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.

The Psychology Behind Customer Loyalty


But few brands are lucky to attain the ranks of true customer loyalty. Sure, many of us— 77 percent, in fact —participate in some kind of customer loyalty program. Understanding customer psychology. Treat your loyal customers like royalty .

How To Get Your Customers To Do Your Selling For You (Previewing Our B2B Forum)

Forrester eCommerce

B2B marketing customer advocacy customer communication customer experience customer experience management customer experience strategy customer lifetime value (CLV) customer relationship management (CRM) B2B Marketing customer marketing

B2B 213

How Customer Service Data Can Improve Customer Loyalty


The more you have, the better you know your customers, and the more relevant you can make your campaigns. Even if you’re lucky enough to have detailed analytics into customer lifetime value and repeat purchase rate, you still don’t have the whole picture. Customer support benefits too.

Who Exactly is Your Ideal Ecommerce Customer?


Is your ideal customer: A. A 20-year-old college student who loves football and wants a custom-printed t-shirt with their team’s fight song? You have to specifically target your ideal customers, and to do that, you must really understand your top buyers.

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

Join Us To Learn How To Embrace Privacy And Set Your Firm Apart In Your Customers’ Eyes

Forrester eCommerce

We know it: customers are increasingly demanding protection for and control over their data. They successfully created a business reputation for privacy and security and inspire customer trust. As a result, their customers are more likely to choose and stay loyal […]. age of the customer data security privacy regulations & legislationFirms that meet and exceed these expectations, recognise and treat privacy as a value.

Reinventing Retail Customer Engagement


Customer engagement has always been crucial to retail. But what defines customer engagement today versus even ten years ago has changed dramatically. The post Reinventing Retail Customer Engagement appeared first on Zmags.

Nike Scores A Customer-Values Touchdown

Forrester eCommerce

advertising age of the customer brand experienceUnless you were on the Appalachian Trail for a few weeks, you know what I’m talking about. I’ll start with this paragraph from our newly published analysis of Nike’s “Just Do It” campaign featuring Colin Kaepernick, called Nike Makes No Sacrifices: Judging the Nike decision is difficult because there’s so much conflicting evidence. In concept, values-based […].

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 […].

Map Your Ecommerce Marketing to the Customer Lifecycle


First, an anonymous user browses your site, then makes a purchase, then another, and slowly but surely becomes a loyal customer. This is the customer lifecycle, and understanding the ins and outs of this ever-changing process is the key to effective B2C marketing.

When Piloting Colocation, Measure Customer Impact

Forrester eCommerce

When Piloting Colocation, Measure Impact To Location, Customers, And Operations It’s been interesting to see creative real estate colocation ideas such as the recently announced pilot for ALDI in 10 Kohl’s stores.

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Forrester eCommerce

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor. Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […].

Personalization: Customizing The Shopping Experience


The post Personalization: Customizing The Shopping Experience appeared first on Zmags. Ecommerce Best Practices customer experience ecommerce marketing technologyPersonalization is a word that’s bandied around constantly in the marketing and ecommerce industry.

HaiDiLao Cooks The Competition With Memorable Customer Service

Forrester eCommerce

HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand.

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

Control Your Destiny: Own All Customer Communications


So why are you letting anyone else handle communications with your ecommerce customers? You should carefully consider every message you send out to your customers because it informs their opinion of your brand, your products, and much more. The Importance of Customer Communications.

Crafting The Customer Journey With Visual Content


The post Crafting The Customer Journey With Visual Content appeared first on Zmags. Ecommerce Best Practices Shoppable Content customer engagement customer experience

ServiceNow Offers A Refreshing Take On Customer-Centricity With Their Customer Service Application

Forrester eCommerce

It’s a well attended conference by 18,000 people who use one or more of their cloud service management, HR, security and customer service products which are all built on an enterprise-grade platform. CRM applications customer relationship management (CRM) customer service solutions CRM customer service CXI attended ServiceNow’s Knowledge18 conference, held in Las Vegas on May 7-10.

Customize Every Pixel: Custom Checkouts Now Available on BigCommerce


The Checkout SDK is intended for partners, developers and brands who want to build a custom checkout front-end experience. It allows for developers to create their own UI to move a customer through the checkout process. The SDK handles all the heavy-lifting such as: Customer login.

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

B2B 203

Deeply Analyze Your B2C Customer Buying Patterns


If you don’t know your customer behavior intimately, you definitely should. As a B2C marketer, you want to know as much as possible about your customer’s buying habits, including their first purchase, their last purchase, their customer lifetime value, and much more.

B2C 195

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.

