Today, travel companies looking to retain clientele and ensure customers’ loyalty have to go through several challenges.One of the hardest is to offer a unified experience to their customers, a new holistic approach when planning their journey. This represents a strategic point in order to be successful.
The boom in ecommerce of the past decade has transformed the retail supply chain and shows no sign of slowing. Here TV business guru and Pall-Ex chief executive Hilary Devey explains what logistics must do to stay ahead of the game.
The worlds of online and offline retail are rapidly converging and customers have come to expect a seamless experience and consistent service regardless of where the transaction is occurring. The pressure is now on for retailers to keep abreast of the rapidly changing commerce landscape in order to maintain their competitive advantage and encourage customer loyalty.
Nanda Balasubramanian, Partner at Portaltech Reply said: "I wasn’t surprised to learn that retailers are increasingly struggling to provide a coherent multichannel customer experience because of the difficulties they face in integrating customer touch points, according to recent research from Portaltech Reply, eDigital Research and IMRG. Almost two thirds (65%) of retailers feel that their current technology systems make creating a seamless multichannel customer experience challenging. But for retailers who want to remain competitive, this situation has to change".