ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

Maru Group

JUNE 2, 2022

Based on this experience, Olga’s enthusiasm for the purchase was unsurprisingly diminished. While the retailer was working to make the customer journey a “total experience” they only managed a frustrating and inconsistent one at this point. It’s not enough to offer online ordering. The brand failed to adapt and innovate.

e-support 83

e-support Customer Experience Retail Touchpoint 83

Maru Group

DECEMBER 18, 2018

Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. Maru/edr Retail Benchmark 2018 leaders. What makes ASOS’s online experience so great?

Retail 40

Retail Touchpoint Fashion Comparison 40

Lumoa

JULY 17, 2023

They expect brands to anticipate their needs and provide a tailored experience. According to Accenture Interactive’s Pulse Check report, 91% of consumers are likely to shop with brands that recognize them, remember previous transactions, and provide relevant offers and recommendations. But that’s not all.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

inQuba

JUNE 30, 2020

The Limitations of Journey Mapping for Customer-Obsessed Brands. The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. Brands are turning to the relatively new practice of Customer Journey Analytics (CJA) as a solution.

Customer Journeys 98

Customer Journeys Analytics Touchpoint Consulting 98

delighted

NOVEMBER 19, 2019

With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. But honestly, many customers have little faith that brick-and-mortar retailers understand them. Why is this?

Retail 40

Retail Feedback Survey Ecommerce 40

SurveySparrow

FEBRUARY 9, 2024

For some, it could be the desire to find an alternative or enhance an already existing experience. But if they are considering your brand, it means they think your product or service has exactly what they need. Over 68% of all online experiences begin with a search engine. There are many aspects to it, sure.

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

Maru Group

JANUARY 8, 2019

2018 was an important year for retailers and UK brands. Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history.

Customer Experience 56

Customer Experience Retail Customers Brands 56

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer.

Customer Experience 60

Customer Experience Airlines Banking Retail 60

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Sent on a regular schedule, NPS surveys generate a metric you can monitor over time to ensure your company is delivering a continually improving customer experience.

Survey 58

Survey Measurement Customer Experience Effort Score 58

SurveySparrow

SEPTEMBER 20, 2021

Qualtrics XM is a leading experience management software for customers, employees, products and brands. For startups that are just getting into experience management, their free survey account is recommended. Brand tracking studies. Brand tracking. VoC Multi-touchpoint feedbac. Online and offline surveys.

Omni-Channel 52

Omni-Channel Software Tools Management 52

CXApp

OCTOBER 10, 2017

On the other side of that equation, it opens up many opportunities for brands and businesses to deliver targeted, efficient, and optimized experiences. Through retailers such as Amazon, for instance, it enables systems to recommend new or potential products, get feedback, and much more.

Customer Experience 40

Customer Experience Social Media Retail Chatbots 40

Eptica

JANUARY 22, 2016

This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. This polled 1,000 US and 1,000 British consumers on Cyber Monday about their experience of online customer service during the holiday shopping season. In store 40% were unhappy with the service they received.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Pointillist

JUNE 15, 2018

For a grocery retailer, he says, 70% of active customers exhibit repeat purchase activity within a two-week period. In retail and eCommerce, the focus of retention is on creating engaged customers that return to shop with you again. Telecom brand O2 uses analytics and takes a journey-based view to improve customer retention.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Sent on a regular schedule, NPS surveys generate a metric you can monitor over time to ensure your company is delivering a continually improving customer experience.

Survey 40

Survey Measurement Customer Experience Effort Score 40

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. In-store moments that matter.

Retail 34

Retail Travel Multi-Channel Fashion 34