Second to None

APRIL 8, 2019

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. The Needy Customer Service Representative (or Chat Bot).

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Second to None

MARCH 18, 2019

Previously an online option only, Neiman Marcus now offers a place in the store where customers can interact with digital stylists who provide fashion expertise while archiving shopper history and preferences for future purchases. The brand calls the new location a “playground for everyone”. [1]

Retail 59

Retail Fashion Guidelines Customer Centricity 59

Second to None

APRIL 18, 2019

They also get the opportunity to interact with their followers, receiving feedback through comments and messages. 4] Furthermore, Dealsptr found that in the fashion industry, fashion influencers drive more purchasing decisions that family and friend recommendations. [5]

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

APRIL 5, 2018

Additionally, in-store product technologies that provide opportunities for self-service can be a great way to provide a diverse value to customers. T here may be a convenience advantage to shopping online, a main part of the in-store advantage is consumers’ desire to physically interact with a product before purchasing.

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Second to None

FEBRUARY 19, 2019

6] If your customers feel that their needs are being neglected in lieu of fashionable trends, their loyalty to your brand will deter. Offering samples is an interactive way to market private label products and increase customer engagement. Today, many customers want an interactive experience at their grocery store.

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

SEPTEMBER 21, 2018

Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform. 4] All these examples show major players in their space adjusting the value they provide to customers based on evolving consumer desires and industry trends.

Retail 54

Retail Consumers Brands Trends 54

Second to None

MARCH 18, 2019

Previously an online option only, Neiman Marcus now offers a place in the store where customers can interact with digital stylists who provide fashion expertise while storing shopper history and preferences for future purchases. The brand calls the new location a “playground for everyone”. [1]

Retail 48

Retail Fashion Guidelines Customer Centricity 48

Second to None

APRIL 9, 2018

Since the teams were combined, Sephora’s customer profiles have been rebuilt to include 360-degree data that tracks in-store purchases, interactions with sales people, online browsing and online purchasing. It’s changed the way we think about sales metrics, engagements and experiences across channels.”.

Brands 54

Brands Retail Loyalty Fashion 54

Second to None

FEBRUARY 19, 2019

6] If your customers feel that their needs are being neglected in lieu of fashionable trends, their loyalty to your brand will deter. Offering samples is an interactive way to market private label products and increase customer engagement. Today, many customers want an interactive experience at their grocery store.

Industry 48

Industry Brands Rewards Programs Loyalty 48

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Previously, a customer had to engage with the chat agent and ask for help. The highest-ranking answer? ‘No

Customer Experience 49

Customer Experience Video Sales ROI 49

ERDM

JANUARY 22, 2019

In the words of Scott Emmons, Head of the Innovation Lab: We were looking for a way to improve the capabilities and effectiveness of our online chat agent. Previously, a customer had to engage with the chat agent and ask for help. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value.

Customer Experience 53

Customer Experience Video Sales ROI 53

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

APRIL 16, 2018

Simply collecting data about how customers are interacting with your brand is not enough to curate a leading CX platform. Each of those potential points of interaction creates data every time the customer acts by clicking on a website or performing a search or phoning a call center.

Data 54

Data Call Center Measurement Brands 54

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Better products and services.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101