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

Second to None

Charlie is the co-founder and CEO of Kite. He is a mobile advocate with over ten years of industry experience. Mobile devices have become a ubiquitous aspect of American consumer culture. The move to mobile is an integral part of these journeys.

Understanding The Relationship Between Brick-And-Mortar and eCommerce Retail

Second to None

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. In practice, this means creating a comfortable store aesthetic, with consistently engaged employees offering an appropriate level of service.

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The Importance of Collecting NPS and Gathering Feedback for the Product Team

Waypoint Group

However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to drive and prioritize where the focus of the product needs to be, from a customer perspective.

Why customer feedback is critical for digital transformation in 2020

Thematic

Digital transformation is one of those terms that has been taking the corporate world for the past years. In this article, we’ll look at some of these examples. The one resource that all companies (both tech and non-tech) already have is customer feedback.

7 crucial CX lessons from the Cyber 5 weekend

OpinionLab

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. It represents a great opportunity for retailers and ecommerce businesses to generate serious money. More people – almost two-thirds of the adult population – bought something this weekend than didn’t. So make it easy for them: you will win or lose on your customer experience.

7 crucial CX lessons from the Cyber 5 weekend

OpinionLab

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. It represents a great opportunity for retailers and ecommerce businesses to generate serious money. More people – almost two-thirds of the adult population – bought something this weekend than didn’t. So make it easy for them: you will win or lose on your customer experience.

How CX Is Impacting Consumer Preferences For Emerging Fast-Casual Brands

Second to None

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] Another impactful trend in this industry is the proliferation of different ordering technologies.

Measuring Your In-Home Associates’ Customer Service Capabilities

Second to None

Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. First, you need to make sure that the appointment-scheduling process reduces as much customer effort possible.

Open Up Your Organization’s Communication Channels

Second to None

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Consumers now have many different opportunities to express their voices to brands, and if your organization is not receptive to this feedback, it could result in disengaged customers, ultimately impacting your ability to confirm long-term relationships.

A new era for digital Voice of the Customer

OpinionLab

Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

How to Future-Proof Your Contact Center: Part 2 – Omnichannel Service

Smarter CX

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers. Read highlights below from the following customer experience experts: Nannette Bromley, Senior IT Project Manager, BISSELL. Laurie Simpter, Senior Manager, Customer Relations, Pier 1 Imports.