The Retail Customer Experience Is Changing — Is Your Brand Ready?

Retail TouchPoints

Harnessing voice technology is one of the leading ways today’s brands can truly deliver a more seamless customer experience tomorrow. These technologies have the power to provide data and insights around customer behaviors that retailers otherwise wouldn’t have easy access to.

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.

Making It Real: Disruptive Technology To Elevate the Customer Experience

Retail TouchPoints

By Austre DeHaro and Brandon Pemberton, Point B Store experience is an essential element of success, particularly as retailers lose market share to assortment and price players like Amazon and Walmart. A company’s value proposition articulated through store experience becomes the product.

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.

AUDIO: Shoppable Video Creates Unique Customer Experiences And Differentiates Brands

Forrester eCommerce

When British lifestyle brand Ted Baker wanted to create a compelling customer experience, it employed the storytelling power of video and augmented it with interactivity.

The Keys To Providing Great Customer Experience: Listen And Respond Quickly To Loyalty Program Feedback

Retail TouchPoints

By Luis Artiz, Epson America Most retailers understand that their success depends heavily on their ability to provide a positive customer experience (CX). It’s estimated Millennials spent $200 billion in 2017 and they will pay $10 trillion over their lifetimes as consumers.

Twitter and Facebook worst channels for retail customer experience, finds research by Eptica

Retail Technology Review

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study. Critical issues Internet Retailing Retail Supply Chain

How to stop wasting resources to improve the customer experience

GetElastic

Are you wasting valuable resources trying to improve customer experience? They see customer experience as isolated touchpoints: physical stores, mobile apps, web store, social media. Customers are looking for new and better experiences.

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.

Frictionless Commerce – the future of customer experience is seamless

GetElastic

As we close out 2018, there’s a lot of new experiences (like checkout-free stores), surprising acquisitions (like the Amazon/Whole Foods merger) and more to reflect on and leverage for the year ahead. Every year brands raise the bar for improved commerce experiences.

Decoding Patterns In Consumer Behavior Empowers Leaders

Forrester eCommerce

When sociologist Jane Jacobs artfully depicts crowds on a city sidewalk, she may as well be describing consumers. In Jacobs’ words: “Under the seeming disorder. is a marvelous order. It is a complex order. This order is all composed of movement and change. ensembles all have […].

Enable Marketing’s CX Ambitions With Real-Time Interaction Management

Forrester eCommerce

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands.

Align Martech Investments With Your Digital Transformation Strategy

Forrester eCommerce

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. Martech is a direct line to consumer touchpoints, and marketers should embrace and leverage it to drive […].

Goliath’s Challenge: DTC Startups Get Personal

Forrester eCommerce

In this battle between direct-to-consumer (DTC) startups — cast as the proverbial David — and their large, established brand opponents, victory is not about size or stature; it’s about skillful weaponry.

Defining ‘Direct To Consumer’

Retail TouchPoints

Instead, they tend to play end-to-end from product design, development, production, marketing and customer experience, effectively taking middlemen like retailers and distributors out of the picture. DTC refers to the process of selling directly to the consumer. they implement sophisticated use of digital media to find a market, create and sustain a brand image, connect and engage with customers, as well as sell to them).

The Data Digest: Prioritize CX Investment By Understanding Empowered Consumers

Forrester eCommerce

On paper, customer experience (CX) is about people creating memorable experiences for other people. But in reality, resonating with consumers is complex and messy.

Forrester’s Latest Infographic: Consumers Don’t Believe the Chatbot Hype

Forrester eCommerce

Consumers really don’t like your chatbot. It’s not exactly a relationship built to last – a few clicks here, a few sentences there – but Forrester Analytics shows us very clearly that, to consumers, your chatbot isn’t exactly “swipe right” material. That’s unfortunate, because using a chatbot for customer service can be incredibly effective when […]. chatbots customer experience customer service CX Forrester Analytics

Voice Technology is Changing the Rules of Ecommerce and Customer Experience

GetElastic

Customers will talk to their devices, skipping the “tedious” process of typing or scrolling through information. It sounds like a scene from Star Trek, but voice recognition is already being used by some brands to transform the customer experience.

The Realities of Rural 5G Deployment in the US

Forrester eCommerce

This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint.

Mobile 300

The Future Of Mobility Is Data, Not Cars

Forrester eCommerce

Having worked in and with the automotive industry for around 25 years, the challenges that OEMs face given their size and structures often inhibit the business agility needed to provide lasting customer value in an age of digital disruption.

