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

Kayako

SEPTEMBER 20, 2018

In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. Make Use of Voice of Customer Data. In order to understand and improve the customer experience you are currently providing, you need to make use of VoC data.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Feedbackly

AUGUST 29, 2018

Amazon was founded in 1994 as an online retailer focusing on only 5 types of products: Books, CDs, videos, computer hardware and computer software. Much like Walmart has done and continues to do in the retail space. This means that retailers like Asos, Forever 21, H&M, etc., Amazon’s Growth. Fast Shipping.

Customer Journeys 76

Customer Journeys Ecommerce Competitive Advantage Fashion 76

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. What is a customer journey map? Why create a customer journey map?

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. The challenge and the desire to make a difference in creating a customer-oriented culture. Customer Journey Mapping is underutilized.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

Oracle

MARCH 7, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Ready to register now for Modern Customer Experience 2018? Over 80 of these sessions will focus specifically on commerce trends and technologies.

Customer Experience 49

Customer Experience Chatbots Omni-Channel Loyalty 49

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. In 2018, I flew 127 times. You guessed it – KLM.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

PK

JULY 25, 2019

Events have the potential to be a highlight in your customer journey and communicate your brand values in a memorable way. Retailers that have a footprint in the physical retail landscape are perfectly positioned to take full advantage of the power of in-person events. Apple: Today at Apple. Arc’teryx: Arc’teryx Academy.

Retail 49

Retail Loyalty Fashion ROI 49

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

CX University

MAY 23, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers. In the 2018 Customer Experience Conference at the Conference Board, observations from 112 senior practitioners were recorded.

Customer Journeys 52

Customer Journeys Conference NPS Video 52

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Enhance the quality of omnichannel support with enhanced customer interactions. .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

ijgolding

MAY 21, 2018

Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Retail, in general, is an industry that contains companies completely failing to continually reassess their ‘why’, as marketing guru Simon Sinek would say.

Retail 186

Retail Leadership Case Study Financial 186

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. Brands are going to have to make a real effort to be transparent with customers in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Oracle

DECEMBER 2, 2019

In an age where consumer expectations have kept pace with constantly increasing technological capabilities, people have grown so comfortable with online shopping that 35% are making online purchases at least weekly, according to the Pitney Bowes 2018 Global Ecommerce Study. The same Pitney Bowes study found that 56% of U.S.

Retail 40

Retail Ecommerce eBook Social Media 40

Lumoa

NOVEMBER 7, 2022

. #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. One way to ensure your company stands out from the competition is by personalizing the customer experience.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Hero Digital

DECEMBER 11, 2018

For younger consumers, an emotional CX strategy is even more important: 56% of Gen Z customers say that a fun in-store experience influences where they shop. We’ve broken down the underlying emotional motivators behind brand experiences that drive loyalty, including examples in the retail, insurance, and healthcare industries.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Kayako

APRIL 29, 2019

Yes, it’s important to regularly gather customer feedback through research and customer listening, but that doesn’t mean that you can’t also listen to the voice of the employee. These insights can be just as useful to drive ongoing improvements to the customer journey.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Experience Investigators by 360Connext

AUGUST 27, 2019

Digital transformation is about creating a seamless and modern experience for customers, but often involves the uncomfortable phases of updating technology, introducing new processes, or creating new journeys to streamline. This showed up in a big way in retail turnover. Yet we often talk about it like magic.

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Enhance the quality of omnichannel support with enhanced customer interactions. .

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Kerry Bodine

JANUARY 11, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Experience Investigators by 360Connext

NOVEMBER 17, 2020

It was unexpected and customers were sometimes surprised with the milestone themselves. Chewy, a pet supply digital retailer, is known for getting to know their customers and their pets. Customers might receive a surprise of a custom portrait of their furry companions. Fix problems before the customer complains.

How To 372

How To Airlines Social Media Tips 372

Heart of the Customer

FEBRUARY 7, 2019

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

B2B 84

B2B Healthcare Retail Report 84

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Experience Investigators by 360Connext

NOVEMBER 22, 2022

It was unexpected and customers were sometimes surprised with the milestone themselves. Chewy, a pet supply digital retailer, is known for getting to know their customers and their pets. Customers might receive a surprise of a custom portrait of their furry companions. Fix problems before the customer complains.

How To 143

How To Airlines Social Media Tips 143

Kerry Bodine

JANUARY 10, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

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. Falling out of love with discounting.

Customer Experience 56

Customer Experience Retail Customers Brands 56

AskNicely

AUGUST 5, 2018

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. Portland’s most customer-obsessed brands.

Net Promoter Score 150

Net Promoter Score NPS Feedback Brands 150

TechSee

OCTOBER 23, 2018

Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Tools 157

Tools Customer Service Chatbots How To 157

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

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

B2C 137

B2C B2B Customer Experience Culture 137

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Eptica

FEBRUARY 13, 2019

Financial services – leading international customer credit company Situation: Operating across Europe, this brand has 9.3 million customers. It wanted to develop a customer intelligence program that identified issues along the customer journey, enabling it to improve the experience and consequently increase revenues.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Oracle

MARCH 26, 2018

It’s easy to lose sight of ‘human experience’ (HX) and ‘customer experience’ (CX) when you’re dedicating so much of your business’s time and resources to product development. They’re an ethical, “100% vegetarian” cosmetics retailer. Look at the company, Lush.

How To 64

How To Customer Journeys Conference Groups 64

Oracle

MAY 22, 2019

According to Statista , the ecommerce share of all retail sales worldwide amounted to nearly 12% ($2.8 trillion) in 2018. This can add an extra social proof layer to the customer journey. These numbers are growing year over year. For an ecommerce site, SSL and 2FA aren’t just a couple of acronyms.

Ecommerce 93

Ecommerce Touchpoint Retail Sales 93

ijgolding

MARCH 27, 2018

Within the Financial Services industry I quickly learned that process re-engineering can be used to reduce cost or sell more but I have always believed that the primary benefit of improving a business process should be to improve the customer experience – by doing so, making more money becomes a sustainable reality.

Customer Experience Professionals 148

Customer Experience Professionals Customer Experience Net Promoter Score Financial 148

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. This means companies can provide the right support at the right time, as well as delivering information ready for the next step in the customer journey.

Self Service 69

Self Service Customer Experience Chatbots CRM 69