Maru Group

JANUARY 8, 2019

2018 was an important year for retailers and UK brands. Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history. The customer journey doesn’t stop when a shopper hits ‘purchase’.

2019 56

2019 Customer Experience Retail 2018 56

Maru Group

DECEMBER 18, 2018

Our unique methodology uses trained assessors to evaluate the end-to-end user experience across a selection of leading retail sites. Looking at everything from first impressions through to delivery and customer care, the results allow us to pinpoint key features of a winning digital customer experience. 2018 Christmas Winners.

Retail 40

Retail Touchpoint 2018 Fashion 40

Oracle

DECEMBER 17, 2018

Here are three ways consumers will be able to enjoy retail therapy in 2018. Retailers are looking to their littlest guests to act as micro-influencers this holiday season by offering both in-store and online experiences for children— at no cost to the parent. 2018 is the year of shipping wars with big box retailers.

Retail 40

Retail 2018 Omnichannel Events 40

Beyond Philosophy

NOVEMBER 21, 2020

Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. Understanding the Value Drivers for customers in online or digital experiences is essential to success, much like it is with the rest of the Customer Experiences people have with you.

Consulting 60

Consulting 2018 2020 Financial 60

Second to None

SEPTEMBER 20, 2018

On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. Concurrently, search engine optimisation, or SEO, no longer simply relies on targeting data-specified keywords, but now takes into account user experience. How mobile-first indexing can impact your customer experience. Let’s dive in.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. They want an easy, transparent experience from brands that treat them well, value their time and reduce friction in all areas. How are UK banks doing in terms of the customer experience?

Banking 49

Banking Customer Experience 2018 Social Media 49

ERDM

FEBRUARY 12, 2018

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” For 2018 they need to trust that customers know what they want. So how do marketers step up and deliver?

Fashion 58

Fashion 2017 Omnichannel 2018 58

Oracle

AUGUST 27, 2019

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. This area of overlap points to the increasing influence and decreasing cost of “smart” customer experience tech. Today, however, the landscape has changed considerably.

E Commerce 58

E Commerce E-support B2C Retail 58

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. hours per day online , up from just 3 hours in 2009. How can brands therefore deliver the online experience that consumers expect and demand?

Customer Experience 58

Customer Experience 2009 2018 Consumers 58

Thunderhead

OCTOBER 19, 2018

In other words, satisfying customer needs, rather than ‘forcing journeys’ – for example, providing the option to have entirely online experiences. This is compounded by the digital car-buying experience feeling transactional – one client recently described this to me as “like buying a pint of milk”.

Omnichannel 40

Omnichannel Automotive 2018 2025 40

Beyond Philosophy

NOVEMBER 27, 2020

Experts estimate that anywhere from 50 to 80 percent of digital transformation projects failed in 2018. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year. However, success is not high with digital transformation. Satmetrix Systems, Inc.,

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

Second to None

JUNE 7, 2018

Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation. Ultimately, your brand needs to position itself as a consistently positive presence in their patrons’ lives?

Social Media 59

Social Media Voice of Customer Brands Consumers 59

Hallmark Business Connections

AUGUST 11, 2021

While avalanches of paid ads, promotional emails, and low-quality content saturate online experiences, one mailbox is less crowded – the one at the end of your driveway (or attached to your house or in your lobby). Audiences aren’t trained to think of their online experiences with a brand separately from their offline experiences.

Marketing 74

Marketing Magazine White Paper Social Media 74

Retently

AUGUST 22, 2018

Satmetrix NICE 2018 NPS Benchmark by Industry. Airlines, 2018, while other airlines struggled to be less awful. On the other hand, relationship drivers are more generic, like, the reliability of services, value for money, online experience, etc. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

Natalie Petouhof

SEPTEMBER 19, 2016

In fact, by 2018 in US, projected income = $3.4 And millennials take online action all the time! 47% write about good online experiences. 70% would create a video and post it online or write a review about their experience with a company. Trillion/year & surpassing Baby Boomer income.

Wireless 76

Wireless Social Media Events Contact Center 76

Oracle

APRIL 3, 2018

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. The brand offers integrated consumer experience in all sales channels: stores, website, and call center.

Fashion 50

Fashion Retail 2005 2011 50

Lumoa

APRIL 3, 2018

The online interaction might cost you 10 cents and a call might cost you 12 dollars (in the US). In this case, better online experience is tied to the business value. " Top performing companies in March 2018 according to NPS Benchmarks.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

Qualtrics

APRIL 28, 2020

Using website feedback to create breakthrough experiences. In June 2018, Tryg chose to roll out website feedback across two areas of its website: the product purchase flow and the claims process. “Previously, we’ve only ever collected CSAT for our call center channels - but we wanted to understand digital customer touchpoints.”

Insurance 29

Insurance Call Center Feedback Financial 29

Qualtrics

OCTOBER 10, 2019

Oasis – merging online and in-store fashion retail. UK fashion chain Oasis has gone far beyond the ‘iPads-in-stores’ trope and has delivered deep digital integration of instore and online experiences. Widely praised for their “all-rounder” approach to omnichannel experience design, Oasis has reaped rewards in the form of a 6.5%

Travel 34

Travel Retail Multi-Channel Fashion 34

Chattermill

NOVEMBER 4, 2018

on 5 Nov 2018. Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. How NLP, ML and Deep Learning Can Transform Your CX Strategy. by Sam Frampton. Deep Learning. Machine Learning.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

2021 45

2021 Events Social Media 2013 45

C Space

JUNE 15, 2020

In 2018, he announced scholarships for two black students attending Cambridge University , expanding the scheme with two more in 2019. He and black YouTube influencer Courtney Daniella were credited with helping boost the number of black applicants inquiring about its courses, with an almost 50% increase in admissions between 2018 and 2019.

2020 52

2020 Brands Travel Books 52