Image of Foc Chapter 3 Make Retail Experiences Memorable

Future of Commerce

Making Retail Experiences Memorable: Customer Experience Is at the Center of Your Brand

Chapter Three

First impressions are everything...

eCommerce retail made the world's inventory available to everyone, giving more choices to shoppers than ever before. Across every channel—your stores, website, and social channels—the customer experience must be memorable (in a good way) to turn shoppers into brand advocates.

Increasing loyalty extends beyond your product and includes how simple it is to shop with you. From customer service, to your delivery promises, to your returns process, everything has to be convenient and seamless because every customer has options, and those options are accessible 24/7.

Many retailers and brands are focusing on the customer experience they can provide across every channel, and the value they can provide shoppers by making their lives easer—giving them some time back in their day, helping them find the products they need, or building out their shopping lists with buying history. Retailers that can become invaluable to their shoppers, create and perpetuate invaluable brands.

In this chapter, Phillip Akhzar, CEO and Founder of Arka, illustrates how retailers can stand the test of time and make the case for loyalty through thoughtful differentiation. Nick Huzar, CEO of OfferUp, discusses how businesses can remain relevant by listening to their customers and continually innovating. Richard Mader, founding member and Chairman of the Association for Retail Technology Standards (ARTS), addresses the ever-present challenge of getting the right products, in the right place, at the right time, especially in the digital world.

It's a Great Time to Be a Customer

Phillip Akhzar

CEO and Founder, Arka

Retail isn’t dead, but bad retail is. The rise of eCommerce has given us, as shoppers, more options. Retailers and brands have to deliver ruthlessly on their promises. As a result, we are currently seeing major upgrades and an emphasis on customer experience. What worked even five or ten years ago might not work today.

More of What We Buy is Coming to Us

Nick Huzar

Co-founder and CEO, OfferUp

eCommerce has made rapid inroads in the retailing industry, claiming nearly 10% of the market. Many of us don’t want to go to the store. We want our stuff delivered because we value our time. By extension, we value the merchants that give us more of our time back.

For Retailers, Great Service Makes the Brand

Richard Mader

Executive Director, Association for Retail Technology Standards (ARTS)

Ultimately, the difference-maker for a brand is convenience and trust—much of which comes down to what’s promised pre-purchase, but happens post-purchase. How quickly can I get the things I want, whether I’m at home, in the store, or on my phone? Retailers have to make it simple and easy for shoppers.