Blake Morgan

APRIL 3, 2023

Every aspect of the ecommerce customer experience matters, from the ordering experience to fulfillment and future recommendations. Customer focus starts from the top and requires executive buy-in and leadership with someone expressly in charge of leading CX and personalization efforts.

Competitive Advantage 52

Competitive Advantage Customer Centricity Ecommerce Tools 52

Experience Investigators by 360Connext

APRIL 21, 2015

It’s not intentional, but unless leaders are actively seeking information, feedback and the honest truth from customers, the product conversation will dominate. Some are predicting that by 2020, the B2B ecommerce market will be twice as large at the B2C market. But customers just want something that works for them.

B2B 110

B2B B2C Ecommerce Social Media 110

Second to None

APRIL 17, 2018

Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership.

Measurement 59

Measurement Customer Service Leadership Ecommerce 59

Gainsight

APRIL 14, 2022

This post was originally published in Ecommerce Times. So, if your executive leadership team isn’t up to speed with this data, it’s time to call an all-hands. The key here is to make sure you have the right processes in place to drive action against the feedback, such as NPS and customer effort scores.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. Leaning in and embracing the constant feedback about areas to improve will provide insights and opportunities to make things better for all of your customers.” “Acknowledgment of feedback.

Interaction 211

Interaction How To Self Service Customers 211

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Whether customers are reaching your brand via on-site , online or on-the-phone , your brand needs to remain adaptable and open to feedback.

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

C Space

MARCH 7, 2019

I n a leadership meeting last week, I confessed that I sometimes add things to my to-do list that I’ve already done, just to tick them off. We’d be less frustrated by what “leadership” does or doesn’t do and more forgiving of an imperfect decision made by John, or Sally, or me, or some other human who’s not always going to get stuff right.

Culture 80

Culture Apparel Retail Advertising 80

Second to None

FEBRUARY 20, 2018

A significant investment in eCommerce optimization, in-store aesthetic, employee training and Customer Experience measurement can help to establish industry leadership. One metric that stood out in the study was customers who were proud to say they have purchased from a specific brand.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Magellan Solutions

JULY 12, 2021

Promoting inclusivity, setting a clear objective and providing regular feedback help call center Philippines create a culture of comfort. Other reasons for employee happiness are salary, benefits, leadership, career development, job security, culture, corporate values, training, work schedule, and immediate superior. Philippines.

Call Center 52

Call Center Industry Contact Center Study 52

Qualtrics

FEBRUARY 18, 2020

There’s everything from breakthrough brands to world-class thought leadership. You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products , thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions. What’s new in PX?

Leadership 29

Leadership Automotive Ecommerce Industry 29

SurveySensum

FEBRUARY 10, 2022

The most important of all is, ‘Are you making use of your feedback?’ Sometimes your customers’ valuable feedback is just lying there and no one is using it! Then what is the point of taking the feedback? Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams?

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

The most important of all is, ‘Are you making use of your feedback?’ Sometimes your customers’ valuable feedback is just lying there and no one is using it! Then what is the point of taking the feedback? Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams?

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SmartKarrot

OCTOBER 3, 2022

Own the end to end management of conversion optimization plans on a fortnightly, monthly and quarterly cadence including research, build and deployment. Manage post-sales activity for customers through strong relationship-building, product knowledge, planning and execution.

Customer Success 19

Customer Success Ecommerce Social Media Consulting 19

SmartKarrot

APRIL 30, 2021

Role: Director of Customer Success, eCommerce Location: Cincinnati, OH, US Organization: Quotient Technology Inc. As a Director of Customer Success, you will lead, enable and empower a geographically dispersed team of Customer Success, eCommerce professionals resulting in superior customer experiences.

Customer Success 10

Customer Success Ecommerce Leadership Conference 10

delighted

MARCH 4, 2020

Retail customer experience touchpoints may include in-store locations, an ecommerce website, and many others before (review sites, social media, etc.), Company leadership should work with each department (sales, support, marketing, product, etc.) Build your customer experience management program around feedback.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

delighted

MARCH 4, 2020

Retail customer experience touchpoints may include in-store locations, an ecommerce website, and many others before (review sites, social media, etc.), Company leadership should work with each department (sales, support, marketing, product, etc.) Build your customer experience management program around feedback.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. A customer-centric culture radiates outward, and endears brands to their customers.

Call Center 40

Call Center Contact Center Conference CRM 40

SmartKarrot

APRIL 26, 2021

Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Loloi leadership team. Solicit, understand, and package client feedback on product features and capabilities. Identify new tools and technologies to better serve the customer.

Customer Success 10

Customer Success Net Promoter Score Ecommerce Multi-Channel 10

SmartKarrot

JUNE 17, 2021

Contribute thought leadership and best practices, both internally and externally, around member service experience improvements. Provide direction and leadership on the execution of new team initiatives and workflows. Use the Stackline tools at your fingertips to educate and inform customers and drive their eCommerce business forward.

