omnichannel

How brand marketers are optimizing customer experience in 2018

Improving the customer experience continues to be a top priority for brand marketers.

In our most recent Digital Intelligence Briefing, our survey of more than 2,800 company marketers revealed that ‘optimizing the customer experience’ remains the top choice for the single most exciting opportunity in 2018. 

But how are brand marketers executing this strategy? What exactly are they doing to optimize their customer experience?

Mobile retail apps are beating out mobile websites

According to Criteo’s recently released Global Commerce Review for Q4 2017, retailers in North America who have both a mobile website and a mobile app generated 67% of their sales from mobile devices. But the mobile web and mobile apps aren’t created equal.

That’s because when it comes to their productivity, Criteo found that mobile apps converted at three times the clip of mobile websites and were responsible for well over half (66%) of all sales derived from mobile devices.

Retailers shouldn’t forget about post-purchase experience

Customer experience is top of mind for just about every retailer hoping to survive and thrive in today’s incredibly competitive and difficult economic environment.

But while many retailers focus on topics like personalisation and minimising the number of steps in the purchase journey, they shouldn’t forget that an important part of overall customer experience is the post-purchase experience they deliver.