According to a new report from Boston Retail Partners (BRP), 81 percent of retailers using social media to engage with customers indicate that their processes need improvement.
The report explored five key areas where retailers can use social media to improve the customer journey:
Experience: Sixty-nine percent of retailers see opportunities to make use of social media to enhance the customer experience. While social media can influence shoppers’ purchase decisions and personalize their shopping experiences, retailers remain uncertain how to best use it, according to BRP’s recent surveys. . . more