Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Email performance was particularly poor with only two successful answers received by travel brands - and one those took over 7 days.

Travel 49

Travel Brands Airlines Customer Experience 49

Maru Group

NOVEMBER 2, 2018

Brands and businesses operating in the UK are facing an uncertain time. Unsurprisingly, clothes and fashion (31%), holidays and travel (28%) and eating out and leisure (28%) are going to take the biggest hit when it comes to consumer spending over the next six months. Customer experience is vital as expectations of businesses rise.

Customer Experience 149

Customer Experience 2018 ROI Travel 149

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. All stories are free to stream on desktop, laptop, phone or tablet.

2020 52

2020 Brands Hospitality Entertainment 52

Think Customers

JULY 29, 2022

Customer intent is defined as the reason or purpose behind a customer’s actions or behavior towards a brand. It looks beyond the superficial factors such as what customers are requesting or where they are requesting it and focuses on the customers’ true goals for the interaction.

Apparel 59

Apparel Automotive Tourism Fashion 59

Thematic

DECEMBER 9, 2022

You need insights you can act on to reduce customer churn, improve products and services, and get an edge over competitors. How to use customer insights to your advantage: 1. Stores became ‘welcoming hubs’, where customers could give ideas on their ideal Starbucks experience through an online portal.

2008 71

2008 2010 Customer Satisfaction Fashion 71

SurveySensum

MAY 31, 2024

Boosting customer retention : When you proactively identify points, address concerns, and solve issues, it makes customers happier and encourages them to stick to your brand. Amazon is a prime example of a brand using real-time personalization. Myntra Myntra is an Indian brand that is acing it with AI customer experience.

Customer Experience 52

Customer Experience 2024 Banking Omnichannel 52

Thematic

SEPTEMBER 12, 2021

CX metrics reflect how customers feel about interacting with your brand. If customers share opinions about your company, you should use that opportunity to dig in.even if the truth hurts. Customer loyalty Customer loyalty is similar to customer retention, but think of loyalty as the souped-up version of retention.

Metrics 117

Metrics Feedback NPS Loyalty 117

CSM Magazine

SEPTEMBER 24, 2019

The 2019 Eptica Insurance Digital CX Study found that delivering good service is at the heart of winning and retaining customers, building long-term trust. Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

SurveySensum

JANUARY 29, 2024

This is the time when you need to roll up those sleeves because we’re diving into some simple yet killer tweaks to turn that one-time buyer into your brand’s biggest fanboy (or fangirl). Ready to level up that customer love? No need for grand gestures; sometimes it’s the little things that make hearts throb for your biz.

Sales 52

Sales Customer Experience Social Media Demo 52

Forrester's Customer Insights

JULY 13, 2020

How Poor Pandemic Management Destroys A Brand As the rest of the UK started emerging from lockdown, the city of Leicester saw local restrictions reimposed due to a second wave of infections.

Fashion 36

Fashion Marketing Retail Brands 36

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. But partnerships don’t have to be between huge companies; a local pharmacy can partner with convenience stores or fashion retailers. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ProProfs Chat

DECEMBER 6, 2019

With high satisfaction rates, it can minimize customer churn rates and also spike organic lead generation in the process. Remember that customers who are satisfied will be more inclined to recommend the brand to their family, friends, and acquaintances. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Service 97

Customer Service Social Media Customers Touchpoint 97

Forrester's Customer Insights

NOVEMBER 7, 2023

The “great resignation” of 2021 saw many companies step up their employer branding to retain coveted employees and woo talent. When economic conditions shifted in 2022 and layoffs hit tech and other sectors in a dominolike fashion, we saw some employers pivot to attitudes that reflected the sentiment, “You’re lucky to be working here.”

B2B 50

B2B Fashion 2022 2021 50

Customers That Stick

JANUARY 22, 2015

Name, address, phone number, email address and the like are essential to making sure you can contact your customers in a timely fashion. This information includes what you need to know to provide your products and services to the customer properly. This is the solid foundation you need to stay in contact with your client.

Information 119

Information Customer Service Training Magazine Sports 119

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. The program is actually called, ‘ Voxi Drop ’.

Magazine 52

Magazine Loyalty Innovation 2020 52

Middlesex Consulting

MAY 31, 2015

In turn B2B vendors keep wondering what is it that they are not getting right and thus go back to the same old, same old,- tinkering furiously all over again with the product, the price, the delivery and at best the packaging and ironically losing both money and customers in the process. Getting ready to roll out a customer help line?

B2C 60

B2C B2B Magazine Competitive Advantage 60

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

LiveChat

AUGUST 15, 2017

Read on to see five compelling cases for bringing chatbots and live chat apps into your ecommerce brand. Offering your ecommerce customers a highly personalized experience of your site with the addition of a live chatbot can help guide consumers down the sales funnel, and ultimately influence their buying decisions.

