--- title: "Infographic: What Makes a Great Customer Experience in Wireless Retail?" date: 2023-02-14T00:00:00-08:00 author: Ash Kreider canonical_url: "https://www.iqmetrix.com/blog/what-makes-a-great-customer-experience-in-wireless-retail" section: Blog --- - [ ](http://twitter.com/iQmetrix) - [ ](https://www.facebook.com/pages/iQmetrix/167877886558671) - [ ](http://www.linkedin.com/company/iqmetrix) - [ ](http://www.youtube.com/user/iQmetrixCorp) - [ ](https://www.instagram.com/iqmetrix/) [Back](https://www.iqmetrix.com/resources/blog) ## Today’s consumers are loyal to experiences, not brands. Businesses that want to remain competitive in 2023 need to make customer experience their priority. But in a market where consumer expectations are changing faster than ever, what does excellent customer experience look like? ## What makes a great customer experience? The importance of CX to wireless retail shouldn’t come as a surprise. For years, study after study has shown that great customer experience leads to increased customer spending, customer loyalty, and customer advocacy. But what should businesses focus on to ensure they’re able to provide that great customer experience? [Research by PwC](https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html) cites five major factors to creating great CX: consistency, trust, convenience, speed, and personalization. ![](data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAgAAAAVAQMAAABBiT2NAAAAA1BMVEUAAACnej3aAAAAAXRSTlMAQObYZgAAAAlwSFlzAAAOxAAADsQBlSsOGwAAAAxJREFUCNdjYCAWAAAAKgABs8JrHAAAAABJRU5ErkJggg==) ### *Consistency* - [54% of consumers](https://www.propelsoftware.com/lp/what-customers-want) would stop doing business with a brand after one bad experience - [**88%** of consumers](https://www.salesforce.com/news/stories/customer-engagement-research/) think the experience a company provides is just as important as its products or services - [**90%** of consumers](https://www.businesswire.com/news/home/20141023005678/en/Ninety-Percent-of-Holiday-Shoppers-Expect-Consistent-Brand-Experiences-Across-Channels-and-Devices-According-to-SDL-Survey) expect a consistent experience across all channels Businesses can’t afford to take their customers for granted, because today’s consumers are loyal to experiences, not brands. It’s not enough to provide a good customer experience most of the time. You must provide a great customer experience every time. ### *Trust* - [46% of consumers](https://www.salsify.com/resources/report/content-2022-salsify-consumer-research-the-value-of-building-brand-trust) surveyed in the U.S. say that they would pay more to purchase from brands they can trust - [47% have switched brands](https://www.propelsoftware.com/lp/what-customers-want) to a competitor that matches their stance on social issues such as diversity or environmental sustainability - [96% of consumers](https://www.salesforce.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-fifth-ed.pdf) say excellent customer service builds trust Consumers want to trust the companies they do business with; many are willing to either switch brands or pay more for goods and services in order to do business with a brand they feel they can trust. Businesses build trust not only with excellent customer service, but also by demonstrating a commitment to shared values. ### *Convenience* - [**66%** of shoppers](https://www.smartinsights.com/ecommerce/customer-experience-examples/convenience-is-driving-e-commerce-growth-and-influencing-consumer-decisions/) are willing to pay more if there is an option to make their purchase more convenient, such as delivery or curbside pickup - [**71%** of shoppers](https://v12data.com/blog/25-amazing-omnichannel-statistics-every-marketer-should-know/) say it’s important or very important to be able to view inventory information for in-store products More than anything, businesses that want to succeed cannot waste their customers’ time. Consumers need service that works with their schedule, and are willing to pay more to get it: ### *Speed* - [**74%** of consumers](https://www.qminder.com/blog/queue-management/cost-customer-service-wait-times/) will go to a competitor’s store if they think the queues are shorter there - [**73%** of customers](https://www.ptechpos.com/5-ways-to-boost-customer-experience-using-retail-pos-system/) will leave without making a purchase if they have to wait more than five minutes. We all know someone who’s had a miserable experience buying and activating a new phone because they had to spend 45 minutes, an hour, or more in-store. Such long transaction times tie up staff, resulting not only in lower customer satisfaction, but also lost potential sales from people who don’t want to wait in long, slow lines. ### *Personalization* - [56% of consumers](https://www.salesforce.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-fifth-ed.pdf) expect offers to be personalized 100% of the time - [49% of Canadian consumers](https://www.capgemini.com/wp-content/uploads/2022/01/CRI_What-matters-to-todays-consumer_Final-Web.pdf) are willing to share data with brands on how they use products - [73% of consumers](https://www.salesforce.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-fifth-ed.pdf) expect organizations to understand their personal needs and expectations Even with growing awareness of data privacy, many consumers want to be able to share data with brands they do business with, in order to get personalized experiences. They become frustrated when businesses aren’t capable of meeting that expectation. - [ Learn more ](https://www.iqmetrix.com/intelligent-commerce/activations/activation-platform) - [ ](http://twitter.com/iQmetrix) - [ ](https://www.facebook.com/pages/iQmetrix/167877886558671) - [ ](http://www.linkedin.com/company/iqmetrix) - [ ](http://www.youtube.com/user/iQmetrixCorp) - [ ](https://www.instagram.com/iqmetrix/) Subscribe to our newsletter You have opted out of some cookies, meaning that our demo form is not available to you. Please email sales@iqmetrix.com or call us on 1.866.476.3874 to get started. Related Stories [Native vs. Browser-Based POS: Which is Better for Telecom Retail?](https://www.iqmetrix.com/blog/native-vs-browser-based-pos-which-is-better-for-telecom-retail) [The Store of the Future Is Here and It Is Changing Everything](https://www.iqmetrix.com/blog/the-store-of-the-future-is-here-and-it-is-changing-everything) [SummitX 2024: Does Retail Matter? Essentials and Advance Strategies for Physical Wireless Retail](https://www.iqmetrix.com/blog/summitx-2024-does-retail-matter-essentials-and-advance-strategies-for-physical-wireless-retail) ### Related Stories [ ![](data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAA8AAAAIAQMAAAAcHTexAAAAA1BMVEUAAACnej3aAAAAAXRSTlMAQObYZgAAAAlwSFlzAAAOxAAADsQBlSsOGwAAAAtJREFUCNdjYMAOAAAYAAFNB2pIAAAAAElFTkSuQmCC) ](https://www.iqmetrix.com/blog/native-vs-browser-based-pos-which-is-better-for-telecom-retail) [ ![](data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAA8AAAAIAQMAAAAcHTexAAAAA1BMVEUAAACnej3aAAAAAXRSTlMAQObYZgAAAAlwSFlzAAAOxAAADsQBlSsOGwAAAAtJREFUCNdjYMAOAAAYAAFNB2pIAAAAAElFTkSuQmCC) ](https://www.iqmetrix.com/blog/the-store-of-the-future-is-here-and-it-is-changing-everything) [ ![](data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAA8AAAAIAQMAAAAcHTexAAAAA1BMVEUAAACnej3aAAAAAXRSTlMAQObYZgAAAAlwSFlzAAAOxAAADsQBlSsOGwAAAAtJREFUCNdjYMAOAAAYAAFNB2pIAAAAAElFTkSuQmCC) ](https://www.iqmetrix.com/blog/summitx-2024-does-retail-matter-essentials-and-advance-strategies-for-physical-wireless-retail)