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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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.

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.

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.

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.

Coupa scores customer win with JD Sports

Retail Technology Review

Coupa Software has announced that UK sports fashion retailer, JD Sports Fashion plc (JD), has selected Coupa's cloud-based Procure-to-Pay (P2P) solution to integrate with its existing ERP system. By selecting Coupa, JD aims to offer an improved, simpler and more accessible P2P service to its store and office colleagues alike

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

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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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

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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?

Finding the retail 'promised land' – improving customer experience and efficiency'?

Retail Technology Review

By Allison Manetakis, Director of Commerce Product Management, Oracle NetSuite

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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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.

Find the Perfect Black Friday Email Flow


It may seem daunting, but as you gear up for the holiday season, we wanted to share some tips to help you make the most of your customer communications, starting with Black Friday. How many times should you email each customer on peak days?

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75% of UK shoppers trust other customers over retail staff

Retail Technology Review

Despite retailers' best efforts to improve customer experience and engagement, research by conversational commerce platform iAdvize has found that the majority of UK consumers look to peers when making a purchasing decision, rather than the retailer or brand

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Web Push Is A Channel For Improving the Customer Experience


In fact, a decent percentage of marketers will use web push exclusively as a re-engagement tool for at-risk customers – but even that’s only a good strategy if it’s being leveraged alongside more regular use. When customers are looking at specific products but may need more information.

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.

How to drive growth with ecommerce customer retention rate optimization


In order to continuously drive growth for your business, you must focus on building and maintaining authentic relationships with your customers. The post How to drive growth with ecommerce customer retention rate optimization appeared first on Conversion Rate Optimization (CRO) Blog.

How to Use Pricing and Promotions to Improve Customer Satisfaction


In today’s competitive landscape, simply meeting a customer’s expectations is no longer enough, retailers and brands are on the constant lookout to go above and beyond to increase customer satisfaction. But why is customer satisfaction so important after the point of purchase? Well, achieving above average customer satisfaction can create a point of differentiation, it can lead the customer to buy again, and create valuable customer loyalty in the long run.

Competing With Amazon Through The Retail Customer Experience


The Retail Customer Experience: Tips and Tricks Amazon can often seem like an industry goliath – and for good reason. The post Competing With Amazon Through The Retail Customer Experience appeared first on Zmags.

How to Use Customization to Encourage Wireless Device Purchases


This is true for both our ability to understand customers and for using psychology to influence and persuade consumer behavior. Customer Experience Interactive RetailThe science of consumer psychology has advanced significantly in recent years.

{Best Practices} 3 Keys To A Robust Customer Experience


Forbes Magazine recently reported that 58% of companies that are much more profitable than their competitors report that the CEO is in charge of customer experience management. How can brands put their customer experience.

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.

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.

How to Celebrate Your Customer’s Birthday


Celebrating a milestone like your customer’s birthday is an easy way to foster a more personal relationship with your customers, building a foundation for loyalty. Birthday and other milestone campaigns can be as simple as sending your customers a special happy birthday message or going further and delivering a special discount or gift. The following best practices will ensure that your customer birthday campaigns are as effective as they can be.

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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.

Engagement Costs Aren’t Being Tamed: What Customer Service Should Do

Forrester eCommerce

Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. We know that customers use self service as a first point […]. Uncategorized AI CRM customer serviceThey also use several channels at the same time – like web and phone – if it makes sense to do so.

4 Ways to Personalize Your Customer Newsletter


But sending all your customers the exact same newsletter content isn’t an effective way to engage each shopper, and could even be perceived as irrelevant. How should you actually go about personalizing your customer newsletter? Segment your customers.