Forrester eCommerce

SEPTEMBER 3, 2021

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”.

Customer 508

Customer Customer Loyalty Customer Experience Management 508

Korona

MARCH 25, 2022

Given that the probability of an existing customer returning to purchase something at your store is 60-70% compared to the 5-20% chance of converting a new customer, it’s no surprise that eCommerce brands are prioritizing customer retention. 7 Ways to Improve Customer Loyalty.

Customer Loyalty 98

Customer Loyalty eCommerce Customer Social Media 98

Korona

OCTOBER 12, 2022

Nothing is more rewarding for a liquor store owner than customers who are loyal to their store and recommend it to their friends and family. This suggests that people are more likely to be repeat customers of a physical location rather than just shop around for the cheapest option online. And consumers still prefer to do it in person.

Customer Loyalty 52

Customer Loyalty Customer POS Social Media 52

Korona

OCTOBER 12, 2022

Nothing is more rewarding for a liquor store owner than customers who are loyal to their store and recommend it to their friends and family. This suggests that people are more likely to be repeat customers of a physical location rather than just shop around for the cheapest option online. And consumers still prefer to do it in person.

Customer Loyalty 52

Customer Loyalty Customer POS Social Media 52

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 256

Customer Multi-channel Channel Customer Experience 256

Forrester eCommerce

JANUARY 30, 2023

When I first joined Forrester, I looked at the results from our annual Customer Experience Benchmark Surveys and saw that three customer service drivers kept coming up as some of the most influential drivers in a customer’s perception of CX quality: Did the agent answer all of my questions?

Customer Experience 195

Customer Experience Customer Customer Loyalty Omnichannel 195

Omnisend

JUNE 28, 2021

Ecommerce personalization is the process of tailoring the content, recommendations and offers a customer sees based on their previous buying and browsing behavior, along with their demographics and personal data. Reading Time: 7 minutes. 71% of consumers feel frustrated when their shopping experience is impersonal.

Customer Loyalty 151

Customer Loyalty eCommerce Customer Recommendation 151

Ecommerce Platforms

APRIL 1, 2022

Struggling to make the choice between Sendinblue vs Constant Contact? Today, we’re going to look at all the features of both Constant Contact and Sendinblue, considering everything from pricing, to usability, to help you make the right choice. Sendinblue vs Constant Contact: Pricing. You’ll need a custom quote for this one.

Marketing 104

Marketing Live Chat Social Media Mobile 104

Groove

NOVEMBER 12, 2020

A customer's first impression — better yet, first experience — with a brand often makes or breaks their purchasing decision. Make a great first impression and create a positive experience for your customers by catering to their unique needs. How To Improve Customer Experience: 5 Tips. Understand who your customers are.

Customer Experience 356

Customer Experience Improvements Customer Social Media 356

UpSellIt

FEBRUARY 13, 2019

Customer loyalty is more important than ever. Case in point – Apple, one of the most successful brands in history, has an 87% customer retention rate. Research shows that it is 5 times more cost-effective to convert a returning customer than a new one. Focus On Your Customer Experience. You’re a company.

Customer Loyalty 61

Customer Loyalty Shipping Costs Customer Shipping 61

Groove

APRIL 21, 2020

Provide an incentive with a customer loyalty program. Although we don’t recommend gating all of your content, choosing pieces that appeal to lower-funnel audiences can be a fantastic way to collect contact information. Provide An Incentive With A Customer Loyalty Program. Use gated content. Engage on social media.

White Paper 343

White Paper Social Media Seminar Customer Loyalty 343

Groove

JANUARY 23, 2019

Personal connections are at the core of every positive customer experience. Here at Groove Commerce, we think of customer experience like an umbrella covers the entire purchase cycle. Underneath it, your website, marketing, shipping and customer service create micro-moments that influence customer sentiment.

Customer Experience 250

Customer Experience Improvements Customer Live Chat 250

ESW

OCTOBER 2, 2023

Retailers and brands with DTC ecommerce channels often look to international markets to grow customer bases and revenue. However, this presents a unique set of challenges, particularly when it comes to global customer service. And yet customer service plays a pivotal role in shaping the success of a retail business.

