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

Vision Critical

Similarly, luxury fashion group LVMH filled the role of CDO with an Apple exec. When Nike hired its first chief digital officer just over a year ago, it wasn’t just to lead a couple of projects.

TOUCHPOINT & FASHION RETAIL

News & Customer Experience

Today we enter the fantastic world of a fashion store. When it comes to fashion retail , there are so many and different touchpoints.

How Brazilian Fashion Retailer Passarela Uses Data for Better CX

Smarter CX

Here’s what we learned about Yasmini and the innovative work she and the Brazilian fashion retailer are doing in customer experience. In 2005 we’ve started Passarela.com, which was the first store to sell women’s fashion shoes in Brazil.

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. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service.

How Omnichannel Ready Are You?

Ready 3ABOUT THE STUDY Luxury Goods & Jewelry (242 companies) Consumer Electronics (253 companies) Cosmetics (204 companies) Sporting Goods (348 companies) Apparel & fashion (204 companies). fashion Ca te go ri es present on all. 242), and Apparel and Fashion stores (3 of 204).

9-1-1 Telecommunicator Lauded for Good Old-Fashioned Detective Skills

Customer Interactions

Good old-fashioned detective skills typically aren’t part of the job description, but this year’s PSAPs’ Finest Telecommunicator of the Year was able to apply her quick thinking and sleuthing to help police nab the bad guy. What does it take to be a successful 9-1-1 telecommunicator? Certainly, solid listening and communication skills are key, as well as a certain ‘thick-skinnedness,’ calm under pressure, manual dexterity and multi-tasking abilities.

Service Untitled» Blog Archive » Abercrombie & Fitch Customer Service

Service Untitled

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

Companies showing great CX in the wake of natural disasters

Customer Bliss

Airline margins are incredibly tight, and JetBlue will lose money on this in some form or fashion.

Customer-Centric Roundup: August 2017

iPerceptions

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

The Parallels Between Customer Experience and a Rolls Royce

Michel Falcon Experience

Has your company designed your customer experience in a similar fashion to how you mapped out this year’s marketing efforts?

Millennials Still Shop In Stores, But Are They in Yours?

Beyond Philosophy

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. fashion, home improvement, and electronics), but brick-and-mortar higher for customer service and returns and exchanges.

Stop Prioritizing CX Painpoints

Forrester's Customer Insights

From a customer impact perspective, it may seem to make sense that you would start prioritizing your CX improvement efforts based on a list of customer or user painpoints – in a similar fashion that an emergency department would triage incoming patients.

Two Very Powerful Words

Wired and Dangerous

When delivering innovative service, thank you means communicating gratitude in a fashion that makes customers and colleagues feel your authenticity. As the Thanksgiving holiday approaches, we think it is appropriate to stop for a moment and reflect on how we show our gratitude. Thank you!”

What Happened to Relationships?

Wired and Dangerous

Give me back old-fashioned personal service, not this customer-ized baloney. CRM has been hot for a few years.

Surveying Non-Desk-Bound Staff

MaritzCX

Everyone agrees that it is important to gather feedback from employees in both a structured and unstructured fashion. Communication and transparency are critical to building a culture of trust and engagement where employees thrive and strive to provide their best performance.

Survey 260

Surveying Non-Desk-Bound Staff

MaritzCX

Everyone agrees that it is important to gather feedback from employees in both a structured and unstructured fashion. Communication and transparency are critical to building a culture of trust and engagement where employees thrive and strive to provide their best performance.

Survey 260

Seeing Beauty in Others: People Skills Chat July 26th | #peopleskills

Kate Nasser

Fashion photographer Rick Guidotti's video on albinism inspires #Peopleskills Twitter chat Seeing Beauty in Others Beyond the Norms. JOIN The People Skills Coach™. The post Seeing Beauty in Others: People Skills Chat July 26th | #peopleskills appeared first on KateNasser.com.

Gratitude – Important for Independence Day and A True Measure of your Service Warmth

Wired and Dangerous

Thanks means communicating gratitude in a fashion that makes customers feel your authenticity. “Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking?

Celebrating #WomenInCX this #InternationalWomensDay

Customer Guru

In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion. There is perhaps no one better than Zahra in the fashion blogging space.

