Groove

AUGUST 13, 2020

In this blog, we're exploring 5 strategies to help you create a positive eCommerce customer experience. eCommerce Customer Experience: Tips & Strategies. Online interactions between consumers and businesses are just as important as in-person touch-points. Your brand voice. Engage With Social Media Followers.

Customer Experience 326

Customer Experience Customer eCommerce Social Media 326

Forrester eCommerce

FEBRUARY 26, 2021

Customer Experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands.

Customer Experience 372

Customer Experience Customer Consumer 372

Retail TouchPoints

NOVEMBER 17, 2023

When customers place ecommerce orders, the last thing they want is an unhappy surprise. The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. In other instances, customers might expect an upgrade for their trouble.

Shipping Costs 264

Shipping Costs Customer Experience Supplies Improvements 264

Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 312

Customer Experience Technology Customer Fulfillment 312

Retail TouchPoints

JANUARY 19, 2022

Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them. This has led to extreme distrust, fear and even anger.

Customer Experience 336

Customer Experience Customer Retail Consumer 336

Forrester eCommerce

OCTOBER 22, 2020

One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […].

Customer Experience 301

Customer Experience Customer Presentation Events 301

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

Customer Experience 306

Customer Experience Customer Social Media Presentation 306

Forrester eCommerce

SEPTEMBER 8, 2021

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Customer Experience 195

Customer Experience Customer Channel Consumer 195

Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. More than one-third of consumers now shop online each week, up from 28% pre-pandemic. Omnichannel shopping.

Customer Experience 323

Customer Experience Customer Omnichannel Social Media 323

Retail TouchPoints

SEPTEMBER 7, 2022

Brands, in their never-ending quest for relevance, must dive deep into human experiences, connecting with consumers at an emotional level. Each employee or consumer must feel that they are part of something bigger than themselves. What can you show, tell and teach the consumer? Purpose-Driven Design. ??The

Customer Experience 289

Customer Experience Customer Social Media Arts 289

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. Year on year, Forrester’s consumer surveys show that luxury consumers are more digitally mature than their mainstream counterparts.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Retail TouchPoints

JULY 11, 2022

If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too.

Customer Experience 306

Customer Experience Social Media Customer Live Chat 306

SheerID

JUNE 8, 2023

As consumers increasingly value data privacy, brands need to find new ways of collecting and using data to improve the customer experience.

Customer Experience 97

Customer Experience Consumer Customer Improvements 97

Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Payment Services 289

Payment Services Consumer Small Business Retail Banking 289

Retail TouchPoints

DECEMBER 1, 2022

SaaS platform CSG has launched CSG Xponent Ignite, a customer engagement solution designed to enable businesses to quickly deploy, engage and deliver quantifiable experiences aligned with their goals. Additionally, its more than 80 pre-built journeys aim to drive customer loyalty, spark upsells and lead to faster ROI.

Customer Experience 277

Customer Experience Customer Retail Customer Loyalty 277

Forrester eCommerce

APRIL 25, 2022

Whether it is logistics partners supporting a retailer’s delivery experience; insurance companies relying on sales via brokers; or consumer facing brands relying on retail partners to sell their products: an organisation’s end-to-end customer experience often relies on external business partners.

Customer Experience 195

Customer Experience Customer Consumer Retail 195

Groove

FEBRUARY 3, 2020

The topic of these articles varied: from the things wrong with eCommerce shopping; to information gathering through online coupons; to marketers gathering information about eCommerce customer experience. Customer service inconsistency (seeing a pattern yet?). Price, Signage, Inventory and Customer Service Inconsistency.

Customer Experience 284

Customer Experience Shipping Costs eCommerce Customer 284

lateshipment

AUGUST 1, 2022

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research , over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. In what we call the effortless economy, consumers have high expectations for convenience.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

OCTOBER 18, 2022

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, comfortable and are offered privacy as they move about. Shoppers of the experience were 1.5X Shoppers of the experience were 1.5X

Customer Experience 311

Customer Experience Customer Apparel Technology 311

Retail TouchPoints

MAY 17, 2022

Casual lifestyle brand Tom Tailor has launched a new mobile shopping experience through the NewStore omnichannel cloud platform’s Consumer App. Our new app puts the experience of a flagship store in our customers’ hands.”.