Customer Success 10

Customer Success B2C Ecommerce Leadership 10

Second to None

APRIL 3, 2018

In the past, convenience was offered via rapid speed of service and enhanced drive-thru technologies, but now this value is being taken care of via eCommerce channels. Another impactful trend in this industry is the proliferation of different ordering technologies.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Stella Connect

MAY 4, 2017

These two sessions address critical issues many ecommerce and brick-and-mortar retailers face. By using employee feedback to improve training, Dustie oversaw major increases in customer satisfaction, employee satisfaction, employee retention. . Optimizing Your Workforce. Work at Home: Maximizing Your Returns. Tuesday May 23, 2.00-3.00pm.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Doing CX Right

JULY 24, 2019

One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” We need diversity of thought in every meeting, and we also need to allow women to have leadership roles, especially in a traditionally male organization. I can’t stress that enough.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Grade.us

AUGUST 15, 2017

Ecommerce retailer Newegg had a huge niche following with techies and power users. Experienced reps may struggle to keep up with the leadership and training demands new reps bring with them. · Group problems create pockets of disloyalty. . · Stability. Customers look to you for very specific things.

Customer Service 38

Customer Service Loyalty Ecommerce Customers 38

SmartKarrot

FEBRUARY 15, 2022

Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services. Temkin has expertise in customer service, marketing, interaction design, and leadership strategies. Marsha Collier has authored 48 books about customer service, social engagement, and eCommerce.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

MAY 26, 2022

Integrating and interpreting data from diverse sources to drive decision-making and provide recommendations to leadership. Ensure customer feedback from your customers is communicated internally to enable ongoing improvement of Tubular products and services.

Customer Success 3

Customer Success Ecommerce Case Study Leadership 3

Bold360

NOVEMBER 21, 2016

. “Operating our business now for half of 2016, there is one thing that I will definitely want to change going into 2017…” That change is to increase current customer connections and gain feedback directly from our customers. This allowed us to aggregate all feedback in one central location. Jake Rheude. Brock Murray.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

SmartKarrot

JUNE 24, 2022

Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Minimum 2 years of a business-related field in a eCommerce company. Collect customer feedback throughout your interactions with customers to improve the service delivery.

Customer Success 3

Customer Success Net Promoter Score Ecommerce Case Study 3

Grade.us

AUGUST 26, 2019

Rich, due to his thought leadership and useful content, is viewed as an expert. They’ll challenge you, ask questions, give you feedback. Let's say we're looking for more review management clients in the eCommerce niche. A quick search shows there are quite a few lists focusing on ecommerce exclusively. Engagement.

Strategy 32

Strategy Management Entertainment Groups 32

SmartKarrot

FEBRUARY 14, 2022

Demonstrate working knowledge of eCommerce platforms and company products/services. Act as a customer advocate to the product team by collecting and sharing customer feedback and ideas. Regular reporting to and planning with the customer success team and leadership on delivery, customer engagement/satisfaction, budgets, and capacity.

Customer Success 3

Customer Success Ecommerce Case Study Conference 3

Call Experts

JULY 14, 2022

You’ll attract the right employees if you’re good at leadership and hiring. Customers are your first impressions, and their feedback matters. The HVAC industry is behind other industries when it comes to eCommerce. Hiring people with complementary skills and talents is essential for any HVAC business.

How To 10

How To Sales Contact Center Brands 10

Customer Guru

MAY 8, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. The various roles that I have played in my career have helped me work in diversified industries – from BFS and retail to consumer goods and new-generation eCommerce companies. We would be more than happy to help.

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

Qualtrics

FEBRUARY 18, 2020

There’re stories from big brands, thought leadership from the best in the business, and much more. World-class thought leadership. Take your XM program to a new level with world-class thought leadership. Dave Dequeljoe, Leadership Development, Qualtrics. Jump straight to: Morning mainstage inspiration. What’s new in XM.

Healthcare 32

Healthcare Leadership Employee Engagement Ecommerce 32

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see sessions at this year’s X4 from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event. World-class thought leadership. Take your XM program to a new level with world-class thought leadership. Don’t measure.

Government 34

Government Leadership Employee Experience Automotive 34

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the most inspirational stories to the thought leadership that will give you plenty of ideas to get ahead of the game. World-class thought leadership. Take your CX program to a new level with world-class thought leadership.

Customer Experience 29

Customer Experience B2B Leadership Government 29

C Space

JUNE 24, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. The coronavirus pandemic has accelerated a move to ecommerce across all industries, and secondhand clothing is no exception, according to a report released by ThredUp.

Brands 52

Brands Policies Report Consumers 52

C Space

SEPTEMBER 16, 2020

But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. In early March we began reporting daily on how brands were dealing with Covid-19.

Brands 40

Brands Tourism Travel Sports 40