Payment Services 154

Payment Services Customer Payments Omnichannel 154

BigCommerce

SEPTEMBER 28, 2017

A majority of these jobs are allocated to distribution and fulfillment, but a proportional number of these jobs also go into operations, management, and of course, customer service. When it comes to customer service these days, ecommerce businesses are expected to deliver the highest quality experience. This is no surprise.

Channel 402

Channel Live Chat Multi-channel Customer 402

Groove

JUNE 9, 2021

With an optimized eCommerce email marketing strategy you'll attract new leads, engage more contacts and convert them into customers in no time. Also, create segmented lists for subscribers, leads and customers to tailor promotions to each of those audiences, too. Delighting Customers. Use A Customer Loyalty Program.

Marketing 367

Marketing Social Media Customer Loyalty Shopping Carts 367

Kissmetrics

NOVEMBER 5, 2020

Creating a customer journey map is enough to make even the best marketer freeze in their tracks and realize how little they really know about their prospects. Starting Fresh: The Basics of the Customer Journey Map. Now that you have the basics let’s look at an example of a customer journey. A Customer Journey Map Example

Customer 349

Customer Social Media Comparison Shopping Information 349

Retail TouchPoints

MARCH 29, 2022

Consumer packaged goods companies in the market today need an improved way of seeing their customers. They want to deeply transform engagement and have more personalized relationships, gain the ability to measure at each point of contact, improve the efficiency and effectiveness of their campaigns and create long-term customer loyalty.

Customer 208

Customer Channel Technology Improvements 208

Groove

JULY 21, 2020

Easily import customer data into Klaviyo, and use it to personalize your content and campaigns. Segment and automate these campaigns based on user behavior, and create personalized blocks to meet customer needs. With no annual contracts or hidden fees, eCommerce merchants pay only for the email contacts and SMS messages they need.

eCommerce 370

eCommerce Merchant Services eCommerce Marketing Customer Loyalty 370

ESW

JULY 12, 2023

Soliciting ecommerce customer reviews have become a ubiquitous part of the post-purchase experience. Recent research shows that 95% of consumers consult customer reviews before making a purchase , and 30% of customers research reviews for every purchase they make. Product pages with reviews achieve 3.5 times higher conversions.

eCommerce 146

eCommerce Customer SEO Shipping Costs 146

365 Retail

DECEMBER 20, 2023

Many companies gauge their performance by evaluating new client acquisitions or expanding their customer base. The larger the number of customers, the more successful they consider themselves a business. What is customer retention? What is customer retention? Why is customer retention crucial for businesses?

Customer Retention 52

Customer Retention Customer Customer Loyalty Merchant Services 52

Groove

JULY 23, 2020

Whether your goal is to automate marketing or sales initiatives, improve site search, increase customer loyalty or convert more customers, there is a software for you. for customer loyalty programs. Leverage automation to remove manual labor, save time and money and improve organizational efficiency. Stamped.io

eCommerce Marketing 332

eCommerce Marketing eCommerce Marketing Customer Loyalty 332

Retail TouchPoints

NOVEMBER 14, 2022

But amid volatile market changes, ever-evolving customer expectations and increased competition online, this is increasingly challenging to realize. Competitive pricing is a key strategy to build customer loyalty and increase sales. Customer support. Enter artificial intelligence (AI). Competitive pricing.

Customer Loyalty 331

Customer Loyalty Operations Improvements Customer Experience 331

Groove

JULY 31, 2023

The benefits of automations to you as an online retailer include improving customer engagement, promoting customer loyalty, keeping your brand top of mind and increasing customer lifetime value (CLV). Gathering customer feedback: Automated emails provide an opportunity to collect feedback from your customers.

eCommerce Marketing 195

eCommerce Marketing eCommerce Marketing Customer Loyalty 195

lateshipment

JUNE 8, 2022

Today’s shoppers have high customer service expectations and zero tolerance for issues. The lack of required data to step in and handle customer queries makes it difficult for your business to resolve issues and provide a great CX. But first, what actually is proactive customer service? What is Proactive Customer Service?

Customer 130

Customer Shipping Costs Shipping Events 130

BigCommerce

DECEMBER 5, 2017

You can’t – so you better do everything in your power to keep the customers coming. As we approach crunch time in the world of online shopping, now seems like as good a time as any to review the best tools and techniques for acquiring new customers, increasing repeat business, and minimizing loss. What is cost of customer acquisition?

