The rise of chief digital officers in fashion, luxury and beauty retail

Vision Critical

Among Rochet’s biggest priorities: figuring out the company’s approach to programmatic media buying , making sure the brand provides a consistent customer experience and exploring new terrains like artificial intelligence. Innovation Customer Experience retail


News & Customer Experience

Today we enter the fantastic world of a fashion store. Whether it is a flagship store , an affilate or a reseller , it is essential to have clear in mind that, when entering the point of purchase, the customer wants a preferential and direct relationship with the brand itself.

Running a Customer Success Team in the Fashion Industry

CSM Magazine

The Customer Success Manager is a relatively new job title in the fashion industry that has become necessary due to the growing demands of customers and clients. The following tips will help your customer success team become even more efficient in the digital world.

Growing Business the Old-Fashioned Way

Customers Rock!

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Many companies spend a lot of time and money on attracting new customers to their product or service. Don’t you think your customers would like to feel that same joy?&#.

How Brazilian Fashion Retailer Passarela Uses Data for Better CX

Smarter CX

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. It is one of the largest fashion ecommerce operations in the country.

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?


I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. This morning I have personally crossed paths with approximately 20 people who were working for companies delivering my ‘end to end’ Customer Experience.

3 notable trends in the retail apparel industry

Vision Critical

But regardless of the reasons for the shift in shopping habits, the remaining apparel and fashion companies are facing a retail landscape that’s more competitive and cutthroat. Instead of looking at the customer base as monolithic group, they might want to take a page from Walmart.

In the fiercely, competitive struggle of fashion and service, Burberry does it well

Service Untitled

For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Match that with their online collections, excellent return policies, concierge service, and alteration facilities, the customer experience keeps you smiling and relaxed.

Closing the Customer Feedback Loop: 6 Essential Elements You Need


Customer feedback has no value gathering dust in your database. Acting on it, and in a timely fashion, is how you can convert this feedback into positive Customer Experience (CX). Customer Experience

Optimize Your Customer Experience Management Strategy


At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management? The basic mechanics of customer experience management.


The 6 Best Ways to Show you Respect your Customers


And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites.

Introducing The Temkin Customer Success Index

Experience Matters

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams.

The Subtle Differences Between Customer Support and Customer Service


The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

Forgotten Facts & Fantasies of Customer Delight


How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art.

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Complaining Customers Are Your Best Customers. But Why?


If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. Customers may not bother to complain for many reasons.

4 Ways Agents Can Help Create the Ideal Customer Journey Map


Customer journey maps provide invaluable insights into a company’s processes but all too often, they’re created in a vacuum with minimal input from customers or customer-facing employees. What’s important to remember is that customer journeys aren’t created; they’re discovered.

How to Improve Customer Experience with Content Marketing


In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

Norwegian – Customer Experience Review


The business idea of Norwegian Air Shuttle ASA is to give everybody the opportunity to travel by air, attracting customers by offering competitive, low fares and a high-quality travel experience based on operational excellence and helpful, friendly service. Airlines of Europe beware!!

Understanding the Customer Service Expectations of B2B Customers

Team Support

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. B2B Customer Service

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3 KPIs To Track if You Want to Boost Your Customer Experience


What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Repeat Customer Rate.

Understanding the Customer Journey

Michelli Experience

If only we could use similar technology to hone and deliver the ultimate experience for our customers. Siri, make my customers love me, come back for more, and tell their friends.”. That hope comes in the form of an old fashionedcustomer journey” map. I will admit it.

Five Ways to Say Thank You to Your Customers


You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. Valentine’s Day is tomorrow.

Service Untitled» Blog Archive » Abercrombie & Fitch Customer Service

Service Untitled

Service Untitled The blog about customer service and the customer service experience. One of the favorite stops for her daughter is Abercrombie and Fitch; of course, it caters to the fashionable, modern collegiate lifestyle.

Understanding the Different Types of Customer Engagement


The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. The Best Types of Customer Engagement .

The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service


During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Customer What?

The Social Media Customer Service Opportunity

NICE inContact

I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. Social media customer service is a real thing and the demand is coming like a tidal wave.

3 Inspired Ways to Increase Customer Value


For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. How do you gauge customer value? However, it’s never easy for a customer to get there.

Co-Creation With Customers: 5 Ways to Drive Better Results


What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users.

Great Customer Service Does Create Referring Customers

Daniel Group

We are trying to glean as much as possible from this trove of information and learn how excellent customer service impacts other behaviors. We are particularly interested in the linkage between excellent customer service and referral behavior.

On Customer Obsession

Maz Iqbal

Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence … Continue reading "On Customer Obsession". It’s often used as an exhortation to the Bottoms – those on the front line.

What I Learned from Customer Success Summit 2019


Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. 5 | Totango has the best customers ever!

Christmas Gifts For Customers: 7 Thoughtful Ideas To Say Thank You


Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. This type of gift is great too for those customers who have corporate policies preventing them from accepting gifts.

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TechStyle Improves Contact Center Efficiency and Customer Service with inContact

NICE inContact

The fashion world constantly needs shaking up, and TechStyle is doing exactly that. By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. Customer Service to Count On.

Customer-Centric Roundup: August 2017


Wearing white is now somewhat of a taboo (yes, some believe wearing white after labor day is a fashion no-no). Also with this came a whole bunch of new stats and stories about the customer experience to pour over. Customer ExperienceThe summer holidays have come to an end. Everyone is now back at school. So let’s dive right into it.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report


Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value.

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How to Build Customer Trust One Interaction at a Time


In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive.