Second to None

JUNE 26, 2018

Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

Retail 63

Retail Brands Omni-Channel Fashion 63

Second to None

MAY 1, 2018

Instead of forcing customers to call your representatives or visit your brick-and-mortar location to get questions answered, create a live chat system that reduces the amount of effort a customer must exert to receive service. In doing so, you are establishing the foundation for long-term customer relationships.

Customer Service 63

Customer Service Ecommerce Chatbots Fashion 63

Second to None

APRIL 8, 2019

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. The Unprofessional Customer Service Representative.

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Second to None

AUGUST 14, 2018

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. In the modern landscape, customers will quickly move on from brands in which they had a poor experience.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 59

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Does this mean that the in-store experience is dying? 1] Customer insights from PYMNTS.com show that only 2.6% Far from it.

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case.

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Second to None

MARCH 18, 2019

Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. New York City houses a diverse population with customer preferences varying by every square-inch. The Luxury Shopper.

Retail 59

Retail Fashion Guidelines Customer Centricity 59

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves.

Retail 54

Retail Brands Fashion Voice of Customer 54

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Second to None

SEPTEMBER 21, 2018

Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform. Once you have collected enough information about the market-at-large, your brand can begin to adjust its experience to meet these evolving consumer desires.

Retail 54

Retail Consumers Brands Trends 54

Second to None

MARCH 18, 2019

Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. The Luxury Shopper.

Retail 48

Retail Fashion Guidelines Customer Centricity 48

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

Second to None

APRIL 9, 2018

As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. The company had to take a step back and consider how the customer today shops, and then realign itself accordingly. “We

Brands 54

Brands Retail Loyalty Fashion 54

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Does this mean that the in-store experience is dying? 1] Customer insights from PYMNTS.com show that only 2.6% Far from it.

Industry 48

Industry Brands Rewards Programs Loyalty 48

CX University

JANUARY 20, 2021

Readings, videos, and interactive engagement exercises rounded out a well-designed study program. Make some good old-fashioned flash cards. If you are new to CX, the term “closed-loop,” for example, may mean something very different from what it means in the voice of customer best practice.

Study 52

Study Exercises Fashion Guidelines 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Totango

JUNE 4, 2019

Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. What is Voice of Customer?

Voice of Customer 79

Voice of Customer Net Promoter Score Feedback Competitive Advantage 79

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. But, before that, let us look at the definition of customer education.

Customer Success 19

Customer Success Customer Journeys e-support How To 19

SmartKarrot

MARCH 16, 2022

Customer delight is about meeting customer expectations and exceeding them. It goes above and beyond a good customer experience. The key to doing that is by making sure customers understand your value. Keeping customers engaged in the company and its offerings is tough. What is Customer Delight?

Examples 10

Examples Social Media Net Promoter Score Competitive Advantage 10

Second to None

APRIL 16, 2018

Simply collecting data about how customers are interacting with your brand is not enough to curate a leading CX platform. The customer has to come first. To do that, customer-obsessed brands need to take a hard look at the quality of their data. What messages will make the most impact?

Data 54

Data Call Center Measurement Brands 54

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

CX Journey

JULY 25, 2014

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ How is it fair that I’m held accountable for whether or not a customer is willing to recommend a company with tens of thousands of employees?

Net Promoter Score 153

Net Promoter Score Effort Score NPS Voice of Customer 153