Optimove

MARCH 30, 2023

For retailers, it means that getting consumers to spend more will be a struggle and that existing customers will hold the most promise. To engage existing customers more efficiently, brands must employ a Customer-Led approach to marketing that champions starting every marketing action with the customer rather than a product or service.

Consumers 94

Consumers Omnichannel 2022 Retail 94

Forrester's Customer Insights

JANUARY 22, 2019

Omnichannel investments, including in-store pickup and endless aisle, continue to be top strategic investment for digital business professionals at retail organizations.

Omnichannel 43

Omnichannel Retail 2022 Touchpoint 43

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Customer experience comes first. Customers choose retailers with optimal prices. Definitely, no.

Retail 106

Retail Blog E Commerce Customer Experience 106

Forrester's Customer Insights

NOVEMBER 26, 2023

During the holiday retail crunch and last-minute scramble, read Forrester's tips to ensure a merry customer service retail season.

Retail 29

Retail Customer Service Customers Omnichannel 29

Forrester's Customer Insights

APRIL 10, 2023

You can find The State Of Cloud In Retail, 2023 on the Forrester website now. Unlike more highly regulated industries like healthcare and financial services, retail has leaned on cloud heavily since the early days to power blazing-fast websites […]

Retail 26

Retail 2023 Healthcare Financial 26

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. They’ve mastered omnichannel support.

Technology 170

Technology Brands Customer Experience Omnichannel 170

Happy or Not

JANUARY 3, 2022

As the growth of customer interactions in the digital space keeps on accelerating, a remarkable omnichannel experience is a critical success factor. A study by McKinsey shows there’s a strong link between opening physical stores and increased traffic to the retailer’s digital sites. A glimpse of our future roadmap.

Omnichannel 69

Omnichannel Loyalty Programs Roadmap Retail 69

Kustomer

AUGUST 15, 2022

We’ve seen incredible strides in customer convenience strategies from companies like The Farmer’s Dog , as one example. Looking for a way to provide more meaningful responses, rooted in customer insights, The Farmer’s Dog cooked up several tried and true CX strategies. Omnichannel Support. Hyper-Personalization.

Customer Experience 59

Customer Experience Omnichannel Average Handle Time Customer Journey 59

Forrester's Customer Insights

SEPTEMBER 24, 2019

What should our omnichannel scorecard look like? These are some of the questions I often get from retailers. Retail performance dashboards will most certainly include touchpoint-focused, point-in-time metrics such as online conversion rates. What key metrics should be included? What metrics are we missing?

Omnichannel 30

Omnichannel Measurement Retail Metrics 30

Kustomer

NOVEMBER 4, 2020

More Businesses Will Switch to an Omnichannel Approach. Customer experience is becoming complex, with 51% of businesses using at least eight channels for CX alone. Many are still adapting to new strategies of providing digital customer service , as well as enhancing their CX to cater to customer expectations in a virtual space.

2021 140

2021 Customer Experience E-support Omnichannel 140

Kustomer

JUNE 1, 2023

Providing seamless communication methods across multiple channels, from phone to live chat, ensures that your customers are able to engage with your brand in the method that is personalized to their preferences. Show customers an omnichannel approach, and you increase the chances of reaching them and making it easier for them to reach you.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Author: Anne-Claire Bellec - Marketing Director Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

Optimove

JUNE 22, 2020

Customer-centric retail brands looking to provide personalized customer experiences across all marketing channels know that it is crucial to test and optimize consistently. This brand reduced CAC by 75% and customer churn by 32%, all while increasing average customer LTV by 12%.

Customer Retention 52

Customer Retention Loyalty Loyalty Programs Retail 52

Oracle

APRIL 23, 2019

In this 10th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. Rand, I hear that you have a customer insight retail analytics solution to show me. The post Smarter Demos: Using Insightful Customer Analytics to Drive Loyalty appeared first on SmarterCX.

Demo 45

Demo Loyalty Insights 2019 45

Forrester's Customer Insights

JANUARY 28, 2019

The future of retail is already here: Alibaba’s New Retail is reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the bandwagon.

Retail 44

Retail Presentation Omnichannel B2C 44

Forrester's Customer Insights

MARCH 12, 2024

Read the latest Forrester blog from Principal Analyst Lily Varon and Senior Researcher Nicole Murgia on consumer retail payment preferences.

Retail 57

Retail Consumers Blog Omnichannel 57

Forrester's Customer Insights

OCTOBER 3, 2019

For customers today, fast and free shipping is becoming the expectation, not a luxury. The conundrum: As shipping times decrease, and customer expectations increase, how do you deliver packages to shoppers inexpensively, effectively, and efficiently?

Retail 38

Retail Customer Expectations Customers Omnichannel 38

Peter Lavers

DECEMBER 21, 2017

This blog “ Talking Omnichannel But Organised Multi-Channel? Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. The Retail Reflections blog from Andrew Busby.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Forrester's Customer Insights

DECEMBER 17, 2020

Bizrate Insights surveyed shoppers to find out how they are shopping this year. The holiday season is in the home stretch and we’re expecting US online holiday sales this year will top $173 billion – or fully 24% more than last year. With just a week left, some key takeaways from their data indicates that: […].

