Digital retail subscription services face several customer experience (CX) challenges, including customer acquisition and retention, personalisation, user experience and subscription fatigue. To overcome these challenges, subscription services need to provide a personalised and seamless user experience, continuously attract and retain customers, and overcome “subscription fatigue.”
In terms of people challenges, digital retail subscription services must hire and retain talent, manage employee workloads, and balance cost-saving measures with providing a high-quality customer experience. Finding and retaining the right employees and managing their workloads is critical to maintain operations and growth. Balancing cost-saving measures with customer satisfaction is also crucial to maintain customer loyalty.
Subscription services trend report
Subscription services are becoming increasingly popular, and there is data to support this trend. According to a report by McKinsey & Company, subscription-based models are growing at a faster rate than traditional retail, and the global subscription economy is estimated to reach $500 billion by the end of 2023.
The report also found that the growth of subscription services is driven by several factors, including:
- Increased Customer Engagement: By having a recurring relationship with customers, subscription services can increase customer engagement and loyalty, leading to higher customer lifetime value.
- Convenience: Subscription services offer customers the convenience of having products and services delivered directly to them on a regular basis, without the need to make repeated trips to a store or spend time browsing online.
- Personalisation: Many subscription services offer personalised experiences, such as customised product recommendations, tailored to the customer’s preferences and behaviour.
- Cost Savings: In some cases, subscription services can offer cost savings compared to purchasing products individually, especially for products that are used frequently.
Transform Subscription Services with the right CX Solution
Fashion Subscription Services:
In the world of fashion subscription services, providing exceptional customer experience (CX) solutions can be transformative. By offering personalised styling services, subscribers can receive clothing and accessories based on their preferences. Additionally, access to support and advice at their fingertips can enhance their experience. Clothing rental services that offer rotating selections of clothing and accessories, like Rent the Runway, can also be appealing. Overall, incorporating CX solutions into fashion subscription services can make a significant difference in customer satisfaction and retention.
Sports Subscription Services:
UK sports fans can enjoy a range of subscription services that offer access to live and archived events, as well as other content and programming. Among these services are Sky Sports, which offers a variety of subscription options for football, cricket, rugby, F1 and more. Fans of boxing and MMA can subscribe to the DAZN platform for access to live events, while the Premier Player service provides access to live and archived rugby games from the Gallagher Premiership and European competitions. Having the right CX solution in place has the potential to transform Sports Subscription Services in the way fans engage with their provider, ensuring a more personalised and interactive experience.
The trend is growing and there are now many other companies offering similar services in these and other markets.
Where can Quantanite support
At Quantanite, we believe that customer satisfaction is the key to success. That’s why we approach every project with a customer-centric mindset, putting the needs and desires of our clients at the forefront of everything we do.
Our goal is to deliver a seamless and personalised customer experience that exceeds expectations and drives results. With a team of experienced professionals and a commitment to excellence, we are dedicated to helping digital retail, subscription service and ecommerce companies succeed.
Quantanite can support these subscription services in various ways:
- Customer Service: we can offer a high-quality customer service experience that offers 24/7 support, timely responses, and effective problem resolution, we can ensure that customers have a positive experience and are more likely to continue their subscription.
- Flexible support to ensure we’re on hand for that next game for that special occasion outfit.
- Empowering Our Team: Our team will seamlessly integrate with your brand, embracing your values and providing exceptional customer service to your clients with confidence and professionalism.
- Operations: support the operational aspects, such as order processing, and returns management, freeing up time and resources for them to focus on core business activities.
- Technology: we can overlay our technology to support and enhance the customer experience to improve the subscription process, and increase customer engagement and satisfaction.
- Marketing: Assist with targeted marketing campaigns, leading your proactive customer contact strategy to reach the right customers at the right time “how was your experience”.
By having an efficient and effective operational process, CX can help your company scale and grow your business, leading to increased customer satisfaction and revenue. By utilising these services, you can help improve your operations, customer experience, and overall business performance, leading to increased customer satisfaction and loyalty.
To learn how Quantanite can improve your company’s Customer Experience Management contact us today.