{"id":37117,"date":"2021-11-23T21:01:36","date_gmt":"2021-11-23T21:01:36","guid":{"rendered":"https:\/\/inmoment.com\/?p=37117"},"modified":"2021-11-23T21:01:38","modified_gmt":"2021-11-23T21:01:38","slug":"luxury-retail-closing-the-experience-gap","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/luxury-retail-closing-the-experience-gap\/","title":{"rendered":"Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap"},"content":{"rendered":"\n

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping. This once a year occasion means customers are looking for the perfect gift for someone special\u2014and the best<\/em> deals they can find for the best<\/em> and most luxurious products on the market.<\/p>\n\n\n\n

The thing is, any customer making a luxury purchase will have high expectations for not only the product, but the experience\u2014whether it\u2019s online or in store.Bridging that physical and digital gap is about as easy as finding a parking spot at the mall on Black Friday, and the need for an accessible online experience is only growing as customers prioritize ease and convenience. <\/p>\n\n\n\n

Here are three elements for luxury retail brands\u2019 to consider when closing the gap and delivering that premium level customer journey<\/a>!<\/p>\n\n\n\n

Element #1: Let Customers Speak\u2014and Listen When They Do<\/strong><\/h3>\n\n\n\n

Just as you ask for feedback in store, provide those same opportunities for customers when they shop online. Physical and online shopping experiences are significantly different, so you need to collect and analyze feedback from both channels. <\/p>\n\n\n\n

Knowing what\u2019s working and what\u2019s not in each type of experience can teach you how to create a smoother and more connected experience for customers. And it\u2019s most important to communicate back to your customers that you\u2019re listening, you\u2019ve acted, and change is quickly coming.<\/p>\n\n\n\n

Element #2: Don\u2019t Choose Online Retail Over Physical, You Need Both<\/strong><\/h3>\n\n\n\n

Digital experiences<\/a> aren\u2019t meant to entirely replace physical ones. They\u2019re meant to allow customers other options that might better suit their needs. Factors like flexibility and convenience influence how customers shop, but it doesn\u2019t mean one experience is objectively better than the other. The best experience isn\u2019t digital or physical. It\u2019s one that fully matches the customer\u2019s preferences. The goal then is to make physical and digital experiences work in harmony.\u00a0<\/p>\n\n\n\n

Element #3: Keep Your Brand on Point to Tell a Consistent Story<\/strong><\/h3>\n\n\n\n

Your digital and physical customer journeys must not only match in quality, but in branding as well. The way you communicate to customers along each digital touchpoint, whether it be a newsletter sent out by email or a personalized message on the website after they purchase something, should keep consistent with your brand\u2019s style, messaging, and tone of voice.<\/p>\n\n\n\n

It\u2019s also vital that the digital experience adheres to human-like interactions as if the customer was actually in the store. And that comes through with a unique branding voice and character. Customers shouldn\u2019t feel like they\u2019re purchasing from a robot dispensing products and services, but a human being<\/a> behind their screen.
<\/p>\n\n\n\n

Of course, we know that digital and physical experiences aren\u2019t the only aspect of the customer journey that luxury retail brands need to pay attention to. Read this report<\/a> if you want to learn more about bridging the experience gap and how to improve personalization and emotional intelligence in the new luxury retail age.<\/p>\n","protected":false},"excerpt":{"rendered":"

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping. This once a year occasion means customers are looking for the perfect gift for someone special\u2014and the best deals they can find for the best and most luxurious products on Read more…<\/a><\/p>\n","protected":false},"author":30,"featured_media":37118,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[152],"tags":[92,779,780],"industry":[30],"class_list":["post-37117","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-digital-experience","tag-luxury-brands","tag-seamless-experience","industry-retail"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/37117","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=37117"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/37117\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/37118"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=37117"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=37117"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=37117"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=37117"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}