Digitalization triggered a profound transformation of customer habits , which even changed the way people shop at the supermarket. That’s why companies had to adopt the best CX practices for the retail industry.

Market demands and challenges are common to all sectors, and retail is no exception. According to Zendesk’s CX Trends 2023 Report , 60% of consumers base their purchasing decision on the level of service they expect to receive .

Furthermore, 73% of consumers will not hesitate to switch to a competitor after repeated frustrating experiences.

On the other hand, the report highlights that

Consumers have begun to ignore the difference between physical and digital support, which represents a problem for companies. In fact, 42% of businesses offer only two or three support channels .

According to a report , the value of e-commerce in Mexico grew 81% compared to the previous period, reaching 316 billion pesos, equivalent to 9% of the retail sector in the country.

Given this scenario, it is essential to understand that it is no longer just about price, product, place and promotion as essential factors to attract and retain a customer.

Quickly resolving customer issues, personalizing their experience, having an omnichannel service , and having agile customer telegram number database service teams are the most efficient CX practices implemented by the retail sector to sustain the business and capitalize on opportunities. In addition, they are the basis of consumer loyalty.

Retail is setting the pace for a new culture of commerce

Based on the findings of Zendesk’s CX Trends 2023 report, we show you the keys to the sustainable and exponential growth as you can see in the screenshot of this industry.

Read on to discover 5 CX best practices for the retail industry.

1. Customer-centric culture
Faced with a more demanding and mobile number list informed customer, who seeks natural and fluid interactions, organizations must assume that consumer satisfaction is part of the business strategy.