Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. People are shopping online.

Reshaping retail: 3 innovation strategies for the e-commerce era

Vision Critical

Brick-and-mortar is making a comeback , but many retailers struggle to drive sales. In these precarious times, both established and new retail players need to focus on customer needs. That stunning stat demonstrates why brick-and-mortar retailers need to pursue an omnichannel strategy.

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Betting the Farm on CX: Tractor Supply featured for its winning online experience


The National Retail Federation recently highlighted Tractor Supply’s winning customer experience and top spot in the annual ForeSee Retail CX Rankings report. The post Betting the Farm on CX: Tractor Supply featured for its winning online experience appeared first on ForeSee. RetailIn the interview, SVP and CIO Rob Mills.

Create An Online Experience That Reduces Cart Abandonment Rates

Second to None

Establishing an excellent brand experience in the modern age is impossible without providing enhanced value to consumers that visit your online channels. This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. However, simply having the option of buying your product online is not enough based on current consumer expectations.

A Preview of Retail Innovation in 2020

Smarter CX

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. Retailers of all sizes are pushing the envelope to stand out through their CX. What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead.

NRF 2019: 3 Days of Retail Customer Experience Takeaways

Smarter CX

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Seamless omnichannel experiences. CX Events Customer Experience

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Connecting with Customers In The Moment: How These Brands Nailed It

Experience Investigators by 360Connext

Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. I know I’m not alone when I say I now watch more online video from all over the world than live American TV. Customers live in the moment.

Which retailers will thrive this Christmas and beyond?


Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.

3 Ways to Indulge in Retail Therapy This Holiday Season

Smarter CX

Consumers spend all year engaged in retail therapy to ward off the stress of every day life. Retailers know that a positive customer experience is vital to making sales, and this holiday season, they’re putting in efforts to make shopping fun again.

48 retail survey questions for the customer feedback you need


With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. However, while it’s projected that as many as 75,000 retail stores could close their doors by 2026, analysts still expect that 75% of retail buying in 2026 will still happen in physical stores. Why in-store retail customer feedback is vital.

How E-Commerce Businesses Can Thrive Amidst a Retail Crisis

CSM Magazine

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. An online site—particularly the checkout page—is an important tool for building credibility.

How are retailers working to improve customer experience?


Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Driving online customers to the store In 2015 U.S.

How Brazilian Fashion Retailer Passarela Uses Data for Better CX

Smarter CX

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. We want to deliver the best experiences, today. I love retailing.

The online retail Christmas battle; what makes a winning digital experience?


Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. Maru/edr Retail Benchmark 2018 leaders.

Does ‘showrooming’ mean the end of retail? Or can customer experience save the high street store…

Smith+co CX

Like Phoenix arising from the ashes, retail brands Jessops and HMV have both returned to the high street albeit in a stripped down, leaner form. But this was not enough to sustain sales in the face of the onslaught from online shopping. As the old saying goes ‘Retail is detail’.

5 breakthrough in-store experiences (and the employees behind them)


Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online.

Key Learnings from Cyber Monday 2018


While Cyber Monday 2018 was a huge success for online retailers, with U.S. billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time.

How Artificial Intelligence Is Changing eCommerce

QuestionPro Audience

A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience. The future is here, and the future is artificial intelligence.

5 Keys for Multi-Channel Customer Support

Experience Investigators by 360Connext

It’s not uncommon to spot shoppers scanning bar codes in stores to see if there is a less expensive price via online stores. How many retailers are training employees to feel empowered when this happens? Instead, many retail workers view the web and mobile devices as competition.

All Touchpoints in the Customer Journey Are Not Created Equal!

Wired and Dangerous

Even service providers who decorate their in-store or online experience with lots of joyful TLC and attention to details, then make online check-out, paper invoicing, or the cash register encounter seem like it was concocted and managed by an IRS agent eager to do an audit.

What Millennials Expect from Online Customer Service

Joe Rawlinson

It is only fair that they expect retailers to try and understand what they want. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. It’s a myth that millennials have abandoned physical stores in favour of online shops. The key then, you would think, is to combine the two experiences. Lessons on online retailing can also be learnt from the East.

