NEW CUSTOMER EXPERIENCES

Are you ready to
upgrade the customer experience?

Be ready for what’s next with

new
customer
experiences

The line between online and offline shopping is growing increasingly blurry. Seventy-three percent of customers now describe themselves as “channel agnostic.”1

NEW CUSTOMER EXPERIENCES

and to deliver a frictionless customer journey across
all channels.

Marketers must adopt an omnichannel mindset to be ready for people’s changing behavior both today and tomorrow,

NEW CUSTOMER EXPERIENCES

HELEN LIN


CHIEF DIGITAL OFFICER, PUBLICIS

Omnichannel is about convenience —
providing a seamless experience wherever
the customer is.”

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Today’s leading brands
pay just as much
attention to their digital storefronts as they do to their real-life locations.

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of shoppers will visit a brand’s website during their purchase journey.2

55%

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Our goal was to put
the customer back in control of the buying process. We designed the experience to put the auto shopper in the driver’s seat — to introduce more transparency, and elevate the customer experience.”


CO-FOUNDER AND CHIEF BRAND OFFICER,
CARVANA

RYAN KEETON

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and to set the foundation for long-term relationships.

Apps are one way to be ready to engage with your customers today,

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The first-party data they allow brands to collect can help spot trends and

generate more customer value.

and buy 34% more items.3

buy 33% more frequently,

They spend 37% more,

Studies show that app customers are more loyal than non-app customers with the same retailer.

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Customers increasingly expect brands to offer novel technological solutions

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that enhance the shopping experience.

TIFFANY ROLFE


GLOBAL CHIEF CREATIVE OFFICER, R/GA

The role of the brand is about helping customers become their ‘next-best selves’ by providing valuable experiences that empower them to live happier, more fulfilled lives.”

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NEW CUSTOMER EXPERIENCES

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94% higher conversion rate than products without that content.6

Shopify found
that products advertised with virtual reality or augmented reality content saw a

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NEW CUSTOMER EXPERIENCES

Customer behavior is rapidly evolving,

but so are marketing solutions that help businesses stay vigilant and ready.

Consumer preferences and technology are always evolving.
When you pair that
with an experience
that hasn’t changed
in 75 years, there’s no clearer indication of an opportunity to innovate.”


CO-FOUNDER AND CEO, CARVANA

ERNiE GARCIA

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The most prescient brands think holistically about the customer journey, offer novel and compelling cross-platform experiences,

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and continually reinvent the shopping experience for the better.

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