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.

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.

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Dynamic Customer Segmentation is a Creative Marketer’s Best Friend


But segmentation can be much more than just static email lists of your customers. Dynamic customer segmentation can significantly outperform a traditional email segment. By ingesting the right customer data, dynamic segments grow and shrink as your customers move in and out of the segments — automatically triggering the right campaigns at the right time. What is dynamic customer segmentation? Dynamic segmentation is nothing without the right customer data.

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How to Use Customer Testimonials to Generate 62% More Revenue From Every Customer, Every Visit


All of those stats are net positive for online businesses in terms of earning a customer’s cash. They can also drive traffic by increasing SEO and up-sell and cross-sell additional products to both existing and potential customer cohorts. Customer Testimonial Videos.

How 5 Brands Grew Their Customer Lifetime Value 2X in Less Than 1 Year with Loyalty Programs


Retaining customers isn’t easy, but it’s important to do for businesses of every size. After all, the sure fire sign of a healthy brand is a growing number of repeat purchases from already existing customers. You can clearly see the number of new vs. returning customers.

AI Will Fundamentally Transform Customer Service

Forrester eCommerce

artificial intelligence (AI) CRM applications customer engagement customer service solutions customer service; AIAI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers.

AI-Fueled Customer Service Delivers Real Results

Forrester eCommerce

Customer service for these services is going to look much different than it does now. customer relationship management (CRM) customer service solutions advanced analytics AI CRM customer serviceAI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. AI today is still in its infancy; AI applications span discrete capabilities, all of which are […].

How To Keep Customers Happy & Generate Repeat Customers


How do you keep customers happy? Long-term customer satisfaction and retention begins with knowing your customer. You may not know the specific motivations for each customer, but there are some traits that nearly all customers have in common. Here's a tip to help you keep customers happy and coming back for more. You should understand their wants and needs.

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.

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Want Recurring Customer Relationships? Choose The Right Billing Platform

Forrester eCommerce

Recurring customer relationships are key to surviving and thriving in the age of the customer. And Billing technology is key to building recurring customer relationships. How so? As we heard from one client, “My billing experience is my top touchpoint.

Omni-channel pricing with the connected customer

Bryan Eisenberg

There are customers who are price sensitive and those that are not. This retailer failed to create a seamless and pleasant customer experience. The post Omni-channel pricing with the connected customer appeared first on Bryan & Jeffrey Eisenberg.

Superhero Customer Support


Customer support workers are the unsung superheroes of the working world today. Guest Blog Customer SupportSo what does a support agent need to become a real-life superhero?

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?

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The US Customer Experience Index For 2017: CX Quality Worsened

Forrester eCommerce

This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of our rankings and continue to move upward. The report is based on Forrester’s CX Index™ methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. customer experience customer experience index (CX Index

Applying Artificial Intelligence And Robotics To The Customer Journey

Forrester eCommerce

But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. artificial intelligence (AI) customer journey robotic process automation (RPA

The Data Digest: Empowered Customers Paint Their Own Future

Forrester eCommerce

age of the customer B2C marketing brand building brand experience customer centricity customer data customer insights data insights market research social intelligence social listening & listening platforms social media

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.

Segmenting Your Shoppers For Higher-Value Customer Acquisition


The article discussed how today’s top retailers are able to deliver more personalized messaging and gain an edge over their competitors in terms of how they acquire, communicate with, and retain customers.

Seriously, Stop Trying to Beat Amazon at Ecommerce


With the right ecommerce marketing strategy, you can build a loyal customer following without ever having to compete head-on with Amazon. Offer a great customer experience. But it’s much more than that — these brands are all built on a fantastic customer experience.

The US Banking Customer Experience Index, 2017

Forrester eCommerce

In this year’s Customer Experience Index, Forrester ranked and measured CX quality of 28 US direct and traditional retail banks brands. The research is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of its customers.

Using Social Media for Customer Service

Ecommerce Platforms

Whether a customer contacts you through email, phone, chat or a support ticket, they want a fast response. After that the customer is going to judge you on the quality of support. Luckily, social media is perfectly setup as a customer service outlet.

How to Boost Ecommerce Revenue With Customer Loyalty Programs

Ecommerce Platforms

Think about how you set up your Amazon store and the way you interact with your customers after a sale. Sure, you'll find customers who keep coming back, but nothing like you would get with your own VIP or loyalty program. Real-world Customer Loyalty Strategies.

