The product-centric business models that used to work for the retail and consumer packaged goods (CPG) market are no longer enough to win over the customers of today. As more and more organizations shift to customer-centric models that place emphasis on meeting customer needs over purely driving product innovation, brands must implement new strategies to analyze customer feedback, understand the buyer journey and refine the customer experience.
As brands navigate the new normal, it will be more important than ever for them to leverage a deep understanding of the customer experience (CX) and make data-driven decisions that resonate with customers on an individual level.
This eBook explores six key components of a successful CX program for retail and CPG companies and describes how Clarabridge enables these businesses to optimize the following areas:
- Digital Experience and eCommerce
- Delivery and Fulfillment
- Store Experience and Merchandising
- Product Development
- Contact Center Operations
- Brand Perception