Enhancing customer service has become a top priority for firms to hold and attract the best consumers, involving many they didn’t have access to before. Customer experience goes well before customer service explains how consumers perceive their interconnections with a firm, from navigating the website and applications to how the billing and payment procedure works. Firms must integrate around the customer in manners they have never utilized before to provide a complete customer experience. It also needs to incorporate inventory management and to have efficient delivery mechanisms in place. Equipped with these crucial elements, the fashion retailer overcame the multiple lockdowns and reopenings of COVID-19 sleekly. Although stores were closed, retailers could still sell the items. Despite losing almost half of its physical store sales for the year, entire sales were slightly down from the previous year. The firm offers delivery in 24 hours, and in some places, same day. For customer experience efforts to offer customers the connected experience they want, they must include all firm segments. The efficient usage of consumer insight, guided by the proper measures, not only makes consumers satisfied and more loyal it also enhances the business and operational model innovation, placing customer experience leaders for prolonged business success.
Case – Reference no. 621-0053-1
Authors: Muhammad Usman Tariq
Published by: Abu Dhabi School of Management
Published in: 2021
Length: 11 pages
Topics: Customer; Experience; Prosperity; Business; Excellence
