Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. How is your retail brand positioning itself to compete within these rapidly-shifting parameters?

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

FEBRUARY 13, 2018

Implement mystery shopping programs to monitor the way these third-party retailers are selling your product within their different store locations. When entering into this partnership, it is important to understand how the third-party retailer plans on displaying your product.

Retail 79

Retail Voice of Customer Brands Sales 79

Second to None

JULY 3, 2018

One industry in which understanding how third-party brands present your product is essential to success is the retail paint industry. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Case Study 54

Case Study Retail Study Comparison 54

Second to None

JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. If your luxury retail brand has never conducted a measurement program like mystery shopping in the past, it may be missing out on some key pieces of CX data.

Retail 63

Retail Brands Omni-Channel Fashion 63

Second to None

SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. The post Is Your Retail Brand Measuring Performance Across Different Locations?

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

SEPTEMBER 11, 2018

As these technologies become even more ubiquitous, optimized online touchpoints are now of paramount importance for any retail brand hoping to possess a leading omnichannel platform. Develop a digital identity that contributes to your overall brand experience by providing a unique value and reducing as much customer effort as possible.

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Second to None

SEPTEMBER 21, 2018

As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. In the retail industry, there are a few major changes that are drastically impacting the industry landscape.

Retail 54

Retail Consumers Brands Trends 54

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. This is especially true for those in retail due to the necessity to balance in-store and online resources. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Second to None

MARCH 22, 2018

The ongoing battle between brick-and-mortar stores and online retail is now on more even ground than ever before. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace. 1,2,3: [link].

How To 81

How To Retail Leadership Guidelines 81

Second to None

MAY 24, 2018

Retail organizations can gain an advantage by training in-store associates to simply acknowledge each and every guest with a greeting statement when they enter and depart your brick-and-mortar location. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Apparel 86

Apparel Competitive Advantage Retail Voice of Customer 86

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Second to None

APRIL 26, 2018

This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers. Organizations with high eNPS scores typically will experience higher levels of customer satisfaction and retention.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

OCTOBER 9, 2018

This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. While this approach will help your marketing team down the road, forcing customers to create these profiles can mean 35% of transactions being dropped.[3] It is impossible to eliminate cart abandonment completely.

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Customer Guru

JANUARY 30, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Mr. Verma has an experience of 17 years in the Marketing domain across multiple industries such as entertainment, hospitality, and retail.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Second to None

SEPTEMBER 7, 2018

This is especially true for large national or regional retail organizations that have different franchise or independent locations representing their brand in different locations across the country. In the modern business-to-customer retail relationship, the first point of contact is typically made online.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have. Here is where email marketing comes into play.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

OCTOBER 5, 2018

There is a constantly shifting spectrum of consumer desires and expectations and if your team is not learning and adjusting to these trends customers will quickly move on to a brand that piques these evolving interests. One of the latest trends taking place in the online retail brand experience is implementing live chat service windows.

Chatbots 59

Chatbots Ecommerce Voice of Customer Retail 59

Second to None

FEBRUARY 19, 2019

Furthermore, lower costs allow stores to offer lower prices to their customers. With price as as a top factor in the customer experience, offering low-priced PB products will increase customer satisfaction and improve the brand experience. 1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

APRIL 9, 2018

Recently, Sephora has made news by merging their digital and physical retail departments into one omnichannel approach. As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. The decision was a sign of the times, said Laughton.

Brands 54

Brands Retail Loyalty Fashion 54

Second to None

MARCH 5, 2018

To bring this to life, I’d like to shine a light on food retail — perhaps the toughest consumer market in the world, even more so in light of the news in 2017 about Amazon’s acquisition of Whole Foods (a dunnhumby customer) — and show how product-driven strategies and metrics deliver inferior results when you ignore customers.

Brands 54

Brands Retail ROI Metrics 54

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

DECEMBER 14, 2017

Customer intelligence — integration, mining, and analysis of customer data. Internal branding — internal understanding by each employee, supplier, and alliance partner of their specific impact on external customer experience. Customer satisfaction — comparison of customer’s reality versus expectations.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Second to None

MAY 10, 2018

For many major retail brands , the shift towards digital customer engagement has greatly impacted their ability to retain a high number of visitors coming to their brick-and-mortar locations. decrease in retail store sales[1] as a result of this transition to digital channels. 1] [link]. [2] 2] [link]. [3]

Apparel 54

Apparel Retail Voice of Customer Brands 54

ClearAction

DECEMBER 14, 2017

Customer intelligence — integration, mining, and analysis of customer data. Internal branding — internal understanding by each employee, supplier, and alliance partner of their specific impact on external customer experience. Customer satisfaction — comparison of customer’s reality versus expectations.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

APRIL 11, 2018

. “Brands,” Johnson said, “focus so much on external audiences but they forget about the people who prove or disprove their commitment to customer service.” ” Johnson finds a strong positive relationship between employee satisfaction and customer satisfaction.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Second to None

MAY 22, 2018

This is an effective approach because you know that these individuals want to make a purchase, but it is important to tread carefully, and not overflow these customers with more options if they are trying to make a purchase and leave your store.

Apparel 54

Apparel Voice of Customer Brands Sales 54

Second to None

FEBRUARY 19, 2019

Furthermore, lower costs allow stores to offer lower prices to their customers. With price as as a top factor in the customer experience, offering low-priced PB products will increase customer satisfaction and improve the brand experience. Enterprise Retail Grocery Report October 2018. Knowledgeable Staff.

Industry 48

Industry Brands Rewards Programs Loyalty 48

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Second to None

APRIL 10, 2018

For large-scale, national or regional brands, it is important that leadership has actionable information about the way that employees are interacting with customers within individual locations. For brands in the restaurant or retail space, new menu items and products can serve as an experiential event for both returning and new customers.

Healthcare 54

Healthcare Leadership Ecommerce Guidelines 54

Second to None

FEBRUARY 19, 2018

Companies that think they’re good at listening to their customers often pay attention to the wrong things. For example, a retailer might look at purchase history as a window into future customer needs, but fail to consider context or other attributes. Retailers should be doing the same thing.”.

Retail 59

Retail Brands Consumers Guidelines 59

Second to None

FEBRUARY 21, 2018

Consumers now move seamlessly between the physical and digital in all aspects of their lives, and nowhere more so than retail. We need to make sure that, in partnership with our retail and our channel partners, we deliver the best omnichannel experience. The demarcation between the physical channel and the digital channel is gone.

Omni-Channel 54

Omni-Channel Brands Retail Consumers 54

Storyminers

JULY 29, 2016

Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. The insights from those conversations will guide the development of the retailer needs engaging content that provides new ideas and insights relevant to the category.

B2C 124

B2C Customer Retention Strategy Brands 124

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120