How to Create Great Retail Customer Experience (CX)

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What is Retail Customer Experience (CX)?

A retail customer experience (CX) is the combination of all customer points and journeys that a retailer delivers to their customers.

Firstly, there are two types of retail customer experiences, the one that we have in-store and the online journey.

In this article, we want to focus on the digital customer experience and online customer touchpoints that you can adopt to increase customer satisfaction and engagement.

Now, let’s dive right into it.

How Retail CX Can Impact Your Business

All retail marketers, customer service teams, and contact centre managers can benefit from a solid retail CX strategy.

If you are in charge of managing or working with multiple communication channels, then you need to consider improving your presence across all channels.

Here’s a breakdown of a few communication channels that you might want to include in your communication strategy:

  • Text messaging
  • Social media
  • Live chat
  • Inbound calls
  • WhatsApp
  • Website

retail cx

Build Customer Loyalty

Retailers are always looking for new ways to engage and keep customers loyal, but sometimes this isn’t an easy thing to do.

Building customer loyalty is a process that starts from the ground up. Everything starts with knowing your customer’s needs and meeting their expectations fully.

Every touchpoint, interaction, and conversation should add to their retail customer experiences and make them memorable.

Although it sounds harsh, customers don’t forgive easily when a mistake is made. With a limited attention span and a myriad of retailers that could provide the same products and services, you need to stand out from the competition.

Personalize Retail Customer Experiences

One way to stand out from the competition is by micro-customizing each customer interaction. What do we mean by that?

If your customer calls your contact centre to track the return of an order, one way to impress them is by guiding them to the correct department and knowing their pain point before starting an actual conversation.

If you have invested in an omnichannel strategy, then you should be able to see whether that particular customer already had previous conversations regarding the return on live chat, or if they submitted a return notification form.

Another example to improve retail customer experiences with personalization is to send a coupon on their birthday or send an extra gift if your customers place an order around their birthday.

retail customer experience

Provide Faster Customer Support

One of the most important metrics that retailers started tracking to improve their customer experiences is the speed of delivery.

Consumer expectations around customer service continue to grow with 66% of customers saying they expect to engage with someone immediately when contacting a company.

Retailers prioritizing fast customer support will win customers over because time is valuable and putting in the effort to respond to customer inquiries will not go unnoticed.

However, if you have an online store, eCommerce, or drop shipping business, consider having an AI chatbot on your site to answer frequently asked questions.


Finally, optimizing retail customer experiences is essential to business growth and staying ahead of the competition.

Start by bridging the gap between hyper-personalization and multiple touchpoints and you will increase customer satisfaction.

The trick is to invest in a smart cloud communication platform that allows you to engage and communicate at scale.

In conclusion, VoiceSage helps businesses of all sizes reach customers wherever they are, using personalized insights that foster one-on-one relationships with all of your shoppers.


Published on: 27th February 2023

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