Goodbye to a Wonderful 2017! Hello to a fabulous 2018!

Wired and Dangerous

Delivering great service means making sure that your entire organization communicates gratitude in a fashion that makes customers feel your authenticity.

On Customer Obsession

Maz Iqbal

Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line. 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".

Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery

Michelli Experience

The Secondhand Market – According to a recent article in the Fashion Network, the largest online consignment shop (thredUp) reports millennials (30%) and women over age 65 (32%) are becoming more actively involved in thrift or secondhand shopping. According to the Fashion Network article, shoppers with incomes greater than $125,000 are also passing up Neiman Marcus and Saks Fifth Avenue to buy second-hand goods.

Trends 109

Vuzix to Debut ‘Blade’ Smartglasses at CES Next Week

QuestionPro Audience

Weighing in at 3 oz and using proprietary waveguide optics, the company says they’ve fit in a “sizable virtual screen and brilliant pallet of colors via a thin completely see-through lens, in a fashionable form factor.”

Surveying Non-Desk-Bound Staff

MaritzCX

Everyone agrees that it is important to gather feedback from employees in both a structured and unstructured fashion. Communication and transparency are critical to building a culture of trust and engagement where employees thrive and strive to provide their best performance. High levels of employee contentment are reflected in the customer experience.

Survey 200

When is Your Service Check-up?

Wired and Dangerous

Are customers given an opportunity to participate in a fashion they would not have expected? You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check.

Digital Experience Holiday Wish List

Topdown

Getting a fashion doll with just one outfit. Did you get a shiny new digital experience delivery platform under your tree this year? Were you super-excited to unwrap it and have all your DX delivery needs taken care of by one big end-to-end solution?

How are You Communicating Gratitude and Appreciation?

Wired and Dangerous

When delivering innovative service, thank you means communicating gratitude in a fashion that makes customers and colleagues feel your authenticity.

Voice of Customer Matures, But…

MaritzCX

Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception.

Voice of Customer Matures, But…

MaritzCX

Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception.

Voice of Customer Matures, But…

MaritzCX

Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception.

The Fundamental Guide to the Contact Center RFP

BlueOcean

Finally, there’s the good ol’ fashioned approach of Googling. Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?)

The Thinking Behind Your First Chatbot

Martin Hill-Wilson

The IVR variety could work after a fashion with enough determination to see it through. Over the last decade, self service never really caught on in the way some had hoped. But it always demanded you submitted to the way it wanted to work and so was seldom a memorable user experience. Even well designed web based service portals were a chore in terms of finding answers. That said, sometimes the right answer would pop up from a Google/Bing search and that would be that.

Why Human Connections Never Go Out of Style

360Connext

It’s fun to turn our thinking around and consider applying techniques which may seem old-fashioned to a modern-day challenge. The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways.

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*

Wired and Dangerous

Thanks means communicating gratitude in a fashion that makes customers feel your authenticity. “Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking?

Podcast: How Rent the Runway Makes a Statement with Style—and Service

Bain

People feel good when they look good—it doesn’t take a fashion expert to tell you that. But that feeling compounds when you make it easy for people to access clothing that’s unique, fits well and suits the occasion. That’s the Rent the Runway approach.

Innovative Service: Two Very Powerful Words

Wired and Dangerous

When delivering innovative service, thank you means communicating gratitude in a fashion that makes customers and colleagues feel your authenticity. “Thank you!” These are arguably the two most powerful words in the English language.

How Do Your Customers Rate Your level of Innovation?

Wired and Dangerous

Are customers given an opportunity to participate in a fashion they would not have expected? You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check.

Keeping the “R” in CX (Customer Experience)

Wired and Dangerous

Give me back old fashioned personal service, not this customer-ized baloney. CX (customer experience) has been hot for a few years.

Are You a Customer Forensics Specialist?

Wired and Dangerous

Service wisdom lies in finding ways to deliver the experience each customer values in the fashion preferred at the time desired. DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA.

Take Service Communication to the Next Level

Michelli Experience

Despite being much maligned, email communication continues to be the lifeblood of most businesses and principles that apply to it can be adapted (at least in part) for text, phone, and even incredibly old-fashioned vehicles like letters and hand-written notes.