INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. 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 digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness MORE
Automation and AI now impacts every job – including every customer service job. AI handles with increased confidence, repetitive work which allows customer service agents to focus on tasks of greater value to the company. And customer service robots which we define as: semi- or fully autonomous physical machines that perform services to augment humans […]. customer service solutions robotics MORE
226 
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. MORE
customer data cybersecurity privacy regulations & legislation security & risk security operations & program governance breach notification data breach Marriott Risk S&R security StarwoodIt’s probably as good a time as any to mention that releasing major breach announcements on Fridays is a worn-out trope by this point? That didn’t stop Marriott from announcing a breach of Starwood’s reservation system affecting 500 million people to kick off this Friday with a bang. MORE
If you run an ecommerce business, then you know how important customer retention is. And getting customer feedback is directly linked to customer retention. In fact, American businesses lose a whopping $62 billion a year due to bad customer experiences. MORE
age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging MORE
The UK retail sector is unforgiving. High street sales recently suffered their biggest drop in 20 years, while online sales growth was forecast to decline to single digits for the first time this year. Critical Issues Retail Supply Chain Internet Retailing MORE
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. MORE
Since IBM’s announced intention to purchase Red Hat for $34 billion, Forrester analysts have received a number of inquiries about the potential acquisition. Outside of our previously published thoughts, we find it unwise to speculate on IBM and Red Hat’s future plans. That said, Forrester has published five Forrester Wave™ evaluations that compare existing products […]. 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
As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion MORE
corporate strategy customer experience strategy design thinking brand experience customer experience CX strategy design Dunbar experience design MORE
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. MORE
Instead, you need to focus on offering something Amazon can’t : Create a unique customer experience –– on your website and in your marketing communications. Build trust with your customers in every interaction. It’s both a bad customer experience and a bad look for your brand. MORE
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 […]. MORE
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 MORE
age of the customer customer experience online retail retail Customer Experience (CX) digital retailForrester’s CX Index research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead retailer performance clusters around the “okay” level. There are of course bright sparks, with retailers like John Lewis out performing peers but even they are only reaching “good.” So what is holding retailers back from reaching […]. MORE
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 . MORE
We recently published a case study about Carbon, a 3D printing company known for its innovative technology and, now, its proactive customer service model. Over the course of several months, we spoke with the Carbon team and asked them how they use IoT data that stream from its printers to predict customers’ problems before they […]. 3d printing customer centricity 3D printing customer experience customer feedback customer service real-time data 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
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. MORE
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. MORE
When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business? 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
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. 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
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 […]. MORE
181 
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. MORE
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. MORE
Nice animated graphic by McKinsey to describe customer journey: Key takeaway: More than half of customers- 58 percent – change brands from one purchase cycle to the next. This means, as marketers, we have plenty of opportunities to acquire new customers. MORE
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 MORE
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. MORE
Did you know that customers who stick with your brand over time will spend 67% more than new customers? While… Ecommerce Marketing customer retention MORE
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. MORE
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. MORE
They sell those insights back to the customer who put the data there in the first place and will also sell them to anyone else who can pay. […]. MORE
The relentless march of digital transformation has not left the physical world untouched — particularly when it comes to understanding and engaging with customers. MORE
The post Crafting The Customer Journey With Visual Content appeared first on Zmags. Ecommerce Best Practices Shoppable Content customer engagement customer experience MORE
By Adam Blair, Executive Editor Today’s marketers have lots of tools for measuring individuals’ Customer Lifetime Value (CLV). The differences [between customers] are staring us in the face,” Fader added. of customers,” said Hoyne. MORE
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. MORE
Customer Related Topics Retail Technology Review
DECEMBER 11, 3300
The UK retail sector is unforgiving. High street sales recently suffered their biggest drop in 20 years, while online sales growth was forecast to decline to single digits for the first time this year. Critical Issues Retail Supply Chain Internet Retailing
Forrester eCommerce
NOVEMBER 6, 2018
customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness
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 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.
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
DECEMBER 4, 2018
As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion
Zaius
AUGUST 14, 2018
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 .
Forrester eCommerce
NOVEMBER 1, 2018
corporate strategy customer experience strategy design thinking brand experience customer experience CX strategy design Dunbar experience design
Zaius
AUGUST 28, 2018
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.
