How PUMA used multi-dimensional customer feedback to drive a digital transformation

GetFeedback

PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Customer StoriesLearn how you can implement GetFeedback today!

Common Customer Journey Questions Journey Analytics can Answer

Kitewheel

To advance the customer journey at your business, you need to know how your systems are performing in the present. Core Customer Journey Themes. Kitewheel has identified a few key themes that customer journey analytics can answer.

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Modernizing Your Customer Feedback Strategy Part 2: Modern Listening Methods

inmoment

Customer journeys are increasingly complex. And each customer’s brand perception is informed by an accumulation of many experiences across multiple channels. 3 Ways to Start Modernizing Your Customer Listening Strategy. 3: Offer Multimedia Feedback Options.

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

Experience Investigators by 360Connext

We like to believe this about ourselves, our brands and our customers. You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors. I recently attended the SAP Customer Experience Live event in Munich, Germany. I played the part of an “influencer” who had fun interviewing executives and discovering what’s next in customer experience for large enterprise organizations.

Brands 140

How to Know if Your CX Strategy Is Fake

Experience Investigators by 360Connext

They have credentials and experience and are viewed as leaders of change in their organizations. Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” They begin to see this customer experience thing as more than what they originally thought it was. CX Strategy by Journey Mapping. Journey mapping is the answer!

48 retail survey questions for the customer feedback you need

delighted

According to UBS , 40% of customers still like to experience products first-hand before purchasing, and shoppers still love the instant gratification of an in-person purchase. Even with the rise of ecommerce and shuttering of retail incumbents, the in-store experience can still be a gamechanger for your company. This new generation of customers is expecting a different kind of in-store experience. Why in-store retail customer feedback is vital.

How to Optimize your eCommerce Store Customer Experience for the Mobile-First Index

Second to None

He is a mobile advocate with over ten years of industry experience. As well as an entrepreneur, Charlie is a seasoned product strategist with experience of various types of digital projects which include: Responsive and Adaptive Websites, Mobile & Tablet Apps, Hybrid Apps, Cross Platform App development. It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. The move to mobile is an integral part of these journeys.

Net Promoter Score® 101: The Complete Guide

Lumoa

83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. According to the same research, at least 66% of customers trust other consumer opinions posted online and according to another research , 58% of consumers said they have recently (within the past five years) began leaving more and more online reviews based upon customer service. Here NPS becomes less about the score and actually about the experience. ”

Restart, Rebound, & Rebuild your Customer Experience

Second to None

How can you restore your customer experience during global change? These past few months, a healthy customer experience has never been more relevant. Through this rapid change, Second to None has devised an action plan to provide greater clarity for your client experience.

Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Econsultancy heard from the people working on the Customer Experience improvement efforts. A: If you have to choose one, then choose Customer Experience.

Why the golden rules of service by Fred Sirieix should inspire all of us

Eptica

That’s why the presentation from famed maître d’ and TV personality, Fred Sirieix , at the Institute of Customer Service (ICS)’s Annual Conference in early March, had such broad appeal. What will customer self-service look like in 2025?

How NLP, ML and Deep Learning Can Transform Your CX Strategy

Chattermill

Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. It will provide some initial concepts to invite the reader to continue investigating and make the connection of how it can be applied in the context of customer experience and support. Improve Support Experience. for better customer experience

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 Customer experience is more than just paying lip service. Customer Experience is the entire journey your customer takes with your product and company.

How COVID-19 has Driven Digital Retail

Kitewheel

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. Digital commerce may continue to be the preferred route for customers whether for safety or convenience. To thrive, retailers must have a successful online store.

How Scandinavian insurance giant Tryg is taking its digital CX to the next level

Qualtrics

Most recently it trialed some of our new tools as part of our customer testing program. Why Tryg started on the Qualtrics journey. Kristian says, “The challenge from management was to find a way to bring the online and digital side of our business on board.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to p rovide the best capabilities to drive leading customer service. Covering Customer Facing Applications.

Customer Experience Predictions for 2019

Maru/Matchbox

And all at a time when retailing is in a midst of a massive transformation as brands attempt to stay ahead of changing customer needs. Customer Experience has never been so important. As household names like House of Fraser and Marks and Spencer push forward with restructuring plans, we explore four key customer experience trends that will make or break retailing brands in 2019. Digital success will be driven by a seamless on- and offline experience.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

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? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. How do you decide which type of survey is right for your business and customers?

NPS 63

The online retail Christmas battle; what makes a winning digital experience?

Maru/Matchbox

Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. Our unique methodology uses trained assessors to evaluate the end-to-end user experience across a selection of leading retail sites. Despite hitting the headlines recently with lower-than-anticipated growth, it was online fashion pioneers ASOS who top the league table.

How to Build and Maintain Digital Customer Relationships

Provide Support

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. What simple and practical steps can your company take in order to meet consumer expectations for efficient digital experiences? Optimize online response time.

5 breakthrough in-store experiences (and the employees behind them)

Qualtrics

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Multiple channels, one customer relationship. The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

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? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. How do you decide which type of survey is right for your business and customers?

NPS 40