Industry Knowledge
Min Read

What do customers really want?

xeno pulse customer behaviour
Published On
July 16, 2021

Covered some interesting stories in this week's Xenopulse. Catch more about customer expectations from retailers & the changes you need to do to meet them. Another one talks about preparing your retail business in advance for Christmas In July (Yes, that's not a typo) Check it out.

Good Friday Morning,

Zomato’s IPO took the internet by storm.

One of the country's first initial public offerings by an internet company, no doubt about the hype it received. Zomato is truly paving the way for other Indian start-ups to go for IPO in Indian markets.

Indeed a great week for Indian Startups!

In today’s edition:

  • How Consumers Now Define a Good Customer Experience
  • Christmas In July: How To Prepare Your Retail Business In Advance
  • Talk with Marketing Leaders: Lotto shares their Journey with Xeno
  • Hand-picked tool for the week: Sendinblue

Customer Understanding

️🛍️How Consumers Now Define a Good Customer Experience

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Findings show that to survive in a post-Covid world retailers will need to make new investments in CX tools that provide instant customer engagement in order to maintain high sales in 2021.

  • How To Encourage Loyalty

Despite changes in communication, nearly all respondents (97 percent) believe retailers are working to deliver a positive customer experience. But, only 43 percent of all respondents agree this effort is making a tangible difference, meaning that 57 percent of customers believe brands still need to do more to align with their expectations.

42 percent of consumers said the perception that the brand offers good value for money is a top driver.
  • Staunch Consumer Reaction

At the very start of this year, over one-third of consumers admitted they considered breaking up with a brand due to poor CX, according to Wilkinson-Brown. Unfriendly staff (25 percent) and slow service (21 percent) were the top reasons consumers considered breaking up with a brand.

One of the most prevalent demands from consumers is more access to chat features.
  • Adding Perspective

Consumers are no longer doing business with brands solely because they enjoy their products or services

A clear majority of respondents (90 percent) said they will pay more for an identical product if it comes with a better customer experience.

Learn more here

Retail Marketing

️🎅Christmas In July: How To Prepare Your Retail Business In Advance

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Summer is fast approaching. That means one thing: Intelligent e-commerce and retail brands are preparing for the holiday season. Why? Simple. It’s the busiest time of year for shoppers, no matter the deals. But that’s not the only reason.

Christmas in July has become an international phenomenon. Brick-and-mortar brands and e-commerce sellers have started to cash in. It’s the first year after a huge uptick in online shopping.

Christmas in July has omnichannel brands thinking about showrooming and webrooming.

What Is Showrooming?

It’s the act of window shopping in-store and then buying online. It’s become a more popular way to shop for the holidays.

What Is Webrooming?

Webrooming is the reverse of showrooming. Many people compare prices online from their favorite retailers. Once they find the deal they want, they walk into a brick-and-mortar store to buy the product.

Tips To Prepare For Holiday Showrooming And Webrooming

Here’s a list of actionable steps that retailers and etailers can take to prepare for the holidays.

1. Analyze Data For Successful Strategies

2. Develop An In-Depth Marketing Plan Or Promotional Plan

3. Review Logistic Plans To Meet Holiday Shipping Demands

4. Review Your Inventory

5. Ensure Your Website Is Holiday-Ready

More here

State of retail post COVID-19

🎧Talk With Marketing Leaders

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I had an amazing conversation with Dharmender Khanna, Head of Digital Transformation, SSIPL Retail LTD.

Here are some key highlights of their conversation:

How are retailers approaching e-commerce during COVID-19?

Post-COVID, customers became more digitally aware & were very quick to adapt to the digital channels. We expanded our online presence aggressively & were able to generate 2x sales through online channels vs offline during the month of May 2021.

What led to Lotto winning “Best Digital Customer Experience Awards of the year in retail?”

We conducted a survey with our customers where 84% of them said they are fed up with the spam SMSs & email & we didn’t want to become another such brand. This is why we turned to Xeno’s CRM which enabled us to reach out to our customers in the way they want.

Why choose Xeno?

The people at Xeno were always talking about how we win together & the kind of commitment Xeno provides always made us more confident about achieving our revenue goals.

Catch the full conversation here

🔎Hand-picked tool for the week: Sendinblue

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Sendinblue is an all-in-one marketing platform for engaging with your contacts and building better customer relationships through targeted and meaningful communication.

You can cover your entire marketing funnel with their all-in-one solution for marketing automation, email marketing, SMS marketing, chat, Facebook Ads, CRM, and for sending transactional messages via email and SMS.

Check it out here.

🤗Brand & Marketing News

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  1. Clubhouse launches its private messaging feature Backchannel
  2. That was fleeting: Twitter kills off ephemeral 'fleets'
  3. Facebook and Instagram to invest $1 billion in content creators

That’s all for today folks. Hope you liked today’s edition.

Stay in & stay safe :”)

Marketing & Content Strategist

Anisha Arora is an experienced Marketing & Content Professional who often breaks down complex topics for readers here. She collaborates with various teams to seamlessly combine different viewpoints and knowledge about customer retention, CRM, loyalty, and marketing technology. When she's not working, you'll find Anisha sipping coffee and binge-watching her favorite TV shows.


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