Digital Marketing Magazine – Retail Gets Personal: Why Personalising the Customer Experience should be your #1 Priority
In a recent Gartner report, we learned that 89 per cent of marketing leaders expect customer experience will be the primary basis for competitive differentiation by 2017. Customer experience is fast becoming the battleground where retailers vie for our attention and wallets. Shoppers are more promiscuous than ever before. They can easily switch between retailers in a heartbeat – depending on pricing and new product launches. Customers are more discerning and they now have much higher expectations. As a result, retailers find themselves in a race to provide an increasingly smooth, engaging and personalised shopping experience.