Retail

As a joint initiative, Foviance and RXP have researched 25 leading UK retailers. We have used our ‘expert review’ methodology to look at both the online and offline customer support received during peak times - specifically in the run-up to Christmas and during the January Sales. We reviewed the Customer Experience through a combination of website usability analysis and contact by email and telephone recreating a typical customer journey.

As a result we have gained a unique insight into how the retail industry is failing to deliver a consistent experience across channels and to embrace multi-channel selling. Most are missing a number of opportunities to increase brand engagement and loyalty, improve conversion rates and increase order values.

The white paper describes the results of this ground breaking research into customer experience in a multi-channel environment. To help you achieve ‘best practice’ in a multi-channel world, it provides five recommendations that you can adopt to improve your overall Customer Experience ratings.

The white paper is available free of charge:

RXP White Papers contain thought leadership and knowledge created from the combined experience of our consultants.

Download your free copy of the
Retail White Paper - How the retail industry is failing to embrace multi-channel selling