What makes a retailer a true leader in the field? A new Benchmark Study from Manhattan of 124 retailers across 11 verticals, conducted using a Unified Commerce Assessment Framework that spans 286 customer experience capabilities, reveals exactly how leaders deliver on convenience and customer empowerment across four pillars:
- Search and discovery;
- Cart and checkout;
- Promising and fulfillment; and
- Service and support.
Attendees of this Retail TouchPoints webinar will learn how the key Benchmark results tie into efforts to improve their own retail operations. For example, while 57% of leaders allow shoppers to cancel or modify orders post-purchase, only 25% of non-leaders offer this capability. The same starkly different percentages are seen in retailers’ ability to offer a mixed delivery option (e.g. home and in-store delivery). Attendees also will learn about how tech solutions, including advanced solutions and a unified commerce platform, can fuel their companies’ move into the ranks of retail leaders.