Customer 381

Customer Live Chat Social Media BigCommerce 381

Retail TouchPoints

JANUARY 11, 2023

The beauty of the retail industry today is the number of options for brands to connect with customers. Brands once had the challenge of getting customers to walk through their large store doors, supplying products they wanted to purchase and hoping they would return, but everything was limited to that in-store traffic.

Social Media 270

Social Media Multi-channel Customer Loyalty Shopify 270

Kissmetrics

JUNE 15, 2017

Customer retention. Its goal is to retain as many customers as possible. After all, a loyal customer is worth much more than a new customer. Here’s the problem: companies drive customers away with poor customer retention initiatives (or a complete lack of a customer retention strategy!).

Customer Retention 241

Customer Retention Customer Social Media Customer Loyalty 241

Optimizely

NOVEMBER 29, 2018

Whether you’re welcoming an influx of new customers from Black Friday and Cyber Monday or planning for growth next quarter, it’s always a good time to assess how new customers fit into your ecommerce brand’s overall marketing goals. will help contribute to a positive customer experience leading up to their first purchase.

eCommerce 252

eCommerce Customer Social Media Customer Loyalty 252

Retail TouchPoints

JULY 24, 2023

With so many unique approaches to connectivity, retailers often struggle with effectively reaching their customers. Part of this personalization includes how and when they are contacted by their favorite retailers. In fact, in 2022, 55% of businesses texted their customers , according to Simple Texting.

Small Business Retail 226

Small Business Retail Marketing Retail Social Media 226

Forrester Omnichannel

JULY 27, 2015

Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. That focus on efficiency left little room for the types of excellent service that built customer loyalty.

Omnichannel 99

Omnichannel Telecommunications Customer Loyalty Technology 99

Retail TouchPoints

OCTOBER 29, 2021

As shoppers were content with receiving customer service in real time from human retail assistants, chatbots and AI-powered virtual assistants were relegated to basic CX tasks such as recording customer feedback or for advertorial push notifications. Even in 2019, 90% of all retail purchases took place in physical stores.

Customer Loyalty 212

Customer Loyalty Recommendation Supplies POS 212

Kissmetrics

MARCH 26, 2021

It might be that your customers aren’t sticking around. It’s similar to a standard churn rate in that it tracks the number of customers who convert but then leave your company. However, your PPC churn rate looks specifically at the customers who convert from your paid ads from platforms like Google Ads.

PPC 319

PPC Document Customer Loyalty Improvements 319

UpSellIt

FEBRUARY 22, 2024

We’re a leading conversion optimization partner and we create hyper-personalized solutions to increase conversions, order values, customer loyalty, and more. Our campaigns are custom-built to match the unique offerings, objectives, and key performance indicators of each brand. ” What is Upsellit’s Website Experience?

Conversion Optimization 134

Conversion Optimization Recommendation Customer Loyalty Merchant Services 134

GetElastic

NOVEMBER 8, 2019

Still, those brands that can develop and maintain the best customer relationships are going to end up on top and ensure long-term success. Here are five ways to improve those customer relationships: 1. Reward loyalty. You don’t need to implement all of these but adopt those that make sense for your customers and business model.

Social Media 158

Social Media Customer eCommerce Customer Loyalty 158

Groove

MARCH 24, 2021

Businesses often optimize their strategy to increase brand awareness, reach, engagement, online conversions and customer loyalty. Customize the design and add various types of content using the drag-and-drop editor. See which contacts are engaging with each email and at what time to further tailor content to that individual.

Marketing 370

Marketing Social Media Blog Customer Loyalty 370

Groove

DECEMBER 3, 2020

If you're not using an automated workflow to streamline your marketing efforts, continue reading to discover how eCommerce automation can be used to attract, engage and delight customers at any stage of the buyer's journey. Customize, automate, schedule and compose messages to as large or as small of a group as you'd like.

X-cart 221

X-cart Customer Retention Shopping Carts eCommerce 221

Retail TouchPoints

JANUARY 11, 2023

When I wore the shirt to work, all these slightly miserable customers who never made eye contact with me started laughing, asking about the bakery and saying they had to get a shirt.”. Earle is passionate about meeting with brand fans and customers in real life. ” Customers camp out for new Johnny Cupcake product drops.

Retail 245

Retail Social Media Customer Loyalty Travel 245