Predictions 2019: Customer Experience Comes Under Fire

Forrester eCommerce

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.

Customer Experience Index Reveals Brands Lack Human Connection

Forrester eCommerce

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.

Customer Experience Trends In China, 2018

Forrester eCommerce

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

Real-Time Customer Experience

Forrester eCommerce

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 […].

The US Federal Government Still Ranks Near The Bottom Of Forrester’s Customer Experience Index

Forrester eCommerce

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.”

Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Forrester eCommerce

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.

Retailers Still Struggle To Differentiate Through Customer Experience

Forrester eCommerce

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.

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.

‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester eCommerce

customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness

Back2Basics: Why B2B Marketers Should Differentiate On Customer Experience

Forrester eCommerce

age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging

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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.

5 Customer Experience Best Practices That Convert

Zmags

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 […].

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.

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6 Brands Discuss How Amazon Pay Increases Their Customer Experience

BigCommerce

It’s no surprise that Amazon is a major player in the ecommerce space. And for many, Amazon is the go-to… Payments

5 Steps To Creating A Better In-Store Customer Experience

Retail TouchPoints

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.

Amidst Customer Experience Obsession, Don’t Overlook Importance Of Analytics

Retail TouchPoints

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.

Reviewing Amazon’s customer experience for their Treasure Truck offer of the day.

Bryan Eisenberg

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.

Budgeting for Word of Mouth through the Customer Experience

Bryan Eisenberg

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.

Beacon Technology: Shining A Light On Customer Experience

Retail TouchPoints

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.

Web Push Is A Channel For Improving the Customer Experience

Zaius

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.

WEBINAR: Battling Amazon with a Better Customer Experience

Zaius

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.

Bad Bots Are Stealing Data AND Ruining Customer Experience

Forrester eCommerce

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

WHITEPAPER: Battling Amazon with Great Customer Experience

Zaius

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.

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). Its original loyalty program awarded Woolworths customers with Qantas frequent-flyer points.

Competing With Amazon Through The Retail Customer Experience

Zmags

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.

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.

Forrester’s US Banking Customer Experience Index 2018 Shows CX Is Stagnating

Forrester eCommerce

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. age of the customer

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.

Retail Customer Experience: The Key to Success

OrderDynamics

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”.

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.

Brands Must Keep Their Promises With Customer Experience (CX)

Forrester eCommerce

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.

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.

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.

There Are No Clear CX Leaders Among US Brands – For The Third Year In A Row

Forrester eCommerce

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.

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.

Stop trying to get every customer to love you

Forrester eCommerce

corporate strategy customer experience strategy design thinking brand experience customer experience CX strategy design Dunbar experience design

This I Tell You, Brother; You Can’t Have One Without The Other: Brand And CX Together At Long Last

Forrester eCommerce

brand building brand experience brand monitoring branding chief marketing officer (CMO) corporate strategy customer experience customer experience index (CX Index) customer experience strategy marketing & strategy

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Five Ways To Plan For B2B Journey Mapping Success

Forrester eCommerce

Journey mapping can be an energizing and eye-opening exercise in customer empathy. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey

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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.

Bravissimo delivers customer experience boost with new ecommerce platform

Retail Technology Review

Lingerie retailer, Bravissimo, has underpinned its international omnichannel capabilities and enhanced customer experience with a new ecommerce platform in conjunction with Black Pepper Software, the agile software development provider

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.

How Marketplace Sellers Can Improve the Customer Experience

ecomdash

She has over eight years of social media, copywriting and marketing experience. These days, winning in business means offering a stellar customer experience — one that encourages your customers to shop again and tell their friends to shop with you, too.