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1、How messaging can help retail brands solve consumer pain points within the customer journeyRetail Economicsreport 2024Executive summary Introduction The customer journey Managing customer expectations and building trustNavigating the future:Strategic recommendations Conclusion 345182328Whats inside?

2、2R E TA I L EC O N O M I C S R EP O RTW H ATS I N S I D EExecutive summaryDigital shoppers are demanding The least tolerant shoppers are predominantly those who shop online,underlining the significance of catering to the expectations and preferences of digital consumers(click here to read more).Unde

3、rstanding shopper personas There is no one-size-fits-all approach in retail,emphasizing the necessity of understanding and catering to our diverse shopper personas to effectively meet their needs and preferences.Pain points in the customer journey Identifying and addressing the top pain points in th

4、e customer journey is paramount for enhancing satisfaction and retention.Our research found the top five issues to be paying for returns,stock availability,poor communication,lack of delivery options,and order tracking(page 19).Communication preferences Consumers exhibit varying preferences for comm

5、unication methods,highlighting the importance of aligning messaging with their preferred channels.Consistency of messaging across channels also emerges as a crucial factor in building trust and fostering positive consumer experiences(read the main pain points on page 19).Balancing digital and physic

6、al experiences In a rapidly evolving retail landscape,AI and conversational commerce drive personalized experiences.Yet,balancing digital and physical realms is crucial.Retailers must blend online efficiency with in-store engagement,catering to diverse shopper preferences.Many retailers have difficu