The Pandemic forced many retailers to focus on their customers. Customers weren’t coming through the physical doors of retail locations making the case for digital Customer Experience a priority. Here are the top three things that Ralph Lauren did to make customer experience a priority.
- Evaluated their current experience and identified areas of opportunity
- Applied storytelling to their digital platforms
- Created a vision for moving forward with mobile experiences
Committing to Customer Experience is the first step to creating a successful customer experience program. Start your program by evaluating your current experience. What’s the customer journey through buying a product or signing up for a service on your website? Is it easy to navigate start-to-finish? Interview customers 1-on-1. Let them tell you about the friction points.
Customer experience starts with the customer. Ralph Lauren is a great example of what happens when you research your customers and align your goals.