Research reveals that streamlined customer journeys ensure shoppers keep coming back for more.
Retailers who understand their customers’ entire buying journey and can eliminate friction at each touch point drive user numbers, repeat visitors and incremental revenue growth.
Fashion pureplays like Boohoo and marketplaces like Amazon, an early adopter of mobile retail and one-click buying functionality, exemplify the drive for frictionless, convenient and loyalty-boosting simplicity.
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Retailers looking to simplify their customer proposition should scrutinise and map the full length of their customer journey, identify points of friction and fine tune them. Simplification isn’t a one-and-done operation it should be treated as an on-going process that requires constant review.