Mobile 296

Mobile Customer Experience Magazine Customer 296

Forrester eCommerce

MARCH 28, 2024

As is often the case with poorly understood tech that promises to change the world, consumers worry about its ethics and human impact. Yet a vast majority of these skeptics will use (and love) genAI during 2024, whether they know it or not. Like it or not, know it or not, genAI will seep into […]

Consumer 502

Consumer B2B Customer Experience B2C 502

Retail TouchPoints

NOVEMBER 3, 2022

The revamped stores will feature a new layout designed to support one-on-one customer experiences. At the new locations customers can walk in or make an appointment, and use the services of an expertly trained stylist and in-house alterations artisan. Photo courtesy of David’s Bridal. ”

Customer Experience 274

Customer Experience Customer Accessories Events 274

Retail TouchPoints

MAY 3, 2023

How can companies deliver personalized ads at scale, search for new customers and conquer new markets, launch effective marketing campaigns and optimize products and brand experience? In short, how can businesses connect with their customers? I will share a customer case example that answers these questions.

POS 276

POS Customer Experience Customer Technology 276

Retail TouchPoints

AUGUST 4, 2022

During a peak holiday shopping period in November 2021, bad bot traffic increased by 73%, negatively impacting customers’ online experiences in the process. A Roadmap to a Bad Bot-Free Holiday Shopping Experience. As bad bot sophistication increases, consumers and retailers alike will bear the burden of the disruption.

Customer Experience 278

Customer Experience Customer Gifts Management 278

Forrester eCommerce

JUNE 16, 2023

The Canada CX Index 2023 shows brands backsliding on performance. Read about the results and meet two brands that beat the odds and improved their CX Index scores in a tough year.

Customer Experience 195

Customer Experience Customer Improvements Customer Loyalty 195

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions.

Customer 278

Customer Customer Loyalty Customer Experience Marketing 278

SheerID

OCTOBER 10, 2023

As consumers increasingly value data privacy, brands need to find new ways of collecting and using data to improve the customer experience.

Customer Experience 89

Customer Experience Improvements Customer Consumer 89

Forrester eCommerce

MARCH 11, 2024

European consumers are forming four distinct groups with regard to how their consumption habits impact both the environment and their daily lives: Country-Level Stereotypes No Longer Apply: Southern Europe Leads […]

Consumer 397

Consumer Customer Experience B2C Customer 397

Retail TouchPoints

SEPTEMBER 10, 2021

Building connections with consumers is one of retail’s most enduring challenges, and highly tactile brands faced extra difficulty when the pandemic limited traditional in-person efforts. The word that comes to mind when we talk internally about customer experience and the customer journey is fluidity,” said Lande-Shannon. “In

Customer Experience 276

Customer Experience Customer Omnichannel Technology 276

Retail TouchPoints

DECEMBER 6, 2021

Haute couture brand Elie Saab has its sights set on a new generation of digital-first luxury shoppers with the launch of its new direct-to-consumer (DTC) website. A number of technology integrations provide equivalents to a high-touch in-store experience, including: Stockist.co CEO of Elie Saab in a statement. “We

Customer Experience 279

Customer Experience Customer Shopify Accessories 279

Retail TouchPoints

JUNE 29, 2022

Direct to consumer, that is. That means they are thinking more holistically about the brand experience. CPG brands are looking to go DTC. Regina Bailey, Senior Director of Retail Strategy for Menasha, chatted with Andrew Gaffney about the hot trends and topics guiding CPG investments.

Customer Experience 242

Customer Experience Customer Consumer Retail 242

Digital Doughnut

FEBRUARY 17, 2023

The arrival into the third decade of the 2000s has been anything but smooth sailing for businesses and their customer experience (CX) departments.

Customer Experience 115

Customer Experience Customer Customer Data Consumer 115

Forrester eCommerce

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumer 251

Consumer B2C Customer Customer Experience 251

RetailDive

JANUARY 8, 2024

Improving the employee experience goes a long way to improving customer experience, writes Lindsey Peters, Retail and Consumer Goods Industry Lead at Celonis.

Customer Experience 97

Customer Experience Customer Consumer Goods Retail 97

Digital Doughnut

APRIL 17, 2024

As the digital business landscape constantly evolves, one crucial factor remains constant: prioritizing customer experience. Today’s empowered consumers demand greater control over their shopping journeys, making it essential for e-commerce businesses to adapt and provide personalized experiences.

Customer Experience 52

Customer Experience eCommerce Customer Consumer 52