How the Cincinnati Zoo and Botanical Garden Approaches the Visitor Experience

Customer Bliss

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. STRATEGIZE THE VISITOR EXPERIENCE.

Customer Experience Predictions for 2019


2018 was an important year for retailers and UK brands. And all at a time when retailing is in a midst of a massive transformation as brands attempt to stay ahead of changing customer needs. Customer Experience has never been so important.

What Is E Commerce? Understanding a Shifting Landscape

Smarter CX

In fact, e commerce was often used as shorthand for online retail, as those businesses were among the first to enlist the internet as a point of sale. The idea of a single e commerce model no longer applies in a world where customers, services, and the online experience have evolved to the point where almost every business has incorporated an internet component. This widening of the field has brought with it a re-think in how commerce is conducted online.

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Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations

Joe Rawlinson

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4

Customers Not Impressed With Black Friday and Cyber Monday Customer Experience

CSM Magazine

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. The 2015 Eptica Retail Black Friday Customer Experience Study surveyed the customer experience around festive shopping, particularly Black Friday and Cyber Monday, in both the UK and United States.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

What you present to a mobile audience is now the most important part of your online presence. If you are separating the online channel from the brick and mortar channel, or the mobile online experience from the mobile app, you are missing the advantage of having a consistent experience.

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The 2015 Wish List for Holiday Customer Service

Tricia Morris

In a recent Harris Poll, 23% of Americans said they would be willing to behave unethically if it meant leaving a retail store with the last hot holiday gift. And that folks, is why more and more people are shopping online…. For Retailers It’s the Most Wonderful Time of the Year.

What vCommerce Brands Get Right About Customer Experience


Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

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Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. A: If you have to choose one, then choose Customer Experience.

Your ‘Must Have’ Features For Successful Online Shopping

Beyond Philosophy

There are three critical elements every online holiday shopper expects this year. Chances are if you are shopping for the holidays, you are buying at least in part online. These results show us what the customers say their expectations are for their online shopping experience.

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. A world-class customer experience doesn’t happen by accident.

So how did customer service perform in 2015?


Three of the five industries that showed improvements were internet-based – ecommerce, social media and online travel – indicating that consumers are embracing the online channel for its convenience, efficiency and price.

Profit-Killing In Malls: Shocking Results!

Beyond Philosophy

But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. Perhaps more significantly, the online experience is no better, even as Amazon threatens to overtake Macy’s as the nation’s top clothing retailer.

How do UK banks rate on customer experience?


Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? At the same time online and mobile banking is growing, while traditional players also face a raft of agile new entrants that are focusing on the experience and services they provide to customers.

The business of booking a table; protecting revenue as spending set to drop


Elevating your customer experience. It means for restaurant brands already struggling to navigate a difficult, uncertain market, Thursday’s announcement reinforces the importance of delivering an exceptional customer experience – after all, we know that satisfaction and overall experience directly impacts the bottom line. Half of consumers go online before eating out. Maru/edr have measured online satisfaction for almost two decades.

Tweets Not All Sweet on Black Friday

Customers Rock!

Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. 38% of customers were delighted with the online shopping experience.

Brands In China Start Considering Digital Analytics To Avoid Disruption

Forrester's Customer Insights

However, traditional retail and manufacturing brands in China are very fragmented. Internet companies in China are using their strong capital resources to take center stage in many markets, creating new service delivery models, bringing online experiences offline, and making transactions through online marketplaces instead of in physical stores. Chinese businesses have been in a state of digital transformation for the past two decades.

Challenger banks must get the basics of customer experience right - Banking CX Part 2


Challenger banks must get the basics of customer experience right - Banking CX Part 2. customer experience. Challenger bank dashboards graphic customer experience (CX). Customer experience is key to the success of challenger banks, but some are not always getting the basics right. Mostly built from the ground up, challenger banks claim to be centered around delivering a top class customer experience. Great customer experience is now an expectation.

Subconscious Clues That Call People to Action

Beyond Philosophy

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense. What about Call to Action in the Retail Experience? When you find that Goldilocks sweet spot, however, it is Customer Experience gold.

Retail 101