Advertising 28

Advertising Fashion Airlines Social Media 28

Alliance by IFS

OCTOBER 17, 2019

The Real ROI of Transforming Your Customer Experience Strategy. In the new era of evolved customers, the status of your brand is no longer enough. Today’s customers demand truly personalized experiences. Customer experience is no longer an option but rather a significant source of revenue.

ROI 20

ROI Consumers Customer Satisfaction Fashion 20

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Hear the full interview.

Financial 26

Financial Insights Customers Automotive 26

Forrester's Customer Insights

NOVEMBER 25, 2019

The World Is Shocked That Victoria’s Secret Canceled Its Runway Show — Kidding Victoria’s Secret (VS) parent L Brands shared in its Q3 earnings call that it canceled the Victoria’s Secret Fashion Show.

Brands 29

Brands Fashion Events Customers 29

Kustomer

NOVEMBER 4, 2021

Jarvis shares his secrets to creating the perfect experience for his customers through mapping personas and using the right technology to supplement his team’s efforts. Listen to the full podcast to learn more about how you can get a 360 view of your customers. Bridging the Gap Between Brand and Customer.

Sports 98

Sports Customers Document Sales 98

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. In spite of privacy concerns, customers are willing to provide deep explicit data to get improved CX. INITIAL PURCHASE.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. In spite of privacy concerns, customers are willing to provide deep explicit data to get improved CX. INITIAL PURCHASE.

Customer Experience 49

Customer Experience Sales Customers ROI 49

Amity

DECEMBER 9, 2016

Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Using the conversations they have with their customers, the team weaves the words they hear to describe their product and company into their marketing efforts.

Customer Success 109

Customer Success Marketing E-support Social Media 109

Forrester's Customer Insights

AUGUST 19, 2020

Brands improvised, cutting media spend and adjusting their previous marketing strategies to accommodate rapid shifts in consumer behavior. Many companies, especially those in hard-hit industries like travel and fashion retail, were […].

Marketing 39

Marketing Fashion B2C 2021 39

Optimove

JUNE 17, 2021

But to achieve such an impactful goal as growing customer lifetime value meant scaling personalization, going from tens to hundreds of customer segments, deploying a lifecycle-based CRM strategy, accounting for realtime behavior, and combining it all with robust orchestration technology. Implementing the Above Process.

Blog 69

Blog Communication Metrics Fashion 69

Centercode

FEBRUARY 18, 2021

People have more influence over one another’s buying habits, with methods for endorsing or disavowing brands and products via reviews, star ratings, and social media. Today, with the stakes for tech product makers higher than ever, the need for faster, continuous customer testing results is at a fever pitch.

Wireless 59

Wireless Fashion Social Media Feedback 59

Kustomer

JULY 29, 2021

When social platforms were blowing up, many businesses took to these platforms to relate to their customers on a deeper level and to advertise in a way that was more integrated and personalized. Social commerce changes the way brands create relationships with their customers. Understanding Your Customers by Persona Building.

E Commerce 98

E Commerce Social Media E-support Fashion 98

SurveySensum

JULY 20, 2023

Recently, I went to H&M, my favorite brand, to snag a new pair of jeans. And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Customer churn is bad for any type of business and just like break-ups in real life, it stings.

Retail 52

Retail Feedback 2023 Social Media 52

ProProfs Chat

NOVEMBER 19, 2021

At some point in time, we all have answered a poll – Whether it was a question about our ideal election candidate or our favorite beverage brand. To what extent do you agree or disagree with the statement: I found value in using the products from [brand name] ? Have you ever purchased a product/service from [brand name]?

Engagement 98

Engagement Sports Net Promoter Score Financial 98

Currency Alliance

MAY 20, 2024

But, if the bank uses its loyalty program to facilitate consumers doing more business with their merchant customers, the bank should get detailed transaction data back from the partners when its points are earned or redeemed. The bank’s loyalty currency (if it has one) cannot usually be issued by other brands. as well as travel.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Kustomer

NOVEMBER 1, 2021

When social platforms were blowing up, many businesses took to these platforms to relate to their customers on a deeper level and to advertise in a way that was more integrated and personalized. Social commerce changes the way brands create relationships with their customers. Fully Understand Your Customer Demographic.

E Commerce 52

E Commerce Social Media E-support Fashion 52

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Chattermill

SEPTEMBER 3, 2019

The way customers purchase products has changed. But with slim margins and high churn rates, subscription-based business models mean the customer experience is more important than ever. From food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. man shaves.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40