Strategies to Drive Financial Growth
Through Customer Centric Experience
A Journal of Shopper Research article and quiz
Customer satisfaction is critical to a retailer’s bottom line. According to a recent study, retailers who delivered the most customer-centric shopping experiences saw their market share grow–on average–by 7% from 2015 to 2016. This article reveals the seven customer experience pillars that most strongly influence whether your customers will remain loyal to your store and recommend you via word of mouth. Also explored are common strategies for leveraging these pillars for a positive customer experience.
Upon completion of this course, you should be able to:
- Explain what a Customer Centricity Index (CCI) score measures.
- Describe how a retailer’s CCI score is likely to impact its bottom line.
- Identify the seven customer pillars that have the greatest influence over a retailer’s CCI score.
- Recognize strategies for investing in the seven customer pillars to boost a CCI score.
Credits: Successful completion of this course will provide current Shop! MaRC holders with 0.5 PDU in Research towards their tri-annual recertification.
Course Length: 30 Minutes
Course components: Journal of Shopper Research article, 10-question quiz
Shop! Value Cycle Focus: Phase 1 of the Shop! Value Cycle – Research
MaRC Recertification Credit: 0.5 MaRC – Research PDU