Kustomer

FEBRUARY 5, 2021

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. The twists and turns were endless, but the holiday season presented a whole new set of challenges. What is already a stressful time of year, was now uncharted territory.

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2020 E Commerce E-support Retail 98

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, Customers may still flock to big online retailers and avoid brick-and-mortar establishments.

Retail 52

Retail Omnichannel Customer Service Representative 2021 52

Beyond Philosophy

NOVEMBER 21, 2017

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Retailers drop their prices to bring more shoppers into their stores. on Thanksgiving day.

Retail 124

Retail Rewards Programs Sales Loyalty 124

Stella Connect

NOVEMBER 9, 2021

If past years have taught us anything, it’s that it’s never too soon to start preparing for the holiday season. From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. And they’ll need their issues resolved quickly so they can get back to their holiday season to-do lists.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

TechSee

DECEMBER 27, 2018

You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened. This holiday season, Santa will be delivering hot consumer products all across the globe. For retailers, this kind of spending is a boon. billion in revenue.

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Retail 2025 Consumers Presentation 84

Optimove

NOVEMBER 18, 2021

Earlier this year, CommerceNext conducted a large-scale survey among retail marketing leaders. And while, as we mentioned a few weeks ago – many marketers like to talk about how important Retention, Customer Data Platforms, and Actionable Data are – when push comes to shove, most will revert to old-fashioned, perhaps even outdated, tactics.

Marketing 64

Marketing Retail Loyalty Fashion 64

Interactions

DECEMBER 12, 2019

How are you delighting your customers? For large retailers, this question is of paramount importance, especially during the holiday shopping season. . A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often.

Retail 62

Retail Loyalty Rewards Programs Omnichannel 62

Alida

JANUARY 19, 2017

Aware of the increasing competition and decreasing margins, some activewear retailers are looking for new ways to stand out. Aware of the increasing competition and decreasing margins, some activewear retailers are looking for new ways to stand out. The rise of experiential retailing. The rise of experiential retailing.

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Retail Apparel E Commerce 2016 167

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. Table of contents What is a chatbot for customer service?

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Customer Service Social Media Banking 2008 96

Call Experts

NOVEMBER 20, 2019

The holiday season is here! According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." .

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Contact Center Management Call Center 2018 60

Optimove

MARCH 24, 2022

One primary idea we aggressively push – since it is backed by the strongest research possible – is that brands must prioritize investing in engaging existing customers BEFORE acquiring new ones during peak times. Yes, we know – it may sound crazy for many people in marketing.

Sports 52

Sports Fashion B2C Retail 52

ShepHyken

DECEMBER 21, 2016

The holiday season is almost over. And by the way, if you haven’t seen the hilarious Seinfeld episode with the holiday dinner at George’s home, put it on your must-see list. I bring up the holidays as an example when many companies ramp up their customer service. So, just think of the holidays as a busier than usual time.

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Customer Service Customer Service Training Sales Customers 101

Happy or Not

DECEMBER 12, 2022

The holidays – the most wonderful time of the year! The hustle and bustle that comes with the goal of crossing everything off on your shopping list can be stressful, or blissful, depending on how you like the season. . account for approximately 40% of all holiday retail traffic. . Customer service . #5

Retail 36

Retail 2022 2021 Customer Satisfaction 36

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. What is Conversational AI?

E Commerce 119

E Commerce E-support Banking ROI 119

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions.

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Blog Customer Service Tourism Retail 108

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. of respondents said they have “felt sorry” for retail workers who work on holidays. VOLUME 37: November 2014.

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Contact Center Document 2014 Social Media 126

Think Customers

OCTOBER 20, 2021

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. The state of brick-and-mortar.

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2022 Retail 2026 Omnichannel 52

Interactions

SEPTEMBER 10, 2020

billion into the US economy during the 2019 holiday shopping season. Coming out of the holiday shopping season there was a newfound sense of optimism and the fervent belief that nothing could stop the American consumer. What a difference a year can make. Post-Black Friday, shoppers pumped $730.2 Fast forward to today.

E Commerce 71

E Commerce Retail Consumers Customer Care 71

Call Experts

NOVEMBER 20, 2019

The holiday season is here! According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." .

Call Center 49

Call Center Management Contact Center 2018 49

Kustomer

OCTOBER 2, 2020

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important.

Consumers 80

Consumers Retail E-support Competitive Advantage 80

ReviewTrackers

MAY 7, 2020

In tandem with increased sales, the goodwill of the holiday season often results in significantly higher incomes for tipped staff members such as servers and bartenders. Consider, for example, featuring special table d’hôte of holiday dishes from around the world with regional specialties not usually featured on your menu.

