The Customer Experience During the Holiday Season

In this week's trend report,  I share my analysis on model customer service for independent Retailers & Makers.

Based on case studies of Amazon Go and a personal shopping experience with an independent Retailer, I highlight the fundamentals of strategic customer care as well as share customer service trends for 2017. ​(Yes, 2017!)

Topics Discussed in this Trend Report:

• The expectations that customers have about their holiday shopping experience this year
  
• The increased opportunities for revenue going into December 2016
  
• The shopping experience being pioneered by the new Amazon Go grocery stories and their emphasis on customer convenience
  
• What people like about shopping at craft fairs, despite the lower convenience
  
• What both Amazon Go and craft fair experiences are getting right
  
• Creating a customer journey map of your customers’ interactions with your brand
  
• Thinking about customer care from the outside in
  
• Small ways that you, as a small business owner, can manage your store’s digital presence to keep up with customers’ expectations
  
• The trend towards a more “human experience” in 2017 and how this gives small businesses an advantage
  
• Actions you can take to enhance your customer experience now

Click to Tweet:

Think: what would my customer want me to do?

Think through: how can you update and enhance how customers can connect with you?

Resourced Mentioned:

• Amazon Go
• Specks & Keepings