The Age of The Customer Experience

Dynamic Yield

The post The Age of The Customer Experience appeared first on Dynamic Yield. Infographics Customer Experience Statistics Customer ExperiencesSee why online businesses need to align their resources around great CX.

How to Solve the Customer Retention Problem (And Make Your Customers Happy!)


Customer retention. Its goal is to retain as many customers as possible. After all, a loyal customer is worth much more than a new customer. But before you can understand how to effectively retain customers, you first must understand why they leave.

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.

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CXEurope 2017: Introducing the Values Based Customer

Forrester eCommerce

More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy, identifying the […].

Budgeting for Word of Mouth through the Customer Experience

Bryan Eisenberg

The post Budgeting for Word of Mouth through the Customer Experience appeared first on Bryan & Jeffrey Eisenberg. Customer Experience Social MediaThis week I take a look at some simple things Magnolia Market in Waco, TX does to purchase Word of Mouth.

Why Every Ecommerce Business Needs a Dedicated Customer Experience Team


In an effort to boost sales and effectively differentiate from competitors, more ecommerce entrepreneurs and hiring managers are working hard to build dedicated customer experience teams at their companies. You have to invest in customer experience. Why Customer Experience Matters.

Unifiying Commerce Around the Customer


To support retailers in their unified commerce journey, we identified 5 key priorities that will ultimately deliver a coherent customer experience across all touch points. Cet article Unifiying Commerce Around the Customer est apparu en premier sur Cegid US.

Identifying and Mitigating Churn With Customer Engagement Automation


It costs 5-25x more to acquire a new customer than keep a current customer. Increasing customer retention rates by 5% increases profits by 25% to 95%. And increasing churn will eventually plateau any new customer growth. More of our customers are at-risk than 90 days ago.

The future is intelligent – Is AI the new customer service?

Retail Technology Review

We are in a new age of digital customer service where on-demand help is expected 24/7, 365 days a year but does your self-service support live up to this demand By Jason Maynard, director of data and analytics, Zendesk.

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


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.

Should Ecommerce Brands Require an Email to Start Shopping?


The key benefit of getting a customer’s email immediately is simple: you have their email address. You can now engage directly with potential customers and offer them coupons, targeted offers, and other personalized messages.

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Digital Store Technologies Take the Stage For Both Customer and Associate Experience.

Forrester eCommerce

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater?

How to Customize the Wireless Retail Experience


Customer Experience Customer Success Stories RQ Retail Management Omnichannel RetailThe vast majority of Americans are no longer first-time mobile phone buyers. In fact, as of 2016, 95% of Americans owned a cellphone of some kind, and 77% owned a smartphone. What’s more, one in ten American adults are “smartphone-only”, meaning they use their mobile in place of a traditional landline service.

The Power of YouTube Influencer Marketing: 2X Brand Awareness Plus Customer Trust & Sales — What’s Not To Love?


Now, if the product you’re promoting is higher-consideration and you are primarily looking to bring customers into the top of your sales funnel, or just trying to get customers to look at you slightly differently than your competitor, dedicated content is a great addition to direct response ads.

Ecommerce Trends: 147 Stats Revealing How Modern Customers Shop in 2017


Effectively targeting a ready-to-buy audience requires solid data and statistics on your customers. Customer location at time of purchase. One in ten customers admitted to buying something online after drinking alcohol.

What Chief Customer Officers Talk About Over Dinner

Forrester eCommerce

Although these senior leaders go by various titles, the most common is still Chief Customer Officer (CCO). For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. That’s why I was immediately interested when Dell’s CCO Karen Quintos, and her Dell Technologies colleague, […

How 2 Brands Navigate the Chaotic Chat Channels of Modern Ecommerce Customer Service


A majority of these jobs are allocated to distribution and fulfillment, but a proportional number of these jobs also go into operations, management, and of course, customer service. Or risk losing customers to competitors forever. Actively use text for customer service and support.

Inconvenience to Opportunity: How to Tackle the Customer Engagement Gap


Technology has enabled and empowered customers to control the types of conversations they have with companies. That’s why it’s so important for teams to create a bridge that closes the customer engagement gap. Defining Your Customer Engagement Gap. We’re living in a new reality.