Zaius
DECEMBER 19, 2017
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.
Zmags
MARCH 8, 2018
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.
Rishi Rawat
FEBRUARY 5, 2018
Nice animated graphic by McKinsey to describe customer journey: Key takeaway: More than half of customers- 58 percent – change brands from one purchase cycle to the next. This means, as marketers, we have plenty of opportunities to acquire new customers.
Forrester eCommerce
NOVEMBER 21, 2018
When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business?
Zaius
SEPTEMBER 12, 2017
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.
Forrester eCommerce
SEPTEMBER 28, 2018
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
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
BigCommerce
SEPTEMBER 10, 2018
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.
Forrester eCommerce
OCTOBER 24, 2018
We recently published a case study about Carbon, a 3D printing company known for its innovative technology and, now, its proactive customer service model. Over the course of several months, we spoke with the Carbon team and asked them how they use IoT data that stream from its printers to predict customers’ problems before they […]. 3d printing customer centricity 3D printing customer experience customer feedback customer service real-time data
Forrester eCommerce
SEPTEMBER 12, 2018
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.
BigCommerce
NOVEMBER 9, 2018
Did you know that customers who stick with your brand over time will spend 67% more than new customers? While… Ecommerce Marketing customer retention
Zmags
JUNE 20, 2018
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.
Zaius
NOVEMBER 22, 2018
Instead, you need to focus on offering something Amazon can’t : Create a unique customer experience –– on your website and in your marketing communications. Build trust with your customers in every interaction. It’s both a bad customer experience and a bad look for your brand.
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 […].
Retail TouchPoints
OCTOBER 23, 2018
By Adam Blair, Executive Editor Today’s marketers have lots of tools for measuring individuals’ Customer Lifetime Value (CLV). The differences [between customers] are staring us in the face,” Fader added. of customers,” said Hoyne.
Forrester eCommerce
JUNE 4, 2018
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.
Zaius
SEPTEMBER 14, 2017
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.
Forrester eCommerce
DECEMBER 14, 2018
The relentless march of digital transformation has not left the physical world untouched — particularly when it comes to understanding and engaging with customers.
Zmags
JUNE 7, 2018
The post Crafting The Customer Journey With Visual Content appeared first on Zmags. Ecommerce Best Practices Shoppable Content customer engagement customer experience
Zaius
MAY 8, 2018
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.
Forrester eCommerce
APRIL 3, 2018
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 […].
Forrester eCommerce
NOVEMBER 30, 2018
customer data cybersecurity privacy regulations & legislation security & risk security operations & program governance breach notification data breach Marriott Risk S&R security StarwoodIt’s probably as good a time as any to mention that releasing major breach announcements on Fridays is a worn-out trope by this point? That didn’t stop Marriott from announcing a breach of Starwood’s reservation system affecting 500 million people to kick off this Friday with a bang.
Forrester eCommerce
MAY 7, 2018
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.
Forrester eCommerce
SEPTEMBER 21, 2018
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 […].
Forrester eCommerce
NOVEMBER 5, 2018
They sell those insights back to the customer who put the data there in the first place and will also sell them to anyone else who can pay. […].
Forrester eCommerce
NOVEMBER 2, 2018
age of the customer customer experience online retail retail Customer Experience (CX) digital retailForrester’s CX Index research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead retailer performance clusters around the “okay” level. There are of course bright sparks, with retailers like John Lewis out performing peers but even they are only reaching “good.” So what is holding retailers back from reaching […].
GetElastic
DECEMBER 3, 2018
If you run an ecommerce business, then you know how important customer retention is. And getting customer feedback is directly linked to customer retention. In fact, American businesses lose a whopping $62 billion a year due to bad customer experiences.
Zaius
OCTOBER 19, 2017
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.
Forrester eCommerce
NOVEMBER 27, 2018
Since IBM’s announced intention to purchase Red Hat for $34 billion, Forrester analysts have received a number of inquiries about the potential acquisition. Outside of our previously published thoughts, we find it unwise to speculate on IBM and Red Hat’s future plans. That said, Forrester has published five Forrester Wave™ evaluations that compare existing products […].
Retail TouchPoints
OCTOBER 17, 2017
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
Zaius
OCTOBER 3, 2017
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.
Forrester eCommerce
MAY 14, 2018
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.
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
Let's personalize your content