Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Here are 5 customer experience trends that shaped the last year.

Trends 88

Trends Customer Experience Retail Conference 88

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. That’s because smart companies know they’ll be competing on customer experience: Gartner predicts customer experience will overtake price and product as the key brand differentiator.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

Retail 54

Retail Brands Fashion Voice of Customer 54

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations.

Retail 49

Retail Customer Experience Innovation Conference 49

Clarivate

APRIL 18, 2024

In 2024, watch as the global trendsetter brings to bear its technological expertise combined with a captive Prime membership, brand recognition, and national employer buy-in to re-envision healthcare that truly works around the patient. The post How retailers and “payviders” are disrupting U.S.

Healthcare 52

Healthcare Retail Hospitality Insurance 52

Oracle

FEBRUARY 20, 2019

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” ” From extended reality and actionable artificial intelligence to autonomous checkout, hear about 10 of the hottest retail trends and technologies they see making a difference in shopping experiences this year.

Retail 89

Retail Trends Competitive Advantage Consulting 89

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. According to Steve Olenski , contributor for Forbes, many brands don’t think about reputation management until a company crisis occurs.

Brands 104

Brands Marketing Social Media Sports 104

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Kayako

FEBRUARY 14, 2018

In 2018, the vast majority of products on the market are pretty similar. That’s the job of your product and brand. They give retailers a mechanism to better understand customers. Sixty-four percent of retailers surveyed credit their loyalty programs as the most effective method for connecting with customers.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

Solvvy

SEPTEMBER 17, 2018

But for retailers, the most wonderful time of the year is already here. With the holidays fast approaching, retailers are busy preparing for the time when customer support volume rises by as much as 42%. Tip 2: Scale your support team without increasing headcount.

Retail 54

Retail Tips Self Service Customer Satisfaction 54

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. We can segment by brand, by women, by men and so much more.

How To 113

How To Groups Customers Innovation 113

Oracle

DECEMBER 14, 2018

In fact, according to the 2018 Deloitte holiday shopping study, “57% of this year’s holiday dollars will go through online channels, with in-store capturing 36% of spending.” ” The online shopping experience is evolving in 2018, and retailers are competing for the savvy buyer’s attention with these 3 trends.

Trends 74

Trends Consumers Retail Sports 74

ijgolding

AUGUST 3, 2018

In April 2018 I wrote an article for my column in customerthink – it was called ‘Transform or Die! I wrote the following: Retail, in general, is an industry that contains companies completely failing to continually reassess their ‘why’, as marketing guru Simon Sinek would say.

Case Study 191

Case Study Retail Study Policies 191

Hero Digital

DECEMBER 11, 2018

But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. Enter your brand. Reassurance. Confidence.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Oracle

FEBRUARY 26, 2018

For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture. Now, in 2018, the excitement that surrounded big data has worn off.

Analytics 90

Analytics Data Fashion Retail 90

ShepHyken

MAY 11, 2018

In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. Brick-and-mortar moves online and vice-versa: Traditional and digital retail is joining hands and lines are getting thinner by the day.

Trends 98

Trends Customer Service Video B2B 98

Kustomer

MAY 22, 2019

What are the core principles of a modern retail customer experience ? Direct-to-consumer retail brands use owning the design, marketing, distribution, and support of their products to build deep relationships with consumers. Luckily, Kustomer works with many of the leading DTC brands. GiveMore #Donate #DoGood #Change.

Retail 45

Retail Brands Apparel Self Service 45

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Customers choose retailers with optimal prices. billion, in 2018, its AI-driven earnings are impressive. Definitely, no.

Retail 103

Retail Customer Experience How To Ecommerce 103

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation Trends Ecommerce 74

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. This is something that we see gathering pace in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? This could be by serving behind the counter if you have a retail outlet. This is a dangerous strategy, as I explain in “Are you on the way to brand heaven or hell?” If not read “How do people recognise brands?”