Retail 44

Retail Consumers Insights Sales 44

Forrester's Customer Insights

MAY 30, 2018

In today’s increasingly crowded digital commerce market and with increasingly tighter budgets, retailers have to make smart choices about which technologies to invest in and which they should forego for now. To help retailers sift through the options, we conduct an annual top trends study.

Retail 36

Retail 2018 Technology Marketing 36

Forrester's Customer Insights

MARCH 29, 2019

We’ve just published this year’s edition of “The State Of Retailing Online 2019: Omnichannel, Marketing, and Personalization,” a report we conduct annually with the National Retail Federation (NRF).

Omnichannel 47

Omnichannel Retail 2019 Marketing 47

Kustomer

NOVEMBER 4, 2020

More Businesses Will Switch to an Omnichannel Approach. Customer experience is becoming complex, with 51% of businesses using at least eight channels for CX alone. Many are still adapting to new strategies of providing digital customer service , as well as enhancing their CX to cater to customer expectations in a virtual space.

2021 52

2021 Customer Experience E-support Omnichannel 52

Forrester's Customer Insights

JULY 31, 2023

A strong return strategy lets digital business leaders enhance their brand’s reputation, win new customers, and achieve greater customer lifetime value.

Retail 26

Retail Customers Omnichannel Customer Experience 26

delighted

NOVEMBER 12, 2019

Brands will have to differentiate themselves not based on price and product (as they have in the past), but rather on the experience that they provide to customers in both their physical and online retail stores. Ongoing customer engagement (pre and post-purchase). Abandoned carts are the bane of every retailer.

Retail 40

Retail Omnichannel Social Media Consumers 40

Forrester's Customer Insights

APRIL 14, 2021

Use best-in-class examples to prioritize your retail mobile app development.

Retail 31

Retail Omnichannel B2C Technology 31

SurveySensum

JULY 20, 2023

This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. To address this, we have put together a comprehensive guide that provides insights into common pain points in both digital and in-store retail experiences , providing actionable strategies to resolve them.

Retail 52

Retail Feedback 2023 Social Media 52

CSM Magazine

FEBRUARY 6, 2019

With the consumer journey now favouring omnichannel touchpoints, strategies must act on key metrics whilst still lowering the cost of every interaction. This metric is usually calculated through average order value, purchase frequency and customer time length. So omnichannel tracking is necessary. About the Author.

Customer Service 51

Customer Service Omnichannel Social Media Sales 51

Forrester's Customer Insights

NOVEMBER 4, 2022

Retail strategy for the holidays has always been about achieving two, if seemingly contradictory, goals: Goal #1: Marketing specific products to specific customers to attract and convert them Goal #2: Selling inventory that minimizes out-of-stocks and overstocks by the end of the season With many retailers, including Target, entering the holiday season (..)

Retail 26

Retail Omnichannel Marketing Customers 26

Optimove

MAY 4, 2023

Geo- targeting is when a business specifies the location(s) they want their campaigns to ship, considering richer, deeper customer insights such as past-purchase behavior. That’s when marketers create segments of users visiting competitive locations to convert them into customers. around a brick-and-mortar store).

2023 52

2023 Social Media 2025 Connections 52

Forrester's Customer Insights

MARCH 29, 2018

Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. A truly omnichannel operation that spans the customer life cycle will optimize revenue, […].

Omnichannel 6

Omnichannel Retail Measurement Consumers 6

Forrester's Customer Insights

OCTOBER 31, 2019

Prior to last year, Nordstrom had a relatively small physical retail footprint in NYC, which is currently its largest market for online sales. Last Thursday, Nordstrom opened the doors to its highly anticipated NYC flagship location.

Retail 22

Retail Sales Brands Marketing 22

Forrester's Customer Insights

DECEMBER 23, 2019

Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Enter Nike.

Loyalty 39

Loyalty Omnichannel Marketing Customer Experience 39

CSM Magazine

DECEMBER 8, 2022

In the wake of significant inflationary pressures leaving consumers with less disposable income, retailers can’t afford to ignore the critical importance of creating exceptional customer experiences. To the Retail Customer Experience Victors, Go the Spoils. Still, a negative customer experience can send shoppers packing.

Retail 52

Retail Customer Experience Loyalty Programs Omnichannel 52

ProProfs Chat

MARCH 13, 2020

As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. Buyers today expect to have multiple touchpoints with the retailer. Omnichannel customer experience is the outcome of customer-centricity. So, what is omnichannel customer engagement? .

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

Uniphore

OCTOBER 7, 2021

Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges. This is an excellent example of using customer mistakes as an opportunity to go above and beyond and show you care.

Customer Service 45

Customer Service Airlines Insurance Hotels 45

Forrester's Customer Insights

DECEMBER 20, 2019

Most marketers understand that earning loyalty is bigger than rewards programs and incentives, that it’s important to treat different customers differently. As 2019 winds down, I’m getting more questions about what’s going to be new and next in loyalty in the coming year.

Loyalty 29

Loyalty Omnichannel Rewards Programs Loyalty Programs 29

John Paul

OCTOBER 22, 2018

Subsequently, the RRG group (Renault Retail Group) has trusted John Paul with the launch of their new Alpine A110. Artificial intelligence enhances the client experience, allowing Concierges to customize each interaction with data that continually enriches the member’s profile for complete customer insight.

Automotive 40

Automotive Transportation Travel Banking 40