Forrester eCommerce

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Customer Experience 390

Customer Experience Improvements Customer Management 390

Retail TouchPoints

JANUARY 2, 2024

The real opportunity lies in using your digital product strategy as a way of improving the customer experience (CX) and finding new growth opportunities. Retail companies should look to the opportunities of real-time customer data when considering their digital product strategy.

Improvements 282

Improvements Retail Mobile Customer Experience 282

Groove

JANUARY 23, 2019

Personal connections are at the core of every positive customer experience. Here at Groove Commerce, we think of customer experience like an umbrella covers the entire purchase cycle. Underneath it, your website, marketing, shipping and customer service create micro-moments that influence customer sentiment.

Customer Experience 250

Customer Experience Improvements Customer Live Chat 250

Forrester eCommerce

MARCH 1, 2021

If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI). How can we improve the quality […].

Customer Experience 369

Customer Experience Customer Improvements 369

Forrester eCommerce

AUGUST 3, 2023

Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.

Customer Experience 195

Customer Experience Customer Events Improvements 195

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. Personalize your content strategy. to show customers that you are listening, care about them and want to improve.

Customer Experience 326

Customer Experience Customer eCommerce Social Media 326

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. There’s More to Experience Than Measurement. Identifying Your Trust Drivers. So too is community involvement.

Customer Experience 306

Customer Experience Customer Social Media Improvements 306

Retail TouchPoints

AUGUST 30, 2023

In today’s challenging business landscape, where profit margins are shrinking, supply chains are slow and uncertain, labor shortages are prevalent and inflation is a concern, it is crucial for retailers and brands to differentiate between understanding customer habits and fostering customer loyalty in order to succeed.

Shipping Costs 262

Shipping Costs Improvements Live Chat Retail 262

Retail TouchPoints

MARCH 24, 2023

As a result, customer flow management is more important than ever as leaders seek to empower the customer, improve the employee experience and collect actionable data to potentially scale their business. Here are just a few ways a good system can improve your business operations. Improve customer service.

Improvements 290

Improvements Management Customer Banking 290

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 298

Customer Experience Customer Channel Omnichannel 298

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. For example, many websites could quickly improve their CX by adjusting their site search functionality.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

365 Retail

MAY 16, 2024

The refit aims to better cater to customer tech needs and improve the overall shopping experience. These initial refits are part of a broader strategy to make Currys stores more navigable and showcase a wider range of the latest technology.

Customer Experience 63

Customer Experience Improvements Customer Omnichannel 63

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit.

Customer Experience 98

Customer Experience Improvements Customer Retail 98

Retail TouchPoints

MAY 12, 2023

Companies looking to successfully manage a workforce responsible for performing home maintenance, appliance installation and repairs, critical electric or plumbing work — or overseeing short-cycle construction projects — need a strategy to overcome the challenges of building a candidate pipeline to ensure full staffing.

Customer Experience 344

Customer Experience Customer Travel Technology 344

Retail TouchPoints

MAY 8, 2024

Have mechanisms in place to guide and support customers throughout their journey, and create content that is clean, digestible and informative.” Pitié walked through key takeaways from the report and how these data points should influence brands’ ecommerce strategies moving forward. Rage clicks are present in 5.5% of all visits.

Merchant Services 277

Merchant Services eCommerce Channel Mobile 277

Smile.io

JUNE 1, 2022

Existing customers vs. new prospects graphic. Image Source: Antevenio Your post purchase customer experience can make a huge difference to your customer retention rate. A good post purchase experience shows the customer that you’re invested in their satisfaction.

Customer Experience 96

Customer Experience Improvements Customer Customer Retention 96

Retail TouchPoints

NOVEMBER 14, 2022

Competitive pricing is a key strategy to build customer loyalty and increase sales. By using AI to calculate prices based on market demand and other market conditions, you can ensure that you’re offering the best value to your customers. This can help improve customer loyalty and help you stand out from competitors.

Customer Loyalty 360

Customer Loyalty Operations Improvements Customer Experience 360

Retail TouchPoints

APRIL 18, 2024

It’s already happening, as AI-powered marketing systems digest vast amounts of data on each individual shopper, develop a unique strategy to grow value and engagement, and generate true 1:1 promotions and pricing to achieve each strategy — all in an automated process that takes minutes for millions of shoppers at scale.

Technology 289

Technology Retail White Paper Fulfillment 289

Forrester eCommerce

JUNE 16, 2023

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

Customer Experience 195

Customer Experience Customer Improvements 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. In an ever-changing market, evaluation and positive action is always key.

