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What do traditional retailers own or control?

The building
The inventory
The relationship with vendors
Data about who is shopping and how they shop
Trust with vendors, customers, employees and landlords

And now you can see the problem.

When retailers move online, the things they used to own are either eliminated or transformed.

And many retailers, in their eagerness to compete on price and their focus on selling things that everyone else is selling end up failing to build much of anything.

Permission–the privilege to not only deliver anticipated, personal and relevant messages to people who want to get them, but the ability to work with customers toward something better–is at the heart of every retailer’s future.

But many are so busy spamming about this week’s promotions that they forgot to earn much of anything.

Are you creating inclusive experiences for your customers? Many companies aren’t. At Forrester, we recently published research on inclusive language in CX. Let me be the voice of users and demonstrate the frustration that the lack of inclusive language can cause: “There is no open box to identify yourself. Ticking ‘other’ is alienating; therefore, if…
The post Five ways to use and promote inclusive language in CX appeared first on Customer Experience Magazine.