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.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant , Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant, Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

Kayako

SEPTEMBER 20, 2018

In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. Make Use of Voice of Customer Data. In order to understand and improve the customer experience you are currently providing, you need to make use of VoC data.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

InMoment XI

NOVEMBER 2, 2021

Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve.

ROI 260

ROI Customer Retention Infographics eBook 260

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. What are you doing with it?

Metrics 260

Metrics NPS Infographics Effort Score 260

InMoment XI

FEBRUARY 12, 2024

What Are the Key Elements that Make Up Integrated Customer Experience? Integrated customer experience is composed of three main elements. These elements help businesses make sense of all types of data throughout the customer journey to help you make informed decisions.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

OpinionLab

AUGUST 23, 2016

As one of the main events in the online retail arena, it’s a great barometer of the key issues facing companies operating in this highly competitive space each year. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now. Customer journey mapping.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

Second to None

JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. If your luxury retail brand has never conducted a measurement program like mystery shopping in the past, it may be missing out on some key pieces of CX data.

Retail 63

Retail Brands Omni-Channel Fashion 63

Second to None

SEPTEMBER 21, 2018

As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. In the retail industry, there are a few major changes that are drastically impacting the industry landscape.

Retail 54

Retail Consumers Brands Trends 54

Second to None

SEPTEMBER 11, 2018

As these technologies become even more ubiquitous, optimized online touchpoints are now of paramount importance for any retail brand hoping to possess a leading omnichannel platform. Develop a digital identity that contributes to your overall brand experience by providing a unique value and reducing as much customer effort as possible.

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Second to None

FEBRUARY 4, 2020

“The majority of food and beverage purchases still happen in the store, but consumers’ online or mobile experiences impact those purchases much earlier in the shopping journey. In our research, people saw room for improvement from grocers compared to digital experiences they find in other retail categories.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

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. This is especially true for those in retail due to the necessity to balance in-store and online resources. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Lumoa

NOVEMBER 7, 2022

One way to ensure your company stands out from the competition is by personalizing the customer experience. According to a 2020 study on personalization by Epsilon and GBH Insights, “the vast majority of respondents (80 percent) want personalization from retailers”. Fortunately, technology is keeping up with these demands.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Second to None

JULY 22, 2020

Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection. Mindful grocery retailers are thoughtfully adjusting to deliver an exceptional curbside customer experience. Curbside appeal and the first impression.

Retail 114

Retail Guidelines Consumers Wait Times 114

Thematic

FEBRUARY 19, 2024

A retail focused on one-time sales may look more at NPS. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. Snags like this can significantly dent customer satisfaction and loyalty.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

A retail focused on one-time sales may look more at NPS. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. Snags like this can significantly dent customer satisfaction and loyalty.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

OpinionLab

MARCH 25, 2019

The study concludes that “improving major touchpoints such as customer service, while a common and often necessary starting point, does not yield the best returns. CX initiatives enjoy greater success when they improve the customer journey or deliver a unique experience to differentiate in the market”.

Omni-Channel 74

Omni-Channel Customer Experience Contact Center Retail 74

Second to None

SEPTEMBER 7, 2018

This is especially true for large national or regional retail organizations that have different franchise or independent locations representing their brand in different locations across the country. In the modern business-to-customer retail relationship, the first point of contact is typically made online.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

OCTOBER 9, 2018

This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. While price is a major influence, with 61% of customers reporting extra shipping fees as a reason they left their cart,[1] there are other factors that also come into play. 1,2,3,4 [link].

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

OpinionLab

MARCH 25, 2019

The study concludes that “improving major touchpoints such as customer service, while a common and often necessary starting point, does not yield the best returns. CX initiatives enjoy greater success when they improve the customer journey or deliver a unique experience to differentiate in the market”.

Omni-Channel 60

Omni-Channel Customer Experience Contact Center Retail 60

Second to None

APRIL 9, 2018

Recently, Sephora has made news by merging their digital and physical retail departments into one omnichannel approach. 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.

Brands 54

Brands Retail Loyalty Fashion 54

Customer Bliss

JULY 13, 2018

Charlotte leads customer experience within the enterprise sales and retail sales teams, and shares some of the challenges she faced when she first began this work: the board wasn’t completely behind her with support, employees didn’t fully understand what customer experience is about, and the usual operational challenges.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. Hilary is a New York City-based freelance journalist.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

DECEMBER 14, 2017

Customer loyalty — efforts to expand customers’ share of wallet. Customer lifecycle management (CLM) — achieving customer lifetime value by using customer relationship management over time. Customer community — opportunities for customers to engage with one another.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

DECEMBER 14, 2017

Customer loyalty — efforts to expand customers’ share of wallet. Customer lifecycle management (CLM) — achieving customer lifetime value by using customer relationship management over time. Customer community — opportunities for customers to engage with one another.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Answer Dash

NOVEMBER 27, 2018

The report revealed that, despite misconceptions of robots taking over, consumers still trust humans to help solve more complex problems and make experiences — whether shopping at a retailer, filling a prescription or making a bank deposit — more enjoyable. Map the customer journey for these interactions and include customer effort feedback.

Effort Score 76

Effort Score Metrics Customer Experience Net Promoter Score 76

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. Hilary is a New York City-based freelance journalist.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

NOVEMBER 20, 2020

In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all. Case study: David’s Bridal.

Contact Center 104

Contact Center NPS Case Study Comparison 104

Pointillist

AUGUST 26, 2019

To get the full picture, you also need to understand actual customer behavior. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Strategy Net Promoter Score How To 79

Storyminers

JULY 29, 2016

Start a practice, today, of learning more about your customer with every interaction. Begin with a journey map of your customer’s experience with your brand. You can write your notes on a clear plastic sheet—right on top of the journey map. Want to read more from Danielle?

B2C 124

B2C Customer Retention Strategy Brands 124

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Centric

NOVEMBER 17, 2020

Moore started off her presentation with the evolution of CX and CS, were she mentioned that CX was firstly adopted before CS and that CX was mainly used in the B2B companies and retail spaces. She further mentioned that CS started mainly in the USA were it was used mostly by B2B companies before being also adopted by B2C companies.

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. Fail to understand their customers’ journey. It also brings in an outsiders’ POV which often is extremely valuable.

Customer Insights 59

Customer Insights How To Customer Journeys Infographics 59