An exceptional customer experience can significantly boost a company's outcomes across many areas, including sales, loyalty, and brand advocacy. However, PwC's Future of Customer Experience report reveals an "experience disconnect" between customer expectations and what businesses deliver.

The report offers insights into bridging this gap to elevate customer satisfaction.
 

Essentials of an Outstanding Customer Experience

1. Prioritizing Speed and Convenience

Both speed and convenience top the list of customer preferences and influence their loyalty and buying decisions. Integrate technologies that enhance these elements rather than those that are just innovative.

2. Ensuring Consistency and Friendliness

Seamless service across various platforms ensures a reliable customer experience that boosts confidence in the brand. A warm, human touch in interactions remains a critical and central component of customer satisfaction.

3. Valuing Human Over Automation Interactions

Despite the rapid technology advancements, there is a strong customer preference for human interaction. Businesses should balance automation with easily accessible human support.
 

Strategies for Elevating the Customer Experience

Willingness to Pay More for Positive Experiences

Customers are willing to pay up to a 16% premium on products and services that offer a superior experience. On the other hand, a single negative experience can drive away one-third of customers, even if they previously loved your brand.

Importance of Employee Engagement

Engaged, empowered, and knowledgeable employees are essential as they drive the customer experience. Training and appropriate tech tools should be provided to employees to help them deliver excellent service and shopping experiences. The employee experience has a direct impact on the customer experience.

Acknowledging Generational Expectation

Different generations have unique expectations for customer experiences, shaped by their interactions with technology and media.  

• Gen Z (Born 1997-2012): Instantaneity is crucial for Gen Z, who expect seamless and rapid transitions across platforms. They prefer digital-first interactions and value intuitive technological integration. 
• Gen X (Born 1965-1980): This group appreciates a blend of efficiency and personal touch. They value reliable and consistent customer service across both digital and physical channels and prefer knowledgeable interactions.
• Gen Alpha (Born from 2010 onwards): Growing up in a highly digitized era, Gen Alpha expects high levels of personalization and technological interactivity. They are likely to favor brands that provide innovative and engaging experiences.

Leveraging Technology to Enhance Customer Experiences

While technology is integral to customer experiences, it should not replace the human aspect of customer interactions, particularly on the sales floor. Use technology to complement human interactions with your customers.
 

Closing the Experience Gap: Key Takeaways

Realigning with Customer Desires

Businesses should prioritize the aspects of customer experience that truly matter to consumers, such as knowledgeable sales staff, practicality, and service efficiency.  

The Importance of Data and Personalization

While customers are cautious about sharing personal data, they are more open to it if it significantly improves the service they receive. 

Fostering Trust and Satisfaction

Trust plays a significant role in customer interactions and brand endorsement. Superior customer experiences lead to increased loyalty and advocacy, which are vital for sustained success.

Leveraging the Intel Retail Edge Program for Enhanced Customer Experiences

PwC's report (download here) emphasizes how important speed, convenience, consistency, friendliness, and personal interaction are when focusing on the customer. Businesses must adjust their strategies to meet changing needs, close the gap in customer experience, and improve loyalty and sales.

The right experience is crucial. A positive customer experience makes people feel valued and acknowledged. It removes obstacles, increases efficiency, and keeps the human touch. The Intel® Retail Edge Program is essential for PC retailers looking to improve their customer service, employee experience and expertise, customer loyalty, and brand awareness.

Key benefits of the Program include:

• Enhanced Product Knowledge: The Program provides comprehensive training and learning opportunities on Intel® products and technologies that power today's PCs. This deepened knowledge base equips retail associates to better understand and confidently explain product benefits, features, and potential uses to customers, ensuring a match that meets the customer's needs.
   

• Sales Enablement: Beyond product information, the Intel® Retail Edge Program offers practical sales tips and best practices for the sales floor. This training helps retail staff effectively guide customers through the PC selection process and enhances the shopping experience through informed and personalized interactions.
   
• Speed and Efficiency: With a well-trained staff, retailers can offer quicker and more accurate service, significantly reducing wait times and improving overall customer satisfaction. This efficiency is crucial for consumers who value quick and seamless transactions.
   
• Consistent and Friendly Interactions: Training through the Intel® Retail Edge Program also prepares associates to deliver consistent and friendly service – vital components of customer satisfaction. The human touch, supported by product knowledge, fosters a more engaging and satisfying customer experience.
   
• Empowerment through Technology: By empowering retail employees with knowledge and skills, technology acts as an enabler rather than a disruptor. The focus remains on enhancing human interactions through the support of advanced tools like the Intel® Retail Experience Tool, aligning with the strategic needs of retailers to meet and exceed customer expectations.

The Intel® Retail Edge Program supports retailers in adapting to a more personalized and humanized customer service approach. This is increasingly essential in a time when customer expectations are continuously advancing. By providing employees with the necessary tools and knowledge, the Program helps close the existing experience gap and drive growth in customer loyalty and store revenue.

Get more information about the Intel® Retail Edge Program today!

 

 

 

 

 

 

 

 

 

 

 

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