Mobile 279

Top 4 Reasons Why Headless Commerce is Better for Customer Experience

GetElastic

Leading brands find that a headless commerce solution enables them to rapidly provide innovative customer experiences. Make user experiences consistent. Personalize the customer experience. Consumers expect to transact with brands anywhere and at any time.

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.’ And it’s these capabilities that Nordstrom, and other industry leading retailers, will continue to double down on to meet consumers’ rising expectations.

How the Customer Experience is Powering the Fastest Growing Brands

Kissmetrics

Stitch Labs is a purpose-built inventory management software to help brands improve customer experience and scale efficiency. When we talk about the future of retail, industry news is abuzz with the idea of brands creating experiences for their customers.

To Get Ahead with Customer Experience You Need Headless Commerce

GetElastic

Is your single-stack ecommerce platform limiting your customer experience and your company’s ability to innovate? Adding new front-end experiences involves working with backend code, and often requires specialized developers skilled in the stack’s language.

To Get Ahead with Customer Experience You Need Headless Commerce

GetElastic

Is your single-stack ecommerce platform limiting your customer experience and your company’s ability to innovate? Adding new front-end experiences involves working with backend code, and often requires specialized developers skilled in the stack’s language. Consistent experience.

European Banks Are Redoubling Their Mobile Banking Efforts in 2019 – Just Not All At The Same Speed

Forrester eCommerce

They aim to keep pace with their customers’ needs and rising expectations as consumers’ appetite for banking on the go shows no signs of abating. Banks across Europe are all working hard to build the killer mobile banking app. The drivers are manifold.

Why Every Ecommerce Business Needs a Dedicated Customer Experience Team

SellBrite

In an effort to boost sales and effectively differentiate from competitors, more ecommerce entrepreneurs and hiring managers are working hard to build dedicated customer experience teams at their companies. You have to invest in customer experience.

DTC Startups Signal An Age Of Experimentation

Forrester eCommerce

As we gear up for Forrester’s Consumer Marketing 2019 Forum, I’m chipping away at a rather large research undertaking that quantifies why direct-to-consumer (DTC) startups deliver value to consumers and how this threatens big brands.

Digital commerce is playing a pivotal role in customer experience strategies.

GetElastic

Digital commerce is playing a pivotal role in customer experience strategies. The world’s leading research firm, Gartner, recognized that digital commerce is a key way to acquire customers, develop relationships, drive revenue and reduce costs.

Top 4 Reasons Why Headless Commerce is Better for Customer Experience

GetElastic

Leading brands find that a headless commerce solution enables them to rapidly provide innovative customer experiences. Make user experiences consistent. Personalize the customer experience. Consumers expect to transact with brands anywhere and at any time.

Consumer behavior in marketing – patterns, types, segmentation

Omniconvert

Because decoding the processes… The post Consumer behavior in marketing – patterns, types, segmentation appeared first on eCommerce Growth Blog. Conversion Rate Optimization Customer experience Retention Rate Optimization User Research

What Does the Consumer Internet of Things Mean for Marketers?

GetElastic

The consumer Internet of Things (cIoT) is here. In addition to the general trend toward digital commerce in customer behavior, the cIoT will redefine the future of commerce. New technologies are changing the way customers are buying, as well as what they’re expecting from brands.

UK retail customer experience failing to improve with nearly 50% of queries left unanswered

Retail Technology Review

Despite 93% of consumers revealing they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new research suggests

What Does the Consumer Internet of Things Mean for Marketers?

GetElastic

The consumer Internet of Things (cIoT) is here. In addition to the general trend toward digital commerce in customer behavior, the cIoT will redefine the future of commerce. New technologies are changing the way customers are buying, as well as what they’re expecting from brands.

The New Era Of Marketing Strategy

Forrester eCommerce

As marketing strategy changes and marketing resources shift, so do consumers and customer loyalty — today, consumers use more devices, ad blockers and other privacy protection tools, and still have increasingly sophisticated customer […].

Serving Retail Consumers In An Age Of Digital Transformation

Retail TouchPoints

By Bryan Gray, Alorica As the retail industry transitions to a digitally-driven customer experience, companies are faced with the difficult task of creating an exceptional customer journey online.

WWDC: Apple Continues to Up the Ante on Experience with Privacy Leading

Forrester eCommerce

Apple continues to leverage its engineering chops to deliver better experiences. Experiences are faster, more nimble, private, secure, personal and more. It is doing more processing locally, storing more data locally and giving consumers not only more […].