INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […]. MORE
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. age of the customer MORE
customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness MORE
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. MORE
Your customers are already shopping on Amazon, and they’ll likely continue to do so whether you sell there or not. Instead, you should be showing your loyal customers the value of buying from your brand directly. You can beat Amazon by creating an outstanding customer experience that will drive long-term value for your customers and won’t dilute or commoditize your brand in the process. MORE
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. . 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. How you can stand out with great customer service. MORE
By Paul Millette, Carousel Industries For arguably anyone in retail, the conversation of “delivering the ultimate customer experience” is as prolific as discussions about inventory management, supply chain operations and P&L statements. MORE
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. MORE
age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging MORE
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. MORE
It’s no surprise that Amazon is a major player in the ecommerce space. And for many, Amazon is the go-to… Payments MORE
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. MORE
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. MORE
In fact, a decent percentage of marketers will use web push exclusively as a re-engagement tool for at-risk customers – but even that’s only a good strategy if it’s being leveraged alongside more regular use. When customers are looking at specific products but may need more information. MORE
By Derek Dykens, Cisco Traditional retailers are feeling immense pressure to improve the in-store customer experience as innovative, digital-first competitors continue to enter the brick-and-mortar space. Now that sounds like a better experience for everyone. MORE
As CX author Matt Watkinson puts it, “The ideal gap between the brand image (what customers are promised) and […]. age of the customerGlobally, 57% of marketing decision makers that Forrester surveyed in 2017 said that aligning their CX with their brand was not a critical or high priority. That is alarming, because the two go hand in hand. MORE
By Luis Artiz, Epson America Most retailers understand that their success depends heavily on their ability to provide a positive customer experience (CX). Its original loyalty program awarded Woolworths customers with Qantas frequent-flyer points. MORE
Bad Bots Are Affecting Your Company More Than You Might Think Every online customer touchpoint – including websites, mobile apps, and APIs – is being attacked by bots. Interrupting good customer traffic, committing fraud, and stealing information – just ad fraud alone is set to exceed $3.3 age of the customer MORE
The Retail Customer Experience: Tips and Tricks Amazon can often seem like an industry goliath – and for good reason. The post Competing With Amazon Through The Retail Customer Experience appeared first on Zmags. MORE
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. MORE
By Miguel Ramos, Confirmit Retailers are facing increasing pressure to create a compelling and interactive shopping experience. We’ve all had those shopping experiences where you’re “just browsing,” and suddenly you’re leaving the store with two bags in hand. MORE
Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. MORE
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. MORE
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upwards, and the overall quality of the US customer experience is stagnating. MORE
It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. customer experience customer experience index (CX Index) customer experience measurement digital customer experience Information architecture retailIf you care about CX, you have to admire Etsy. MORE
Forbes Magazine recently reported that 58% of companies that are much more profitable than their competitors report that the CEO is in charge of customer experience management. How can brands put their customer experience. MORE
Retail Customer Experience: The Key to Success. I have participated in many vendor presentations and retailer discussions where the phrase “customer experience” has been used. Everyone agrees that a positive customer experience is a necessity for retail “winners”. MORE
What are the CX trends that will impact customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. age of the customer customer experience Innovation China Customer Experience (CX) future innovation trends MORE
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. MORE
The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” MORE
The post 5 Customer Experience Best Practices That Convert appeared first on Zmags. Ecommerce Best Practices content & commerce customer experienceOnline shopping is not just for large companies – with the latest ecommerce platforms and features, retailers big and small can easily set […]. MORE
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. MORE
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. MORE
A look at the mobile experience, landing page, call to action, etc. BTW this is what the Treasure Truck looked like when you arrived: What other brands would you like to see execute a fun truck experience like this one? for the #NES release offer. MORE
customer experience customer experience index (CX Index) customer experience strategy customer insights digital disruption digital money management wealth management promotedRecently, Forrester published our CX predictions for 2019. MORE
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. MORE
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. MORE
Superior customer experience (CX) helps foster loyalty and, at the end of the day, CX leaders grow revenue faster than CX laggards. However, we found that most retailers continue to struggle at delivering great experiences to their customers. age of the customer customer experience customer experience index (CX Index) online retail retailThe barrier has never been lower for retail shoppers to compare offerings and try new companies. MORE
The post Budgeting for Word of Mouth through the Customer Experience appeared first on Bryan & Jeffrey Eisenberg. Customer Experience Social MediaThis week I take a look at some simple things Magnolia Market in Waco, TX does to purchase Word of Mouth. MORE
Leading brands find that a headless commerce solution enables them to rapidly provide innovative customer experiences. Make user experiences consistent. Personalize the customer experience. MORE
Customer Experience Related Topics Forrester eCommerce
NOVEMBER 26, 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX.
Forrester eCommerce
SEPTEMBER 5, 2018
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers.
Forrester eCommerce
NOVEMBER 5, 2018
Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.
Forrester eCommerce
JUNE 8, 2018
What are the CX trends that will impact customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. age of the customer customer experience Innovation China Customer Experience (CX) future innovation trends
Forrester eCommerce
JULY 10, 2018
Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […].
GetElastic
JANUARY 14, 2019
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.
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Forrester eCommerce
MAY 30, 2018
It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. customer experience customer experience index (CX Index) customer experience measurement digital customer experience Information architecture retailIf you care about CX, you have to admire Etsy.
