Experience is the new measurement unit
![](https://trademagazin.cdn.webgarden.io/wp-content/uploads/2019/10/Mekler-Anita_PwC_opt-225x300.jpeg)
Anita Mekler
partner
PwC
How can the shopper experience be taken to a new level? The time has come for companies to introduce a new measurement unit: With the help of the return on experience (ROX) index, those points can be identified where the loyalty of store workers have a big impact on the experience shoppers get.
Six steps for increasing the chances for return on experience:
1. Worker and shopper experience – neither of them exists without the other. An enthusiastic, satisfied and well-informed worker can easily become the ambassador of a brand for shoppers.
2. Build a target audience! Those values must be communicated in social media and a smartphone app to which both workers and customers are sensitive.
![](https://trademagazin.cdn.webgarden.io/wp-content/uploads/2019/10/Kundr%C3%A1k_Bella_opt_c-227x300.jpg)
Bella Kundrák
consultant
PwC
3. Get closer to customers! The task is to find those ‘magical moments’ on the shopper route that can increase loyalty.
4. Get to know the customers – based on their behaviour and habits! Demographic data aren’t enough to communicate effective messages any more, and the same is true for targeting.
5. Manage consumer data responsibly! A great value can be created by having customer data.
6. Win the shoppers! Once the details of the shopper’s route are understood, the moment when the retailer can influence them must be identified.
Methodology: PwC interviewed 21,480 consumers from 27 countries online, between August and October 2018.
https://www.pwc.com/gx/en/industries/consumer-markets/consumer-insights-survey/understand-your-customer.html (x)
Related news
Growing retail, falling SMEs: what can companies do?
A KSH adatai szerint az év első öt hónapjában javult…
Read more >PwC: workplace changes encourage employees to develop their skills in the long term
Globally, almost half of employees (45 percent) feel that their…
Read more >Digital natives drive shift in consumer behaviour
The Asian market is witnessing a transformation in the retail…
Read more >Related news
A Hungarian specialist became Danone’s Eastern and Central European sales manager
From this July, Enikő Bolyós organizes and manages the company’s…
Read more >Recent research: almost half of Hungarians do not use sun protection cream, and moreover, they do not avoid the sun in the midday hours either
According to a recent, representative research, only 8 percent of…
Read more >The GVH fined Booking almost HUF 400 million with a record fine
Booking did not fully fulfill its obligations requiring the termination…
Read more >