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.

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.

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.

eCommerce Will Account for 36% of Global Fashion Retail Sales by 2022

Forrester's Customer Insights

Fashion is the second largest retail category after grocery. A quarter of clothing, accessories, and footwear (fashion) spending already occurs online and is still rapidly growing. In our recently published Online Fashion Retail […].

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

Service Untitled

Chief creative officer Christopher Bailey made sure only one central location would be responsible for the Burberry theme; thus concentrating on design and the ‘brand’ which is inexorably fashion. What keeps a company in business in today’s competitive retail market?

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. Innovation Customer Experience retail fashion apparel

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.

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.”

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?

Introducing The Temkin Customer Success Index

Experience Matters

As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams. 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.

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.

How Emotion Is Changing The Face Of Customer Feedback

Rant And Rave

It makes our performance better, our messaging stronger, and a good old-fashioned customer survey is an obvious way of generating it. We all love customer feedback.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

inContact

The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group.

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

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.

Make Your Service a Headline!

Wired and Dangerous

They consider how they might animate their customers’ experience in a fashion that touches something familiar within them, yet shows them something new about themselves, their lives, or their world.

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.

What are you doing to thank your employees and customers?

Wired and Dangerous

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

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!”

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

African Super Heroines and The Power of Social Influence

NetBase

Afrofuturism is focused on everything African, from its people and traditions, to its art, fashion and music, with some science fiction and magic thrown in for good measure – and its inspiring both creatives and companies across the globe in a variety of endeavors.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

inContact

TechStyle Fashion Group. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group. Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts.

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?

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.

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.

Q&A with Olivier Mourrieras, Vice President, Customer Experience Centre of Competence, E.On, Part 1

Think Customers

Here''s an objection I sometimes hear when I talk to people about how improving customer experience can boost business performance: "Sure, it sounds great for glam industries like automotive or fashion.

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

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.

Put History to Work for Customer Delight

Wired and Dangerous

The old fashioned “note card” system can be just as effective. A guest of the Ritz-Carlton Hotel in Naples was attending a two-day conference. Since his two children had a school holiday and his wife was working, he brought his children with him on the trip.

Hotels 180

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.

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.

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.

Hire People with the Ability to Care: A #MakeMomProud Case Study

Customer Bliss

Then, they train these folks how to make change in their hand the old-fashioned way and how to count it back to you. In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis.

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".

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.

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?

Innovative Service: A Fond Farewell to 2014!

Wired and Dangerous

In innovative service, thank you means communicating gratitude in a fashion that makes customers feel your authenticity.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

inContact

The fashion world constantly needs shaking up, and TechStyle is doing exactly that. Whether it’s the active wear of Fabletics, footwear with Shoedazzle, women’s fashion from JustFab, or children’s items via FabKids, TechStyle’s great taste doesn’t stop at clothing.