Cutting out the middlemen from business processes can help brands improve customer experiences

New Ideas in MarketingEssential news for marketers, summarised by YouGov
November 27, 2020, 4:44 PM GMT+0

Improving customer experiences can help companies retain consumers’ loyalty towards the brand.

Businesses should find ways to reduce the customer wait time to enhance their shopping experience. They should consider cutting out middlemen in the process and directly deal with customers to reduce friction in the buyer’s journey. It can not only help minimise wait time but also enable brands to make new offerings. However, it can give rise to challenges like shortage of products when demands are high.

To further enhance the customer experience, business owners should take the opinion of employees who deal with the customers daily. Understanding customer pain points and gathering consumer feedback can help marketers create a seamless shopping experience.

Conducting customer surveys can help brands collect necessary consumer insights effectively.  Businesses should ask consumers to share feedback around product availability, shipping times and customer service hours availability.

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