Navigating the Social Commerce Landscape, Part 2

Striving for a customer experience that's seamless through multiple touchpoints should be a primary goal for retailers as the increased combinations of interactions with your brand and products continue to evolve.

Bob Thompson, CEO of CustomerThink.com, coined the phrase “touchpoint amnesia” to signify the problem of customers having to repeat themselves as they move from one touchpoint to the next. Thompson’s research revealed that these experiences left customers 50 percent less likely to recommend a company with which they had undergone "touchpoint amnesia." Moreover, their purchase rates were 24 percent to 35 percent lower.