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Customer experience will be retailers' new battleground

Nayela Deeba | March 2, 2017
Forrester, SingPost and Qoo10 provide advice on how retailers can provide quality customer experience that will set them apart from their competitor

Other ways to boost customer experience

When asked what else is required to boost customer experience, Ku said that retailers need to offer "truly enjoyable and unique shopping experiences." Qoo10 is doing so through its Live10 interactive app, which allows users to broadcast live demos or shopping tips to their followers. "This function re-engages customers and promotes a two-way communication between merchant and customers," he claimed.

As for logistics providers supporting retailers, Narayanaswamy advised them to look into "automating their warehouse operations [by using robotics] to maximise productivity and efficiency". " Predictive analytics using consumer and route data across the whole value chain should also be used to improve service levels," he concluded.


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