Customer Experience is Your Secret Weapon

2022 08 December
12:00 pm Pacific / 3:00 pm Eastern

Customer Experience is Your Secret Weapon

Your customer experience is a critical game-changer for furniture retail businesses. It not only boosts sales and your customer influencer base, but it builds customer retention and loyalty by enhancing the customer’s lifetime value.

Our panel of experts will share what experiences customers are looking for and reveal simple tips you can use, online and in-store, to improve every interaction your customers have with your business.

Key Takeaways:

  • Continually change to meet the needs and experience expectations of each customer.
  • The way customers want to communicate with you is changing, so you must connect with them according to their preferences (text, phone, email, etc.)
  • Give the customer the choice to reach out when needed.
  •  Make sure your online and in-store checkout is fast and easy.
  • In-store: make customers comfortable shopping without a salesperson, but make sure a salesperson is easily accessible.
  • Online: engage with customers who have abandoned their shopping cart to let them know you care about their needs.
  •  Communicate with the customer through every step of the delivery process and share in their happiness with the product they’ve just received.
  • A quantitative look at your reviews and analytics helps you gauge the customer experience and lets you know where adjustments should be made.

Our Panel of Experts:

Charlotte Shragge – Retail Partner Manager, Podium
Podium helps your business build brand trust and continued customer engagement through customer reviews, facilitating customer interaction, managing customer feedback, and send text marketing campaigns—all from one easy-to-use platform.

Jessie Jackson – Sr. Consultant, OSF Digital Strategy (Formerly FitForCommerce)
Jessie has 20+ years of experience executing strategies for brands and agencies, including system implementation, branding, copy direction, roadmap planning, analytics, site optimization, SEO, content, merchandising, and much more. Prior to OSF Digital Strategy/FitForCommerce, she was the Senior Director of Ecommerce and Mobile for The Vitamin Shoppe. She also held senior positions at Full Beauty Brands, Rebecca Taylor, Razorfish, Shutterfly, Brickhouse Security, Bare Necessities, J. Crew, and Victoria’s Secret.

Steven Greenberg-  Consultant, SpaceRX
Steve has 35 years of experience in Customer Service, Sales, Merchandising, and Logistics and has worked for Global Brands such as IKEA and K-Mart. Steve had the opportunity to build and set up several IKEA stores in the US and Canada and ensure the company goals were met.  He also helps to re-brand the Martha Stewart range for K-Mart. Currently, Steve and a few colleagues have formed SpaceRX a consulting company to help home furnishings retailers increase the customer experience in their stores through sales steering and visual merchandising.