Study shows that customers believe live assistance is a necessity: the customer journey research reveals that channel choice and human interaction at key stages will seal the deal when it comes to developing loyalty or even averting defection.
The way consumers like to shop is rapidly changing. Following a huge boom in online shopping, many consumers are now turning to apps for their retail therapy. If developed well, apps can help retailers to connect and engage with shoppers on a whole new level. But are brands creating apps that truly cater to their customer’s preferences? Here, Nick Black examines how retailers can ensure that apps are developed and marketed to full effect.