Beyond Philosophy

DECEMBER 12, 2016

The report found three features online shoppers deemed most critical to earning their business: Many return options, including in-store and shipping options; 87% said having multiple return options would make them more likely to buy a product online. For example, the incentive for the loyalty program could be a good discount.

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

MAY 19, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. What success have you seen with customer journey mapping?

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

Beyond Philosophy

MAY 18, 2016

Perhaps more significantly, the online experience is no better, even as Amazon threatens to overtake Macy’s as the nation’s top clothing retailer. If department stores aren’t building customer loyalty online, it may be harder than ever to get people into the physical store.

Fashion 113

Fashion Retail Loyalty Consulting 113

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. What about Call to Action in the Retail Experience? Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there?

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

JUNE 11, 2015

…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Combine both offline and online experiences, where virtual and in-person activities can be worked into gaming.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

CSM Magazine

JUNE 17, 2020

“Our clients, on average, benefit from more than 35 percent net new revenue, 45 percent operational savings, and 95 percent customer satisfaction ratings, driving real value and customer loyalty.”. Customers today craft their own journey to connect with companies, demanding a consistent, unified brand experience physically or virtually.

Automotive 52

Automotive Engagement Multi-Channel Banking 52

Beyond Philosophy

OCTOBER 3, 2014

Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM 2014 Sports 154

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. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Social Media 59

Social Media Voice of Customer Brands Consumers 59

SurveySparrow

SEPTEMBER 20, 2021

Customer loyalty. You can find out by booking a free consultation with their experts. #9 Online experience activation. Online store workflows. User activity tracking. Central admin dashboard. NPS tracking & benchmarking. Recruiting & onboarding surveys. Customer satisfaction surveys. 360 surveys.

2021 52

2021 Management Multi-Channel Omnichannel 52

Kustomer

FEBRUARY 18, 2020

To replace the experience of trying on makeup at a counter in a department store, Glossier creates an immersive, digital journey. Hyper-popular beauty and skincare provider Glossier makes buying their products as intuitive and personal as possible. And having your product feedback heard or incorporated can feel hopeless.

Online Experience 52

Online Experience Brands E Commerce E-support 52

Kustomer

FEBRUARY 18, 2020

To replace the experience of trying on makeup at a counter in a department store, Glossier creates an immersive, digital journey. Hyper-popular beauty and skincare provider Glossier makes buying their products as intuitive and personal as possible. And having your product feedback heard or incorporated can feel hopeless.

Online Experience 52

Online Experience Brands E Commerce E-support 52

Kayako

MARCH 14, 2017

Tim Riley, Warby Parker’s director of online experience, has also mentioned the extra steps they took when designing their POS (point of sale) system to “allow salespeople to be one-on-one with the buyer” and ensure their customer experience didn’t ask customers to keep repeating their preferences whether shopping in-store or online.

Brands 39

Brands Customer Experience Retail 2017 39

Service Untitled

MARCH 10, 2010

Service Untitled The blog about customer service and the customer service experience. Every year each employee is required to write a short essay about the culture of the company.

Blog 41

Blog Customer Service 2010 2006 41

Beyond Philosophy

JUNE 4, 2015

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. They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Lumoa

JUNE 26, 2023

But some purchase processes are complicated, decreasing customer satisfaction and loyalty. A high CES indicates an effortless purchase process and is ideal for a successful omnichannel customer experience. Marks & Spencer , a well-known retail brand, hosts live consultations on their website apart from displaying their products.

Omnichannel 83

Omnichannel Customer Experience Net Promoter Score Social Media 83

Second to None

SEPTEMBER 20, 2018

The best eCommerce brands are completing mobile-first indexing when designing their digital brand experience. If your brand is hoping to provide this online experience, it is important to understand: How mobile-first indexing works. How mobile-first indexing can impact your customer experience.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. The question is, how can you measure it?

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

Beyond Philosophy

JANUARY 12, 2022

However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind. Consumers are making radical changes in their behavior that impact brand loyalty and revenue. Retailers should know their customers’ intent, both online and in-person.

Retail 139

Retail Contact Center 2021 Customers 139