Today, successful retailers don’t just sell products—they create experiences. These experiences are personalized and unique, and they make shopping more convenient, more rewarding, and just more fun.
Standing out from the competition requires connecting every unique touchpoint to understand the entire experience. Retailers have access to more data than ever before. Experience data (X-data) like beliefs, emotions and sentiments, as well as the operational data (O-data) such as costs, traffic and sales. When you combine X+O data, you break down silos and get closer to your customers. You understand them better, build greater loyalty and propel growth.
59% of customers who have a poor experience with a retailer either decreased or stopped spending after that poor experience. This is higher in retail than any other industry.
86% of consumers are willing to pay more for a better customer experience.
Retailers that tap into the emotions, sentiments and beliefs of customers to develop seamless, omni-experiences are seeing this translate to improved loyalty, retention and revenue.
With Qualtrics, you can collect that all-important X-data and combine with O-data to detect shopping trends, predict buying behaviours, increase footfall, design better products and track brand perception. You can do the same for your employees to understand productivity and retention concerns and take action to improve employee engagement.
91% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations.
X-data is the "why" that reflects the beliefs, emotions and sentiments of customers and employees. The Qualtrics XM Platform delivers a unified, holistic view of the experiences you deliver and highlights where attention is needed. So you can focus on winning over customers, driving employee retention, building your brand across multiple-touchpoints and creating products that people love.
Qualtrics uniquely provides the expertise, technology and services retailers need to build and execute an XM program that addresses key challenges and drives sustainable growth.
Listen to customers at every meaningful touchpoint, understand the customer experience, and act on the things that deliver measurable impact.
Improve employee experiences at the moments that matter with actionable insights.
Launch breakthrough products and retail services by putting your customer at the heart of every decision.
Understand your market and your competitors better than ever before and create lasting connections with your brand.