Customer Experience: France Is Lagging Behind

Forrester eCommerce

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. age of the customer B2C marketing chief marketing officer (CMO) customer experience employee experience

Join us at CX Europe 2018 for insight into customer understanding and other key CX priorities

Forrester eCommerce

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide.

Other 258

B2B ecommerce lagging behind B2C for customer experience

Retail Technology Review

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report by full-service e-commerce agency, PushON. Critical Issues Internet Retailing

B2C 116

B2B ecommerce lagging behind B2C for customer experience

Retail Technology Review

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report by full-service e-commerce agency PushON. Internet Retailing Critical Issues

B2C 109

How chatbots can optimize customer experience (CX)

GetElastic

Imagine a customer service experience where the business representative is always available, friendly and equipped to handle any inquiry you send their way. They have quickly taken over customer service functions for a growing number of businesses. The B2C Experience.

CX Execs Rise To Power Across B2C And B2B Industries

Forrester eCommerce

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 247

WEBINAR: Battling Amazon with a Better Customer Experience

Zaius

Amazon is a fact of life for every B2C brand. This is in part because Amazon offers a fantastic and easy buying experience for their customers. Buyers get fast shipping, great customer service, and easy checkout all in one. . This is a real conundrum for today’s B2C marketers. Tracey Wallace and I go in-depth, discussing how brands can create a powerful customer experience that will drive long-term loyalty and fight back even against the behemoth that is Amazon.

Align Martech Investments With Your Digital Transformation Strategy

Forrester eCommerce

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences.

Seeking Magic Moments – Why It’s Time to Tune Up Your Digital Experience Stack

Forrester eCommerce

age of the customer B2B ecommerce B2C ecommerce customer relationship management (CRM) digital agencies digital customer experience digital transformation ebusiness strategy enterprise content management (ecm) Innovation omnichannel customer experience personalization user experience analytics Automation customer experience digital strategy innovationThe legendary R&B singer and songwriter Ben E.

Better customer experience means targeting people, not buyers

GetElastic

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. Interact with customers on their terms.

Marketers – get your heads out of the clouds!

Forrester eCommerce

It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. Nearly 40% of CMOs say that a lack of consistent customer experience (CX) prevents greater online sales revenue.

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Forrester eCommerce

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor. Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […].

Long B2C Sales Cycle? Use Content to Power Marketing

Zaius

Both of the above are examples of B2C products, but the length of the sales cycle is very different for the two products. If your brand sells an expensive or niche product with a long B2C sales process, you have to think about your marketing differently long-term. Customer reviews.

B2C 372

Forrester’s Customer Experience Marketing Summit 2016 In Sydney Is Fast Approaching!

Forrester eCommerce

As all organizations operating in Australia understand, the line between brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies, services and products on their own terms. Key topics they'll cover include: Driving business results, competitive advantage, and growth by delivering the right customer experience. Instilling an understanding of customer emotions into design experiences and branding strategy.

Nordstrom’s Acquisitions Show Personalization Will Continue To Be Critical For A Winning Customer Experience

Retail TouchPoints

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Blending Online And Offline Nordstrom’s acquisitions further support the importance of omnichannel experiences.

The New Digital Model For Brand Experience

Forrester eCommerce

The Journey From Energy To Experience In the summer of 2017, I, along with my Forrester colleagues, wrote up the results of our year-long endeavor to build an analytically sophisticated, data-driven framework for emotion-led branding.

Goliath’s Challenge: DTC Startups Get Personal

Forrester eCommerce

age of the customer B2C marketing brand experience branding chief marketing officer (CMO) consumer packaged goods (CPG) customer experience customer experience index (CX Index) customer understanding data insights direct to consumer marketing & strategy online retail retail

CMOs: To Get A Seat At The Digital Transformation Table, Command Your Customer’s Experience

Forrester eCommerce

CIOs, COOs, CXOs, and CDOs have filled the gap but don’t represent the voice of the customer or bring the […]. age of the customer B2B marketing B2C marketing chief information officer (CIO) chief marketing officer (CMO) customer experience CMOs customer and employee experience digital transformation voice of the customerOnly 16% of CMOs are responsible for leading the execution of their firm’s digital transformation.

The CMO’s Guide To CES 2019: Customer+Brand+Tech

Forrester eCommerce

age of the customer B2C marketing chief marketing officer (CMO) customer experience customer experience strategy digital business marketing & strategyEach thing you see at CES may be wondrous, but after you’ve seen five variations of the same hundred things, the net effect is clutter and confusion. Let me help sort things out.

Why B2C Marketers Need to Own All Customer Data

Zaius

Your B2C brand has a big sale coming up to move excess women’s shoe inventory and make room for next season’s styles. In order to do that, you need access to your customer data. Not quite the customer segment you wanted, but you’re on a deadline, so what can you do? What you can do — and what you need to do — is have access and ownership of all customer data yourself. But with high-quality customer data, you can do even more to personalize your marketing.

Brand Loyalty Examples: 8 B2C Brands with a Rabid Fanbase

Zaius

These are the loyal customers your brand relies on. Given the much higher cost of acquiring new customers , you need loyal customers who will follow you to the end of the earth (or at least watch all your Instagram stories). Fans are everything.

B2C 291

Reimagine Mobile To Activate Your Total Brand Experience

Forrester eCommerce

age of the customer B2C marketing chief marketing officer (CMO) customer experience digital business artificial intelligence augmented reality marketing strategy mobile mobile first voice

Mobile 232

DTC Startups Signal An Age Of Experimentation

Forrester eCommerce

age of the customer B2C marketing chief marketing officer (CMO) customer data customer emotion customer experience customer insights customer journey direct to consumer

The Use of Behavioral Science Has Moved Beyond Marketing

Forrester eCommerce

By employing simple marketing tactics such as “buy now, pay later,” inflated value pricing, or decoy alternatives, marketers have been able to effectively steer or in some cases, manipulate customers to buy products or […].