Forrester eCommerce
JUNE 26, 2018
Superior customer experience (CX) helps foster loyalty and, at the end of the day, CX leaders grow revenue faster than CX laggards. However, we found that most retailers continue to struggle at delivering great experiences to their customers. age of the customer customer experience customer experience index (CX Index) online retail retailThe barrier has never been lower for retail shoppers to compare offerings and try new companies.
Zmags
FEBRUARY 15, 2017
Forbes Magazine recently reported that 58% of companies that are much more profitable than their competitors report that the CEO is in charge of customer experience management. How can brands put their customer experience.
Retail TouchPoints
APRIL 30, 2018
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.
Zmags
FEBRUARY 16, 2018
The post 5 Customer Experience Best Practices That Convert appeared first on Zmags. Ecommerce Best Practices content & commerce customer experienceOnline shopping is not just for large companies – with the latest ecommerce platforms and features, retailers big and small can easily set […].
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Retail TouchPoints
JUNE 1, 2018
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.
Forrester eCommerce
MAY 16, 2018
age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging
Retail TouchPoints
MARCH 26, 2018
By Derek Dykens, Cisco Traditional retailers are feeling immense pressure to improve the in-store customer experience as innovative, digital-first competitors continue to enter the brick-and-mortar space. Now that sounds like a better experience for everyone.
Retail TouchPoints
MARCH 2, 2018
By Paul Millette, Carousel Industries For arguably anyone in retail, the conversation of “delivering the ultimate customer experience” is as prolific as discussions about inventory management, supply chain operations and P&L statements.
Bryan Eisenberg
OCTOBER 2, 2017
A look at the mobile experience, landing page, call to action, etc. BTW this is what the Treasure Truck looked like when you arrived: What other brands would you like to see execute a fun truck experience like this one? for the #NES release offer.
BigCommerce
NOVEMBER 1, 2018
It’s no surprise that Amazon is a major player in the ecommerce space. And for many, Amazon is the go-to… Payments
Bryan Eisenberg
AUGUST 7, 2017
The post Budgeting for Word of Mouth through the Customer Experience appeared first on Bryan & Jeffrey Eisenberg. Customer Experience Social MediaThis week I take a look at some simple things Magnolia Market in Waco, TX does to purchase Word of Mouth.
Retail TouchPoints
NOVEMBER 10, 2017
By Miguel Ramos, Confirmit Retailers are facing increasing pressure to create a compelling and interactive shopping experience. We’ve all had those shopping experiences where you’re “just browsing,” and suddenly you’re leaving the store with two bags in hand.
Zaius
MAY 30, 2017
In fact, a decent percentage of marketers will use web push exclusively as a re-engagement tool for at-risk customers – but even that’s only a good strategy if it’s being leveraged alongside more regular use. When customers are looking at specific products but may need more information.
Zaius
MARCH 20, 2018
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. . 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. How you can stand out with great customer service.
Forrester eCommerce
NOVEMBER 1, 2018
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.
Zaius
MAY 14, 2018
Your customers are already shopping on Amazon, and they’ll likely continue to do so whether you sell there or not. Instead, you should be showing your loyal customers the value of buying from your brand directly. You can beat Amazon by creating an outstanding customer experience that will drive long-term value for your customers and won’t dilute or commoditize your brand in the process.
Forrester eCommerce
NOVEMBER 6, 2018
customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness
Forrester eCommerce
AUGUST 21, 2018
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.
GetElastic
JANUARY 3, 2019
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.
Forrester eCommerce
SEPTEMBER 21, 2018
Bad Bots Are Affecting Your Company More Than You Might Think Every online customer touchpoint – including websites, mobile apps, and APIs – is being attacked by bots. Interrupting good customer traffic, committing fraud, and stealing information – just ad fraud alone is set to exceed $3.3 age of the customer
Retail TouchPoints
JANUARY 26, 2018
By Luis Artiz, Epson America Most retailers understand that their success depends heavily on their ability to provide a positive customer experience (CX). Its original loyalty program awarded Woolworths customers with Qantas frequent-flyer points.
Zmags
JUNE 1, 2017
The Retail Customer Experience: Tips and Tricks Amazon can often seem like an industry goliath – and for good reason. The post Competing With Amazon Through The Retail Customer Experience appeared first on Zmags.
Kissmetrics
MARCH 22, 2018
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.
Forrester eCommerce
JUNE 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. age of the customer
Forrester eCommerce
JULY 20, 2018
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.
OrderDynamics
DECEMBER 19, 2017
Retail Customer Experience: The Key to Success. I have participated in many vendor presentations and retailer discussions where the phrase “customer experience” has been used. Everyone agrees that a positive customer experience is a necessity for retail “winners”.
Forrester eCommerce
DECEMBER 26, 2018
customer experience customer experience index (CX Index) customer experience strategy customer insights digital disruption digital money management wealth management promotedRecently, Forrester published our CX predictions for 2019.
Forrester eCommerce
JULY 3, 2018
As CX author Matt Watkinson puts it, “The ideal gap between the brand image (what customers are promised) and […]. age of the customerGlobally, 57% of marketing decision makers that Forrester surveyed in 2017 said that aligning their CX with their brand was not a critical or high priority. That is alarming, because the two go hand in hand.
GetElastic
DECEMBER 12, 2017
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.
GetElastic
SEPTEMBER 27, 2017
Leading brands find that a headless commerce solution enables them to rapidly provide innovative customer experiences. Make user experiences consistent. Personalize the customer experience.
Retail TouchPoints
APRIL 9, 2018
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.
Forrester eCommerce
JUNE 19, 2018
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upwards, and the overall quality of the US customer experience is stagnating.
Forrester eCommerce
OCTOBER 16, 2018
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.
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