Global Consumer Journey High Scores for Fashion Retailers: Report
The ten global fashion retailers who were part of the study were H&M, Louis Vuitton, Nike, Adidas, Freemans, Gymshark, Jack & Jones, Misguided, TJ Max and Very.
Ranking, which evaluates conscious and unconscious customer feedback towards the delivery experience, demonstrates how competitive the current landscape is. With Fashion retailer Setting the bar so high, being ‘good’ is not good enough to attract and retain customers today, Delivery experience ‘DX’ Report sorted in partnership with Think Beyond
A neuroscientific study on the power of digital travel and mental purchasing has found that the average customer travel score for a fashion retailer is 80.7. It states that the barometer measures about 40 components which scientific studies consider to be the most important for the customer experience. Global fashion brands H&M, and Louis Vuitton, were part of the study.
The report uses a five-point liqueur scale to evaluate consumers’ purchasing journey, giving scientists the ability to dig deeper and understand what consumers tick below the surface. By adopting neuroscience theories, companies were able to predict physiological and emotional responses using less sensitive methods for bias than other forms of market research.
These results, which show that retailers are offering exemplary offers to customers when it comes to pre- and post-purchase, mean that brands need to exceed expectations to stand out in a crowded market, the report added.
“Consumers now have almost unlimited access to new brands and products, making it harder to earn loyalty and easier to lose. Since these results demonstrate that deliveries and returns are a strong field for fashion retailers, brands need to take the delivery experience to the next level in order to differentiate themselves from others. Any errors in progress or innovation in this space may cause you to fall behind. ” Carmen Kerry, CEO at Sort ofCommented.
Fibre2Fashion News Desk (SF)
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