3 notable trends in the retail apparel industry

Vision Critical

Apparel companies are hanging by a thread as consumers spend less money on stocking their closets , preferring to express themselves through social media rather than by what they wear and favoring weekend getaways over new clothes. Innovation Customer Experience retail fashion apparel

How Technology is Revolutionizing the Apparel Industry

Smarter CX

apparel industry market is the biggest in the world, according to Statista. Here are 4 ways newly introduced tech is revolutionizing how apparel is made, sold, and worn. Long gone are the days of having to go to a tailor to order custom garments created to perfectly fit your body.

Nike versus Adidas: Who will win the digital transformation race in apparel retail?

Vision Critical

This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Nike: Making apparel retail personal. Customer insight is the engine of digital transformation.

What Retailers Should Know About The Online Apparel Boom


The apparel and accessories sector of the retail industry is experiencing major changes, with retailers seeing more business happening online than ever before, according to a recent report from Internet. Customer Experience Research Retail Apparel Internet Retailer

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. apparel products into its fitness. to customers.

How Can Live Chat Increase Your Online Apparel Store Conversion?

Magellan Solutions

In the article, it explained that the customer-centric features were gaining traction. The study stated that 98 percent of its indexed retailers have an omnichannel approach when it comes to contacting their customer care teams. There is a saying that conversations shape the world.

“The Survey Shows” Doesn’t Mean The Survey Knows


Apparel retailers who want to make a statement by differentiating their brands and connecting with their customers must go beyond table stakes (see the list below) and find ways to personalize their service experiences.

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Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester

NICE Systems

Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 Forrester Research has shared some incredible insights on core operating principles , the ongoing shifts in customer expectations, and how businesses can adapt and change for the better while also simplifying efforts, like TechStyle did.

Augmented World – How AR Transforms Customer Experience


Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. AR creates a new digital experience that transforms the customer journey into an immersive visual interactive experience. Wayfair View in Room 3D and Ikea Place are examples of two AR apps that allow customers to visualize furniture in their own home ahead of purchase using their smartphone.

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver


We are all customers. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand. So why don’t we prioritize this for our business, for our customers? cars, software, apparel). My book, ‘Customer What? –

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE Systems

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Our same study showed that customers put a lot of weight on first-time resolution of those issues.

Improving Customer Experience Through A/B Testing Your Customer Service

Joe Rawlinson

Multivariate testing is a fantastic technique to measure customer experience and satisfaction metrics. The Net Promoter Score ( NPS ) is one of the best ways to evaluate customer satisfaction. Customer satisfaction and experience management is a never-ending process.

Experiential retailing is the next big thing in activewear

Vision Critical

If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. That figure dwarfs non-active apparel sales, which declined two percent last year. Using customer intelligence to improve the in-store experience.

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Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

The History of Customer Service: Ticket Troubleshooting to Proactive and Personal


Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Please press two for customer service…”.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE Systems

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. Our same study showed that customers put a lot of weight on first-time resolution of those issues.

A Great Customer Experience Isn't Enough

CX Journey

To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. customer experience

Columbia Sportswear Takes Customer Service to the Cloud

NICE Systems

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

The Human Side of the Customer Experience

Ann Michaels and Associates

With so many online businesses vying for a customer’s attention, brands need to focus more than ever on making meaningful connections to stand out. Companies that singularly focus on digital tools but do not invest in the customer experience can expect to fall behind.

4 Ways Sales Psychology Influences Customer Behavior

Win the Customer

’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.

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Podcast: Designing the Glitch Experience, with Adidas’ Celine Del Genes


It’s not easy to stand out in a market as crowded and competitive as sporting goods and apparel. She oversees the sports apparel company’s go-to-market strategy for soccer shoes and gear, managing key decisions about pricing, sales channels and marketing approaches.

Why Amazon is A Leader in Customer Experience


The common denominator here is effort – whether you’re buying or returning a product, the experience is effortless – something customers are more than willing to give their loyalty for in exchange. Today, Customer Service via social is imperative.

Marks & Spencer Top for Customer Loyalty According to Survey

CSM Magazine

The survey, conducted by apparel fit preference specialist Fits.me, asked over 2,000 UK adults to identify up to three clothing brands or retailers to which they consider themselves most loyal. The full Customer Loyalty Index ‘Top 10’ is: Apparel Retailer / Share of Mentions.

The Importance of Customer Listening

Customers Rock!

(Note: This post is a reprise of an earlier Customers Rock! As customer listening has become a common topic recently, I felt it would be helpful to post it again, especially as it discusses NON social media listening. Are we putting up walls between the enterprise and its customers?

The missing piece in your approach to product innovation

Vision Critical

And with the ever-evolving customer attitudes and behaviors, it’s not about to get easier. In The Human Side to Product Innovation , retail apparel company Chico’s and construction tool manufacturer DEWALT will reveal how they use authentic, ongoing insight to create better products.

Have You Hard Wired Service Recovery into Your Organization?

Wired and Dangerous

Customers today are Fickle –much quicker to leave if unhappy. The hype of a brand name means little in deterring the disappointed customer’s exit. Not only do we enjoy their high quality apparel, we value their over-the-top customer service.

Surge of Store Closings Reveals Greater Need for Omnichannel

Think Customers

Among the closings are Macy''s, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia''s, Aeropostale, Wet Seal, and Abercrombie & Fitch. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy 2015storeclosings omnichannel omnichannelstrategies onlineshoppinghabits With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015.

Retail’s Hail Mary: Why Retailers are Betting on In-Store Data Insights

Think Customers

Squeezed by online competitors and evolving customer tastes, Macy’s, Sears, The Limited, and American Apparel have said they will be closing some or all of their stores.

What vCommerce Brands Get Right About Customer Experience


Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

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4 examples of direct-to-consumer initiatives—and what you can learn from them

Vision Critical

It allows brands to gain data and deeper insight into the behaviour of customers, greater control over marketing and ultimately, greater profit margin. In the case of Nike, it’s about making athletes better while extending and deepening its relationship with customers.

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs


As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows. Here is the list of the 15 mistakes to avoid: Have Customers Switch Channels. Insult Customers. Introduction.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

NICE Systems

The women’s apparel industry is characterized by large seasonal spikes in both the amount of transactions as well as the related support calls. “Once we went to the cloud, we were able to really understand where they [customers] went, where they started from, that full customer journey, and then have those KPIs follow them and then report on the back end.” Advantages of the Cloud Call Center Best Practices Customer Experience Omnichannel

From ideation to production: innovation secrets from Wolverine Worldwide

Vision Critical

Since 2015, Wolverine Worldwide, a global footwear and apparel manufacturer of iconic brands such as Merrell, Sperry, Chaco and Saucony, has tested and vetted more than 1,000 new footwear styles with consumers before launching the product to market.

How Your Customers’ Identity Issues Are Affecting Your CX

Beyond Philosophy

The first is a psychological principle called symbolic self-completion, and it can also affect customer behavior in your experience. They found that on average, first-year students owned way more apparel and notebooks and the like than seniors. Selling to the Self-Perceptive Customer.

Two reasons to analyze what customers say – just not what they do


In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can provide equal or better insights than feedback from customers. There is also the argument that customer feedback doesn’t always influence purchasing behavior.

Reflecting on the Starbucks Situation: Check Your Bias at the Door

Customer Bliss

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences.

Why a startup mentality may not help big brands

Vision Critical

But while learning from the small guys may yield some good ideas for improving the customer experience (CX), what works for these startups may not always work for the big players. Do you really have the same customers? What do your own customers want?

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