Then there is much to gain from optimizing the customer experience to increase profits, specifically for Dutch retailers. Local retailers have an important advantage over the American and Chinese competitors. Half of the Dutch indicate that they prefer to buy in Dutch or European web stores, even if the price is slightly higher, according to the GfK consumer survey. By perfecting the customer experience , Dutch and European providers can deepen and fully exploit their natural benefits.
How could the customer
Especially if it is not clear whether your view of what is good corresponds to that of customers. This leads to the painful statistics that regularly make it to the news, such as the infamous Trinidad and Tobago Email List finding that only 8% of companies have customers who say they provide an excellent customer experience, while 80% think so . Although this statistic dates from 2005, it remains highly relevant to this day and leads to the question: what causes this gap? Again, there are many reasons, but some of the main causes are the ever-increasing customer expectations.nnovations affect a customer’s expectations.
experience gap arise?
Expectations are also rising within e-commerce and retail. Since the outbreak of the corona pandemic, digital transformation and digital expectations for businesses have only accelerated. Instant gratification and speed are the order of the day. Within the retail sector, individual providers try to outdo each other with better customer experience and offers, whereby the expectations of the customers are permanently adjusted. Usually upstairs. It is not usually the case that companies deteriorate in the quality of their customer experience. It’s that they don’t keep up with rapidly increasing demands. A change in consumer behavior does not necessarily explain why the customer experience in so many cases actually falls short of expectations. The reasons for the customer experience gap are diverse and the same applies to the solutions. A partial solution can still be found through large-scale and advanced measurement techniques.
