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. Personalize Your Content Strategy. A personalized content marketing strategy comes with many benefits.

Customer Experience 326

Customer Experience Customer eCommerce Social Media 326

Groove

NOVEMBER 12, 2020

Make a great first impression and create a positive experience for your customers by catering to their unique needs. In this blog, we're sharing 5 tips on how to improve customer experience and turn existing customers into repeat purchasers. How To Improve Customer Experience: 5 Tips. Conclusion.

Customer Experience 356

Customer Experience Improvements Customer Social Media 356

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 258

Customer Experience Customer eCommerce Customer Loyalty 258

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 302

Customer Experience Customer Social Media Presentation 302

Retail TouchPoints

AUGUST 1, 2022

But while augmented reality shopping experiences are still in their infancy and may sound complex, they really don’t need to be. We’ll take you through three unique ways you can use augmented reality to, well, augment your retail advertising strategies. Face Effects: Digital Fitting Rooms. The best part about in-person shopping?

Customer Experience 315

Customer Experience Customer Clothing Gifts 315

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 […]. I was wrong.

Customer Experience 309

Customer Experience Customer Travel 309

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 335

Customer Experience Customer Travel Technology 335

Retail TouchPoints

NOVEMBER 17, 2023

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. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 250

Shipping Costs Customer Experience Supplies Improvements 250

Retail TouchPoints

JANUARY 19, 2022

Brands do this under the guise of helping provide a better customer experience, but it only takes one breach for that to completely wipe out consumer trust — it exposes the extent to which brands collect, track and keep consumer data on file. 3 Tips When Navigating the new Data Privacy Landscape. Current data privacy laws in the U.S.

Customer Experience 309

Customer Experience Customer Retail Consumer 309

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.

Customer Experience 415

Customer Experience Customer 415

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. But it is not a case of digital versus store.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

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 254

Technology Retail White Paper Fulfillment 254

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

Forrester eCommerce

NOVEMBER 4, 2021

Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.

Customer Experience 259

Customer Experience Customer Management 259

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 276

Customer Experience Customer Channel Consumer 276

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 295

Customer Experience Social Media Customer Live Chat 295

Forrester eCommerce

OCTOBER 26, 2021

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

Customer Experience 195

Customer Experience Customer Management 195

Forrester eCommerce

APRIL 7, 2022

It’s 2022 but there are still an alarming number of companies that focus on everything but customer experience. Let's look at the systemic issues behind this lack of focus.

Customer Experience 195

Customer Experience Customer Management 195

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO.

Customer Experience 279

Customer Experience Customer Supplies Technology 279

Forrester eCommerce

AUGUST 10, 2020

As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one.

Customer Experience 318

Customer Experience Customer 318

Retail TouchPoints

SEPTEMBER 7, 2022

Incorporating elements such as recycled materials or energy efficient lighting, for example, are effective strategies that speak to a brand’s commitment to sustainability. We know that Boomers prefer in-store shopping and seek experiences that emphasize convenience and value. How it’s expressed is what differs.

Customer Experience 276

Customer Experience Customer Social Media Arts 276

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.

Customer Experience 401

Customer Experience Customer Web Design Management 401

Forrester eCommerce

MARCH 18, 2021

Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.

Customer Experience 308

Customer Experience Improvements Customer 308

Retail TouchPoints

DECEMBER 1, 2022

Xponent Ignite aims to deliver industry-tailored, pre-built customer journeys with pre-configured integrations that personalize and automate customer touchpoints to drive immediate value to the consumer. Additionally, its more than 80 pre-built journeys aim to drive customer loyalty, spark upsells and lead to faster ROI.

Customer Experience 254

Customer Experience Customer Retail Customer Loyalty 254

Retail TouchPoints

AUGUST 4, 2022

As retailers prepare for the upcoming holiday shopping season, they need a strategy for managing the inevitable bad bot traffic that will land on their site. A Roadmap to a Bad Bot-Free Holiday Shopping Experience. The ideal strategy can be broken down into four steps: 1. Don’t wait until your website or application is targeted.

Customer Experience 271

Customer Experience Customer Gifts Management 271

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

Forrester eCommerce

MARCH 17, 2021

There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.

Customer Experience 285

Customer Experience Customer Marketing 285

Forrester eCommerce

AUGUST 4, 2020

Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this, but is ineffective without a solid strategy and set of customer experience goals.

Events 391

Events B2B Customer Experience Technology 391

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

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. Across industries, […].

Customer Experience 195

Customer Experience Customer Consumer Retail 195

Retail TouchPoints

OCTOBER 18, 2022

The bottom line is that every retailer should be working to understand customer behaviors in order to improve operations. Through the use of people tracking solutions, retailers can look for efficiencies and work to always enhance the full customer experience. Nick Delyani is Director of Retail North America for Xovis.

Customer Experience 294

Customer Experience Customer Apparel Technology 294

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