Eptica

FEBRUARY 26, 2016

Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves. How can the physical store environment distinguish itself from an online experience?

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Joe Rawlinson

AUGUST 9, 2017

In an economy where customer experience is key to staying ahead of the competition, these numbers mean most companies need to improve their customer service to avoid losing sales to rivals. IBM’s findings also recommend making more use of technology to add value to customers’ interactions with your e-commerce business.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. This is by design. with a rating scale from 1 to 5.

Survey 56

Survey Measurement Customer Experience Effort Score 56

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. This is by design. with a rating scale from 1 to 5.

Survey 40

Survey Measurement Customer Experience Effort Score 40

delighted

NOVEMBER 19, 2019

It’s also fair to say that a mix of factors — the rise of ecommerce plus the increased operational costs of leasing land for a traditional brick-and-mortar store — have a lot to do with it. Even with the rise of ecommerce and shuttering of retail incumbents, the in-store experience can still be a gamechanger for your company.

Retail 40

Retail Feedback Survey Ecommerce 40

Responsetek

MAY 8, 2018

What aspects of the customer experience are most important to our organisation? Should we focus on retail experience, online experience, or call centre experience? The instant that a customer interacts with your company, that interaction is converted to a “moment of truth”. Industry Story – Strategy.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Pointillist

JUNE 15, 2018

Customer retention starts with the first customer interaction and continues throughout the customer’s entire relationship with your organization. Most ecommerce businesses retain fewer than 20% of their customers. In retail and eCommerce, the focus of retention is on creating engaged customers that return to shop with you again.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Eptica

DECEMBER 11, 2015

Alternatively they could contact the retailer via email, social media or chat, unnecessarily adding to the volume and cost of incoming interactions at the busiest time for customer service teams. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Self Service 48

Self Service Customer Service Social Media Retail 48

LiveChat

DECEMBER 6, 2017

A customer journey map is a way to graphically present the whole experience of your customer when he interacts with your business. The purpose of the customer journey map is to identify: key interactions of your customer with your business. 3) Customer support/sales. how you can improve their online experience.

Customer Journeys 44

Customer Journeys Touchpoint Social Media Infographics 44