Retail companies must ensure their digital presence is keeping up with the demands of customers who are eager to shop around.
"More so than the physical storefront, a retailer's online presence can make or break a business," said projekt202 Vice President of Customer Experience (CX) Jeremy Johnson. "Customers have multiple touchpoints with a company, whether in person, on their laptops, or on their phones and mobile devices."
At every stage, he said, those touchpoints have to be ones that meet or exceed customers' expectations.
"If you visit a store in person and have a bad experience, chances are, you're probably not going to visit that store again. The same is true with your business' website or app. Is it easy to use? Can customers find what they're looking for? Is it easy to check out? These are crucial questions that companies must answer if they want to stay in business in today's market," Johnson said.
He noted that projekt202 has had extensive success helping major retailers deliver digital experiences that click with shoppers and drive business. He cited the following examples:
- By evaluating and fully understanding the needs of The Container Store's customers, projekt202 helped the retailer dramatically improve its mobile app and provide shoppers with a responsive, consistent user experience across all platforms. The redesigned app was so successful and well-received, in fact, that Forbes awarded it Best Mobile Site Performance.
- For a leading U.S. home improvement company, projekt202 designed and developed an interactive new way to interact with and engage customers. This new interaction empowered do-it-yourselfers to start their home improvement projects by providing unique design tools, in-store product selection and expert style advice.
- A provider of sales, marketing and merchandising services for retailers turned to projekt202 for the successful launch of a mobile solution to drive efficiency and reduce costs.
"Retailers have to stand out on a global, online scale," said Johnson. "Customers are counting on you to deliver."