Over recent years the retail environment has become increasingly tough for Australia’s retailers, as weakening consumer demand has intersected with rising costs and the emergence of alternatives to the traditional bricks and mortar shop. In particular, shoppers have responded with gusto to the new multi-channel world, with most consumers now using a combination of physical and digital channels as part of the shopping process. In light of these challenges, retailers have responded by refreshing their offerings and developing new channels to match the way that today’s consumers want to shop.
In order to explore how Australia’s retailers are responding to the customer experience challenge, we surveyed 100 retailers that are members of the Australian Retailers Association (ARA), including both small retailers (with less than 10 stores) and medium and large retailers (with 10 or more outlets). We compared the results of our research with a similar survey carried out in 2013.
Our research identified that whilst customer experience management is seen as the top strategic priority, many retailers are yet to develop and implement strategies to improve it. Download this whitepaper to learn more about the customer experience challenge for Australian retailers.
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