The retail industry has gone through a tremendous amount of change in the past decade. From the increase in e-commerce and mobile shopping, to the explosion of omnichannel, retailers face declining customer loyalty in a competitive market space.

As such, providing an outstanding customer experience is more important than ever before. In fact:

• 89% of retailers are competing primarily on the basis of customer experience
• Half of customers will take their business to a competitor within one day of a bad customer experience
• The annual cost of customers switching retailers due to poor service is $1.8 trillion across the industry

This focus on customer experience is why it’s so important for retailers to listen to the voice of their customer. And this is where Calabrio can help.

As foot traffic to traditional brick-and-mortar retail declines, more customers are communicating with brands via e-commerce platforms, chat, instant messaging, email and phone calls. All these data sources stream into the contact centre on a daily basis and contain a wealth of customer knowledge and voice of the customer data. Calabrio’s analytics platform helps retailers analyse 100% of this customer interaction data and turn it into usable, actionable reports. These reports allow retailers to pinpoint dissatisfied customers and proactively solve customer issues.

Read on to see how Calabrio has helped leading retailers like Tiffany & Co. and Polaris improve omnichannel customer service and increase customer loyalty. And be sure to download our ebook to learn seven ways retailers can improve the customer experience.