives:

  • Nice layout
  • Understandable language

 

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