How to Re-Engage Your At-Risk Customers


Are your customers at-risk? If a customer ignores all your emails, hasn’t visited your site, and hasn’t made another purchase, it’s clearly time to intervene. But if you’re seeing no engagement at all, those customers are definitely at-risk.

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.”

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

B2B 811

Customer Service Really Is The Key To Customer Happiness

Retail TouchPoints

So many retailers today feel like it’s hopeless to train and motivate employees to provide excellent customer service. On the level of customer service, I would say that’s a good thing. customer service customer happines Editor's Perspective Debbie Hauss

How FOMO Can Create Customer Loyalty


FOMO is an appealing way to push your customers to click “Buy” again and again. Unfortunately, your customers may have realized that same sale offers come up again and again and stopped responding. . With FOMO on your side, you can cultivate truly loyal customers.

Retailers That Are Shy About At Collecting Customer Data Won’t Succeed

Retail TouchPoints

By Chirag Shivalker, Hi-Tech BPO We live in a world driven by data, and leveraging it appropriately in a retail setup has proved its worth in providing relevant and valuable customer experiences. Why Should Retailers Collect Customer Data?

Stay Ahead Of Your Customers With Continuous Delivery

Forrester eCommerce

When you look more closely at the “ANG” part of this quintet, it’s not hard to see how continuous delivery and rapid creation of customer value and corporate growth go hand in […].

How Retailers Can Build Customer Loyalty With Handwritten Notes

Retail TouchPoints

By Aaron Roy, Bond Any retailer knows the importance of customer loyalty. So, how can retailers tap into their customers’ emotion? Each of these interactions is a key moment to engage the customer and drive brand loyalty. customer loyalty notes Aaron Roy Bond

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. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews.

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. Empowered customers now […].

Keep Your Eye on the Customer Engagement


Are your customers truly engaged, or are they just coasting? Unless you’re keeping a close eye on customer interactions with your B2C brand, it’s impossible to know for sure. As a B2C marketer, it’s your job to keep loyal customers happy and engaged with your brand.

Weird, But True: Your Loyal Customers Have Multiple Identities


Six is the magic number when it comes to your loyal ecommerce customers. It may sound strange, but we’ve found that your company’s most loyal customers have an average of 6 completely different identities in your marketing systems. How do ecommerce customers buy today?

Close your laptop. Go outside. Talk to your customers.


While listening to a podcast on customer research, I captured this phrase which brilliantly sums up our daily bubble:? Anything you’re thinking about customers and markets is nothing more than a guess.Des Traynor, Co-Founder Intercom Indeed! Talk to your customers.

Customized Product Comparison Table

Rishi Rawat

There is one really important aspect of improved conversions: when you let the user drive their own experience they convert at a higher rate. understands this.

Video: Boost Customer Engagement With Personalized Video

Forrester eCommerce

When a car insurance company wanted to boost customer engagement during the onboarding process, it turned to personalized video. No longer a gimmick, brands across verticals use the technology to create unique customer experiences at scale. And the videos resonated with the customers of Geoffrey Insurance: An overwhelming majority of them watched the entire video. […].

C/4HANA: SAP’s Industrialization Of Customer Engagement

Forrester eCommerce

SAP announced a new name, market position, and strategy for its customer engagement portfolio. Instead of a potpourri of products, SAP will now offer the quirkily named C/4HANA, which is comprised of SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Sales Cloud (including CallidusCloud), and SAP Customer Data Cloud (Gigya).

Customer Service Operations Rest On Mature Technologies, But Emerging Ones Add Differentiation

Forrester eCommerce

Great customer service helps control costs as companies squeeze out operational efficiencies. It also fuels sustainable top-line revenue growth by providing differentiated experiences that keep customers loyal to your brand. We just finished assessing 20 of the most important technologies in the customer service in terms of their maturity and business value. case management customer experience customer relationship management (CRM) customer service solutions

The Power of Super Specific Customer Segmentation


Today’s customer segmentation isn’t your grandfather’s segmentation. (If If they abandon a cart, you can immediately send them a reminder with a custom offer to convince them to buy. This way, you’re not just hitting customers at the right time, but also in the right place.

Increase Customer Engagement With Mobile Apps


Because mobile apps are structured differently than any other channel – even/especially when compared to browsing web via mobile – retailers who have apps can invite customers to interact with products and with branding in ways that can’t be done otherwise.

Mobile 227

The Billion-Customer Digital Accessibility Opportunity

Forrester eCommerce

And these potential customers have money to spend: Over 1 billion people worldwide have a disability, and they have over $1.2 customer experience digital business user experience accessibility digital strategyThere’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute.