BARE Shares – Retailers Struggle To Drive Profitable Post-Purchase Experiences: Research
BARE International shares an article by Retail Touch Points – Retailers Struggle To Drive Profitable Post-Purchase Experiences: Research.
‘A new study from the CMO Council reveals that while most brands identify enhancing the product ownership experience as a key differentiator, there’s a significant gap in their efforts to take advantage of post-purchase revenue, profit and relationship-building opportunities.
The report, titled Elevate What Consumers Appreciate: Increase Brand Attraction by Upgrading Ownership Satisfaction, showed that while 93% of manufacturers view ownership experiences as important to the business and a significant brand differentiator, only 19% derive more than 10% of their revenue from aftermarket services.
Retailers, who have a more direct connection with end consumers than manufacturers, appear to be taking the lead in this area. While 56% of marketers from retail organizations say their companies view aftermarket services as a strategic area of focus and essential to customer experience and business success, only 45% of marketers from manufacturers do.
A few retailers have taken advantage of the perks of offering services post-purchase, including Best Buy, which is famous for its Geek Squad services. Others are following suit. Seeking to get into IT services, Office Depot acquired CompuCom for $1 billion, and DSW also is dabbling in services by offering shoe repair in stores.’
Continue to the full article here.
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Whether you call them customers, guests, patients, patrons, riders, fans or clients, BARE International can create a program to measure their experience interacting with your brand. Every 2 minutes, a BARE evaluation or audit is completed by our field force of more than 500,000 evaluators. Using calls, clicks or in-person visits, the common thread of our services is always revealing the moment of truth when your customers interact with your brand.
Businesses like yours come to us to find answers, and stay with BARE because we build relationships and custom, long-term solution programs. Our average client relationships last beyond 8 years, compared to an industry average of 2 years. This longevity allows us to really know and understand your business and its particular challenges.
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