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

ForeSee

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.

What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report

ForeSee

Online sales of retail apparel and accessories is seeing huge growth, both here in the U.S. The post What’s driving Success in Apparel? Customer Satisfaction Retail Apparel customer satisfaction ForeSee reports FXI Scores

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

Storyminers

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.

Survey 200

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

NICE inContact

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.

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.

Augmented World – How AR Transforms Customer Experience

TechSee

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.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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.

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

ijgolding

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? –

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.

Retail 181

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.

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

Kayako

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…”.

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

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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.

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.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

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.

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.

Ryanair descends to new lows in customer service ratings

Helen Dewdney

survey reveals league table for customer service. has today released the results of its latest survey of customer service performance. Ryanair is not known for great customer service. But is it worthwhile for Ryanair to continue this customer-hostile behaviour? Which?

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.

Why Customer Service is Important to Businesses: Top 5 Reasons

ProProfs Chat

companies lose more than $62 billion due to poor customer service. Bad customer service has become a major business problem today. Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. Improves Customer Retention Rate.

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.

Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC]

ProProfs Chat

The importance of customer experience is something that cannot be stated enough. If you make customers unhappy on the internet, they can each tell 6000 friends.”. Read on to learn about the importance of customer experience in retail and tips on how to improve it.

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs. Read about their journey with Lithium SMM and the impact its making on customer experience. Supporting 1K agents and 5M support calls with Lithium SMM.

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs. Read about their journey with Lithium SMM and the impact its making on customer experience. Supporting 1K agents and 5M support calls with Lithium SMM.

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs. Read about their journey with Lithium SMM and the impact its making on customer experience. Supporting 1K agents and 5M support calls with Lithium SMM.

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

Comm100

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.

What vCommerce Brands Get Right About Customer Experience

Kayako

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

Brands 129

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.

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.

Sales 107

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.

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

Bain

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.

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

NICE inContact

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

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?