Customer Experience 311

Customer Experience Customer Apparel Technology 311

lateshipment

AUGUST 1, 2022

The benefits of automation are clear for the business as a whole, and automation can also transform the customer experience even when the customer isn’t directly involved. Shopping and checkout experiences can be managed directly by the customer, but that’s only half of the overall order experience.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

Retail TouchPoints

JANUARY 3, 2024

There’s also a cost consideration for retailers: faster and more convenient returns mean products are restocked sooner, and customers who return items are more likely to shop again quickly. This cycle not only improves inventory efficiency but also encourages repeat business, creating a win-win for both the customer and the retailer.

Retail 278

Retail Shipping Costs Improvements Customer Experience 278

Optimizely

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.

Customer Experience 170

Customer Experience Channel Improvements Customer 170

Korona

AUGUST 5, 2022

A driving factor for many shoppers’ choice is the customer experience offered by each cannabis retailer. Improving a dispensary customer experience is an ongoing process that should be continuously polished and adjusted. Nonetheless, there are some key strategies that you can focus on from the start.

Customer Experience 94

Customer Experience Improvements Customer POS 94

Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. But the wrong combinations, and not aligning technology with business strategies, can erode value by over $1.5 trillion in value. trillion in value.

POS 276

POS Customer Experience Customer Technology 276

BigCommerce

FEBRUARY 23, 2022

As consumers increasingly expect fast shipping when purchasing online, it may come as no surprise that Amazon surpassed FedEx in…

Customer Experience 294

Customer Experience BigCommerce Improvements Shipping 294

Retail TouchPoints

JULY 22, 2022

The improvements will start in select cities before rolling out across the country throughout the summer. The upgrades are aimed at benefiting retailers as well as customers. Part of Uber’s strategy is offering on-demand alcohol through Drizly , which the company acquired for $1.1 billion in February 2021.

Customer Experience 278

Customer Experience Merchant Services Customer Improvements 278

Digital Doughnut

MARCH 16, 2022

If you want to build a robust digital brand in 2022, you should focus on improving customer experience. Good CX will improve revenue and sales for you.

Customer Experience 73

Customer Experience Improvements Customer Operations 73

Retail TouchPoints

AUGUST 20, 2024

These factors have made it challenging for retailers to plan and execute effective marketing strategies. However, brands can overcome these hurdles by developing and executing strategies to optimize their marketing budgets. Four of these strategies include: 1. Leveraging affiliate channels.

PPC 261

PPC Merchant Services Marketing Multi-channel 261

Retail TouchPoints

MAY 2, 2024

Additionally, you need not just the mechanisms and data tracking to show a clear monetization benefit to the business, but also [the means to gather] the data that allows you to track customer behavior and their stickiness with the loyalty program. RTP: What are some of the most effective membership retention strategies you’ve seen?

Subscription 289

Subscription Shipping Costs Payment Services Payments 289

Pivotree Blog

AUGUST 7, 2024

This is essential for improving your eCommerce performance during the holiday season. This involves solving systemic commerce and supply chain management issues, improving partner collaboration, and integrating real-time data. This will enhance efficiency and provide a unified customer experience.

Customer Experience 52

Customer Experience Customer Gifts Operations 52

Retail TouchPoints

OCTOBER 23, 2023

While discounts and deals will be core, the ailing department store chain is also prioritizing in-store merchandising and curation to improve the customer experience. To make finding the perfect gift even easier, Kohl’s has developed a new front-of-store experience, aptly called Gift Shop, that is curated for various holiday gifting needs.

Toys 276

Toys Gifts Department Stores Omnichannel 276

Retail TouchPoints

MAY 11, 2021

Getting the returns experience right is one of the most critical parts of that cycle — 95% of shoppers say that how returns are handled affects their decision of whether to purchase again. This is perhaps the most crucial test of your overall returns experience. Purchase Frequency Before Return Versus Purchase Frequency After Return.

Customer Experience 219

Customer Experience Customer Customer Retention Books 219

Retail TouchPoints

JUNE 21, 2024

Walmart has been working on a number of different ways to improve sustainability, from the supply chain to its stores, including: In July 2023 Walmart and PepsiCo invested $120 million to support regenerative agriculture practices on more than 2 million acres of farmland in the U.S.

Supplies 262

Supplies Improvements Apparel Consumer Goods 262

Digital Doughnut

MAY 18, 2023

Chatbots have become increasingly popular in recent years, and have been used by many businesses as a tool for improving customer experience and brand engagement. A chatbot is a computer program designed to simulate conversation with human users, typically through a chat interface.

Customer Experience 59

Customer Experience Improvements Customer Recommendation 59