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. billion U.S.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Maru Group

NOVEMBER 27, 2018

Black Friday 2018 has delivered less than expected. While UK retailers saw an estimated £7billion of online sales over the weekend, it’s less than the £8.1billion estimated by online retail trade body IMRG back at the beginning of the month. Retailers must find a clear balance in their Black Friday strategies.

Retail 40

Retail Sales Feedback Strategy 40

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. My Comment: The 2018 customer service and experience predictions continue to roll in.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

DECEMBER 31, 2018

Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. So, it is imperative that all brands focus more on the customer. They Shouldn’t Have To by Greg Hanover.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95

Oracle

OCTOBER 16, 2019

Successful ecommerce efforts have similar traits: new customers are acquired, while loyal ones are retained; personalization is on target, and brand awareness is on the rise. However, despite digital retail marketers working quickly and efficiently to reach those objectives, significant challenges stand in the way. Aging technology.

Ecommerce 54

Ecommerce Retail Social Media Report 54

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

ShepHyken

DECEMBER 3, 2018

How the leader in the cockpit builds a brand by Alaina Love. 4 Negotiation Strategies for Managing Difficult Retail Customers by Dean Kaplan. Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business.

Customer Service 101

Customer Service Retail Airlines Social Media 101

Maru Group

NOVEMBER 21, 2018

Black Friday has already begun with the first online retailers starting to promote deals a week in advance. How Did Retail Fare in 2017 on Black Friday? Deeper analysis shows that ‘bargain hunters’ often flood sites looking for the best deals and often have little to no affinity to the retailer they’re shopping with.

Net Promoter Score 40

Net Promoter Score Retail Analysis Trends 40

inmoment

OCTOBER 25, 2018

Last week, I covered findings from InMoment’s 2018 US Retail CX Trends Report that discussed how brands can earn their customers’ trust. We started by asking about the object of consumers’ loyalty: do they feel more connected to brands, or to they tend to gravitate to specific products or services? So what does this mean?

Retail 75

Retail Loyalty Trends Consumers 75

Prophet

OCTOBER 22, 2018

As the convergence of offline and online shopping accelerates, it’s clear that for today’s consumers, their preferences for the retailers they shop doesn’t just come from what they buy, but more and more its driven by how they buy it.

Retail 40

Retail Customer Experience Consulting Brands 40

NetBase

JULY 8, 2020

Brand strategy planning requires accurate and transparent consumer and market intelligence , or you’re starting at a deficit. And our recent report on The Importance of Market Insight for Brand Strategy pairs well with our 2020 Report on How Social Analytics is Important to Brand Management for this purpose.

Brands 70

Brands Analytics Report Consumers 70

ShepHyken

JULY 30, 2018

They act as a lasting first impression of your brand or business. 5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover. My Comment: Retailers are recognizing the power of combining online and brick-and-mortar strategies. Why is customer service training so important? by Flow XO.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

NOVEMBER 12, 2018

As we head toward “cashless retail,” other companies are stepping up, and one of them is 7-Eleven. Chief Marketer) By 2020, the customer experience is expected to overtake price and product as a key brand differentiator. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

Maru Group

NOVEMBER 2, 2018

Brands and businesses operating in the UK are facing an uncertain time. In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. People’s expectations of brands and businesses will be on the rise.

Customer Experience 149

Customer Experience ROI Travel Fashion 149

ShepHyken

JUNE 17, 2018

Retail Customer Experience) A retail business can never be immune from complaints. My Comment: While this article has a retail focus, there is something here for every business. 4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Four tips that will make your brand stand out.

Customer Service 83

Customer Service Airlines Tips Retail 83

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. Customer Experience in 2018 Will Cater Toward Achieving Emotional Loyalty. Technology once held the promise of closing the distance between brand and customer,” according to Forrester. The distance grows again.

Customer Experience 58

Customer Experience e-support Customers Study 58