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 […].

Who Exactly is Your Ideal Ecommerce Customer?

Zaius

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.

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.

Reinventing Retail Customer Engagement

Zmags

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.

Personalization: Customizing The Shopping Experience

Zmags

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.

Map Your Ecommerce Marketing to the Customer Lifecycle

Zaius

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.

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.

Crafting The Customer Journey With Visual Content

Zmags

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

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.

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 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.”

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).

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 188

Control Your Destiny: Own All Customer Communications

Zaius

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.

Deeply Analyze Your B2C Customer Buying Patterns

Zaius

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.

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7 Fast and Furious Ways to Rev-up Automotive Customer Conversions

Zmags

The post 7 Fast and Furious Ways to Rev-up Automotive Customer Conversions appeared first on Zmags. Ecommerce Best Practices Auto Ecommerce CRO customer engagement ecommerce conversion rates

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.

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.

How to Re-Engage Your At-Risk Customers

Zaius

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.

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

Zaius

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.

Implement UEM To Improve Employee Experience And Protect Customer Trust

Forrester eCommerce

age of the customerIntroducing Our 2018 Now Tech On Unified Endpoint Management (UEM) We are excited to announce the publication of our Now Tech report on Unified Endpoint Management! Forrester clients frequently ask us how to balance employee productivity with management and security. Unified endpoint management, the successor of enterprise mobility management (EMM) and mobile device management (MDM), can help you do it. Forrester defines UEM as: Products that provide […].

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

How to Find Your Customer Niche and Dig In

Zaius

They’re offering buyers focused, curated, and high-quality products that serve a small and specific customer niche. First, a little bit about what makes a customer niche, well, a niche. The post How to Find Your Customer Niche and Dig In appeared first on Zaius.

Platform Economy Myth #4: If You Build A Platform, Developers And Customers Will Come

Forrester eCommerce

” Myth #4: If you build a platform, developers and customers will come. Reality: Every day, you must earn the trust and investment of customers and […]. age of the customer

AI-Powered Customer Lifetime Value

Klaviyo

The post AI-Powered Customer Lifetime Value appeared first on Klaviyo. Blog Post Product Announcements AI CLV customer lifetime value

Keep Your Eye on the Customer Engagement

Zaius

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

Zaius

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?

Verint’s Solutions Empower Agents And Customers

Forrester eCommerce

It’s not a big conference – attended by about 1500 people who use one or more of the company’s customer service products: workforce engagement, self-service, voice of the customer and fraud and compliance. customer service solutionsI recently went to Verint’s Engage18 conference, held in Dallas on May 14-17.

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. Drip.com understands this.

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.

The Power of Super Specific Customer Segmentation

Zaius

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.

Marketing Innovation Starts And Ends With Customer Obsession

Forrester eCommerce

Despite all the monumental changes to technology and media which afford marketers the capabilities to build emotion-rich customer relationships, they frequently struggle to rise above roles as brand despots or sales vassals.

Increase Customer Engagement With Mobile Apps

Zaius

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.

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The 8 Tools and Strategies Proven to Acquire New Customers & Increase Customer Engagement

BigCommerce

You can’t – so you better do everything in your power to keep the customers coming. And then, hopefully getting some of those customers to come back again and again. When to ask customers for reviews (and then how to use those!). Customer Acquisition Tactics: The 4-Step Process.

Over the River and Through the Woods: Creative Content and the Effects on the Ecommerce Customer Journey

Zmags

Take your customers on a literal journey. The post Over the River and Through the Woods: Creative Content and the Effects on the Ecommerce Customer Journey appeared first on Zmags. Ecommerce Best Practices content & commerce customer experience

The Silence Of The Customer Service Representative

Retail TouchPoints

Perhaps it’s too old-fashioned for today’s fast paced world, but it’s a mantra that should be adopted by retail customer service. 27 I sent an email to the customer service department at the vendor. The silence of the customer service representative was deafening.

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.

Making It Real: Disruptive Technology To Elevate the Customer Experience

Retail TouchPoints

Retailers are delivering differentiated customer experiences through investment in store technology, people and process. Customer expectations and the technology landscape will evolve. customer experience disruption Austre DeHaro Brandon Pemberton Point B