Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. How can the physical store environment distinguish itself from an online experience? Published on: February 26, 2016.

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Joe Rawlinson

AUGUST 9, 2017

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 IBM’s research found that only 19 percent of brands deliver more than a basic level of personalized attention to customers. percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Eptica

JANUARY 22, 2016

In fact, 70% of the industries analyzed by the Index experienced dips in average scores for customer service. Three of the five industries that showed improvements were internet-based – ecommerce, social media and online travel – indicating that consumers are embracing the online channel for its convenience, efficiency and price.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Responsetek

MAY 8, 2018

During a Bloomberg Business interview, Jeff Bezos, founder and CEO of Amazon, the world’s largest online retailer, said, “A brand for a company is like a reputation for a person. What does the backbone of a good brand reputation look like? What aspects of the customer experience are most important to our organisation?

CEM 40

CEM Strategy Insurance Abandon Rate 40

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? NPS is relevant for any industry. In a nutshell, relationship surveys help you understand customer loyalty to your brand. Best time to send your relationship survey.

Survey 56

Survey Measurement Customer Experience Effort Score 56

Second to None

SEPTEMBER 20, 2018

He is a mobile advocate with over ten years of industry experience. The reality is, if you want to be an digital leader, you cannot ignore the relationship between mobile device use and eCommerce optimization. The best eCommerce brands are completing mobile-first indexing when designing their digital brand experience.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? NPS is relevant for any industry. In a nutshell, relationship surveys help you understand customer loyalty to your brand. Best time to send your relationship survey.

Survey 40

Survey Measurement Customer Experience Effort Score 40

Pointillist

JUNE 15, 2018

Most ecommerce businesses retain fewer than 20% of their customers. Retention can often be a confusing concept, nebulous and shifting in meaning from industry to industry. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. The Timescale Conundrum. Is Retention About Churn or Loyalty?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110