The Customer Experience Challenge for Australian Retailers

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.

Another key response has been a greater focus on managing the customer experience as retailers have sought to improve the experience that consumers have with them, and by doing so improve customer loyalty and drive sales. Managing the customer experience is now a key strategic imperative for many retailers.