How Customer Affinities Power Personalized Campaigns

Zaius

Customers can be a mystery at times. Why did one ecommerce customer buy ten pairs of sandals in a month? And why does another loyal customer only ever buy products from one specific line and nothing else? Customers who only buy from certain categories, such as ladies jeans.

Beyond The Hype, AI Will Spark A Marketing Renaissance.

Forrester eCommerce

B2C marketing chief marketing officer (CMO) customer experience AI artificial intelligence Customer Experience (CX) Marketing Marketing Automation marketing innovationMarketing technology (martech) vendors are heavily pitching AI. However, AI per se is not new and won’t solve CMO’s problems overnight. In fact, many marketers use AI without even knowing it, when they use AI-powered algorithms for programmatic ad buying!

Partner Relationship Management (PRM) Comes Of Age

Forrester eCommerce

Maturing Into A Horizontal Channel Management Platform Aligned With CRM and Marketing Automation. Channel and alliance leaders are known to be good jugglers.

Digital Store Technologies Take the Stage For Both Customer and Associate Experience

Forrester eCommerce

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater?

Magento, NetSuite Conferences Illustrate What B2C Can Teach B2B

Retail TouchPoints

focuses on how retailers can bolster their customersexperience, I noticed a number of sessions and in-person meetings at the two conferences that actually touched on the world of a somewhat different audience: B2B buyers.

B2C 195

Are You a True Data-Driven B2C Marketer?

Zaius

You’ve designed a very pretty marketing email and are ready to send it out to a dynamic segment that signed up for a 10% off promotion from your B2C brand. Are you really a data-driven B2C marketer? Below we pose three important questions to help you understand whether your marketing strategy is making the most of your customer data. How many converted into long-term customers? Do you know where your customers have come from? You’ve got a new customer.

B2C 215

New Retail Isn’t The Future — It’s The Present

Forrester eCommerce

B2C ecommerce ecommerce global ecommerce omnichannel customer experience online retail retailThe future of retail is already here: Alibaba’s New Retail is reshaping the retail landscape in China and beyond.

Nine AI Marketing Use Cases That Have The Potential To Deliver Business Value

Forrester eCommerce

B2C marketing chief marketing officer (CMO) customer experience digital business AI artificial intelligence Marketing marketing technology MarTechThe use of artificial intelligence (AI) in specific marketing applications such as programmatic real-time bidding is now commonplace.

WEBINAR: Adapting to Your Changing Role as a B2C Marketer in 2019

Zaius

In fact, you have to focus on the entire customer experience, from the first touchpoint to the final display of customer loyalty. The post WEBINAR: Adapting to Your Changing Role as a B2C Marketer in 2019 appeared first on Zaius.

B2C 195

How to Use Voice as a B2C Acquisition Channel

Zaius

From smart speakers to native integrations with voice assistants, we’re at the beginning stages of a truly transformational experience for consumers — all powered by conversations. As a B2C marketer, you’re likely wondering how your business can take advantage of voice commerce and create a fantastic experience for your customers. This means that your B2C business absolutely must have a strategy around voice — there is no other option.

B2C 188

Make Your Brand “Voice” Loud and Clear.

Forrester eCommerce

(Forrester clients, read full report “Give Your Brand A Voice — Literally” here) Voice is marketing’s most significant paradigm shift this decade —one that has far-reaching implications for how brands engage customers and prospects. Read Forrester’s latest report on Voice to learn why voice will flourish, what that means for your brand, and how to […].

Q&A — Evan Jones, CMO Of Fender

Forrester eCommerce

age of the customer B2B marketing B2C marketing chief marketing officer (CMO) customer experienceThe feedback on Consumer Marketing 2019 is rolling in: Attendees loved our focus on the direct-to-consumer (DTC) challenger brand trend, why consumers are responding so positively, and how traditional brands can learn from these up-and-comers. In fact, the audience was so engaged with the content and speakers that questions kept coming in long after the […].

How To Use Emotion To Deliver Your Brand Promise

Forrester eCommerce

About 45% of marketers now report to be in charge of the customer experience. B2C marketing chief marketing officer (CMO) customer experience brand energy emotion

A B2C Marketer’s Biggest Enemy: The Data and Execution Gap

Zaius

Marketers already know data is key to success in B2C and ecommerce. Unfortunately, complete and accurate customer data has been shockingly difficult to get your hands on in B2C marketing. If you could not only access and manipulate detailed customer data in real-time, but also use it to power your marketing campaigns, what amazing and personalized campaigns would you run? The many systems of B2C marketing. B2C marketing is more complex than ever.

B2C 190

One To One – Digital Marketing Conference in Biarritz

Forrester eCommerce

B2C marketing chief marketing officer (CMO) customer experience artificial intelligence chatbots conversational interfaces conversational marketing Customer Experience (CX) employee experience intelligent agents voice-based assistantsI am very excited to have been invited for the third time to give the opening keynote speech at One To One – a great marketing conference taking place on October 10, 11, and 12 in Biarritz in the South West of France.

The Role of the B2C Marketer Is Changing Fast. Here’s How to Keep Up

Zaius

But even more importantly, top B2C marketers are honing their skills and working to become well-rounded. Now, marketers have to own the entire customer experience, from the first interaction to true customer loyalty across platforms and devices. By focusing on these three aspects of marketing, you’ll be able to succeed in this ever-evolving role and give your customers a fantastic experience from day one to 100.

B2C 204