Your products are good. Your prices are competitive.
But sales are stalling. Competitors are popping up overnight. And your loyal customers? They’re not so loyal anymore.
Welcome to modern retail, where standing out has less to do with what you sell, and everything to do with how you make people feel.
Why great CX is your best bet
Let’s say you’re running a growing retail brand. You’ve nailed logistics, your prices are fair, and your team is solid. But growth plateaus. Ads cost more. New players undercut you.
Then a frustrated customer leaves a review:
“I love the products… but the service feels robotic. No one really listens.”
That’s the wake-up call.
Because in today’s market, price and product are easy to copy. Experience is not.
In fact, loyal customers account for 65% of retail revenue and spend 67% more per purchase!
At Resonate CX, we see firsthand how real-world feedback and insights turn good businesses into great ones. We are committed to helping organisations understand and elevate the customer journey, and we use real-time feedback and insights to help companies stay ahead. Let’s look at how great CX has earned its place as a major differentiator for modern businesses, and why getting it right can give your business a lasting edge.
How to make a differentiated customer experience
1. Understanding Customer Needs (Empathy)
Exceptional CX begins with a genuine effort to understand your customers—not just what they buy, but why they buy it. This means listening to feedback, analysing behaviour across channels, and identifying the pain points that matter most. It’s also never a good idea to hinge your customer support so much on automated solutions like AI chatbots that you forget the human touch. Recent studies have even found that 77% of consumers would still rather speak to a human representative for complex concerns. This underscores the importance of empathetic, human-centred service. When customers feel heard, they’re more likely to trust your brand and stick around.
2. Personalisation
Customers will always notice the effort you put into tailoring their experiences according to their individual needs. KPMG’s 2024 Customer Experience Excellence report highlights that personalisation is, in fact, the biggest determinant of customer loyalty (23.1%), which only highlights how a tailored experience can keep customers coming back. This can come in the form of product recommendations, relevant messaging, or customised support, and it is one of the best ways to show that you value your customers’ time and attention.
Personalisation can also be a catalyst for stronger emotional connections. Using tools like dynamic feedback analysis or behavioural segmentation makes it easier to deliver personal touches, even at scale.
3. Seamless and Consistent Experiences
Ever had a seamless online experience ruined by poor in-store service? Yeah, your customers hate that too. A fragmented journey is one of the quickest ways to erode trust. On the other hand, consistency across touchpoints sends the message that your business is both professional and reliable. Smart investments in systems that unify these experiences can eliminate confusion, reduce friction, and ultimately strengthen brand perception–and the numbers exist to prove it. Current data from Invesp indicates that 90% of consumers now demand a seamless experience across all platforms. Any inconsistencies here will only frustrate customers and make them more eager to bounce.
4. Proactive Engagement
The best service often happens before a customer even asks for it. Anticipating needs—like flagging an issue before it becomes a complaint or suggesting a relevant add-on—can elevate your CX from reactive to remarkable. Customer support outsourcing company Helplama, for one, performed a wide-ranging survey of US consumers and found that as many as 83% said they expected companies to self-diagnose any issues related to their products and services. These respondents also said that they preferred said companies to contact them proactively instead of waiting for them to get in touch.
Proactive engagement means being helpful in the moments that matter most, and you can be assured that your customers will appreciate this rather than find it intrusive. Platforms that offer capability to close the loop are very powerful.
5. Empowered Employees
Your team is often going to be the face of your brand. Their ability to deliver great experiences depends on how well-equipped and engaged they are. Employees who understand the customer journey and feel trusted to act on it are more responsive, empathetic, and motivated. There’s even research by EWF International to show that empowered employees will often be more actively committed to delivering top-tier service. Give them with the right training, tools, and feedback channels, and they’ll quickly turn every interaction into an opportunity to impress.
6. Speed and Efficiency
Customers’ time is at a premium these days, so they’re more likely to remember businesses that work fast, with minimal friction. You’ll readily enter their good graces if you can manage to resolve issues and complete transactions as quickly as possible. Streamlined service systems, self-service options, and automation can all play a part in cutting down response times. Most importantly, customer experience professionals themselves are essentially united on the value of speedy service. In one report, 52% of CX practitioners surveyed cited customer expectations for fast or instant service delivery as a major factor in their CX planning.
7. Building Trust and Transparency
You don’t build trust with a customer overnight, but you can certainly lose it in seconds. Clear communication, honest policies, and reliable service lay the foundation for lasting customer relationships. Demonstrate your integrity and accountability by committing to being transparent at all times, especially when something goes wrong.
There’s plenty of current research confirming it’s worth it to do so–the numbers today show that up to 75% of consumers consider transparency a major priority, and up to two-thirds are willing to switch to brands that demonstrate it convincingly. When customers know they can count on you, even during hiccups, they’re more likely to return and recommend your brand to others.
In a Crowded Market, Feeling (Customer Experience) Is the Differentiator
The next time you look at churn rates, cart abandonment, or a dip in repeat purchases, ask yourself:
Are we just selling products… or are we building relationships?
Because the most powerful differentiator today isn’t your product. It’s your experience.