Feedback 100

Feedback Entertainment Events Advertising 100

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

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Optimove

OCTOBER 6, 2022

How are we to know which offer is the right one to extend? How are we marketers to know which sale will win our customer’s heart? How do we do it right? Below are a few email marketing strategies that can help you win over your customers on what is possibly the most competitive day of the year for retailers.

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Events 2021 Loyalty Retail 52

LiveChat

SEPTEMBER 27, 2016

Holiday season is often the most profitable time of the year for online businesses: “Not only the last quarter of the year see increases to the number of orders but the average order sizes also tends to be much bigger as well. In fact, some retailers make up to 40% of their yearly revenue in the last quarter alone.”.

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Social Media Retail Sales Presentation 73

Optimove

DECEMBER 15, 2022

But although Christmas is so close and the holiday season is in full swing, it’s never too late for some last-minute tips to make sure you’re on top of your Christmas marketing game. Pro tip: This is the perfect time to ship a location-based campaign that hits your customer’s smartphones when they’re near your store. Bottom line?

Retail 52

Retail Marketing Social Media Rewards Programs 52

ShepHyken

NOVEMBER 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. How do you make customers feel?

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Article 2019 Customer Service Retail 73

Optimove

JULY 29, 2021

” That’s why a year ago, in the summer of 2020, so many had to find new, creative ways to keep their players and customers entertained. They don’t come for the same reasons, don’t behave in similar ways, and need different CRM treatment to become returning customers. But that was last year.

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Sports Entertainment Events Retail 52

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. shows how to buck the trend using Artificial Intelligence (AI). What came first, Coronavirus or poor customer service? British retailer, Laura Ashley is a classic example.

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Poor Customer Service Customer Service Insurance Automotive 105

SurveySparrow

APRIL 28, 2023

By understanding how and why people make purchasing decisions, you can tailor your marketing strategies and improve your chances of success. Understanding consumer behavior is crucial for businesses to create effective marketing strategies that appeal to potential customers and lead to increased sales.

Consumers 52

Consumers E Commerce Advertising Social Media 52

Ann Michaels and Associates

JANUARY 7, 2021

In a very controversial year, from politics to how COVID was handled, one thing we can all agree on and that is that 2020 changed eCommerce forever. I can remember back 10 years ago when many retailers were still less than optimistic of creating an eCommerce site for their business. Retail stores like Pier1 come to mind.

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E Commerce 2020 Retail 2012 52

Optimove

JUNE 15, 2023

Or a hell-bent on ensuring your customers are continually engaged – aka ‘scheduled’ SMS marketer? That’s the magic that happens when you respond to specific customer actions or events as they happen. Think about it: You’re an online retailer. Are you a plan-it-all-out, ship-at-regular-intervals kinda SMS marketer?

Marketing 52

Marketing Return on Investment E-support Events 52

Kustomer

NOVEMBER 22, 2021

Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. Customer support jobs are stressful due to time pressures, complex problems and potentially frustrated customers. What Are the Common Causes of Burnout in Customer Service Agents?

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Omnichannel Demo Retail Leadership 98

ShepHyken

FEBRUARY 15, 2019

Investing in a point of sale (POS) system is a game changer for your retail business. From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. 60% of consumers will pay more for a better experience , so it literally pays off.

Blog 89

Blog E-support Retail Sales 89

ReviewTrackers

APRIL 30, 2019

In tandem with increased sales, the goodwill of the holiday season often results in significantly higher incomes for tipped staff members such as servers and bartenders. Consider, for example, featuring special table d’hôte of holiday dishes from around the world with regional specialties not usually featured on your menu.

Feedback 89

Feedback Entertainment Events Advertising 89

Solvvy

SEPTEMBER 17, 2018

The most wonderful time of the year officially begins with a turkey feast and ends with wishful New Year’s resolutions — this period includes the all-time favorite holidays including Thanksgiving, Christmas, Hanukkah and Kwanzaa. But for retailers, the most wonderful time of the year is already here.

Retail 54

Retail 2018 Customer Satisfaction 2016 54

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Normally, this occurs through channels such as traditional customer service, the website, and social media. Aided listening.

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Social Media Leadership Customers Brands 195

Magellan Solutions

JUNE 14, 2021

Is it more practical to hire seasonal employees in retail call center outsourcing ? Which is why many eCommerce businesses prefer a retail call center outsourcing. However, you can’t have a lot of customers anytime. However, you can’t have a lot of customers anytime. Pros: Manageable Number of Agents on a Given Seasons.

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Call Center Retail Consumers Consulting 40