Retail TouchPoints

APRIL 9, 2024

Best Buy is expanding its partnership with Google Cloud to leverage generative AI technology for new customer service tools. As early as late summer, Best Buy customers in the U.S. The self-service tool will be available on BestBuy.com, on the Best Buy mobile app and when customers call the retailer’s customer service line.

Customer 281

Customer Subscription Customer Experience Technology 281

Forrester eCommerce

JANUARY 30, 2023

When I first joined Forrester, I looked at the results from our annual Customer Experience Benchmark Surveys and saw that three customer service drivers kept coming up as some of the most influential drivers in a customer’s perception of CX quality: Did the agent answer all of my questions?

Customer Experience 195

Customer Experience Customer Customer Loyalty Omnichannel 195

Retail TouchPoints

MAY 11, 2021

Many retailers are getting the concept of customer journeys wrong, or, rather, they have great customer journeys mapped out — they just end after the “purchase” moment. The problem is that once you have won that customer, their loyalty isn’t locked in — you need to draw them back again and again. Refund Versus Exchange.

Customer Experience 194

Customer Experience Customer Customer Retention Books 194

ESW

APRIL 26, 2023

As soon as a shopper has placed their order, the post-purchase customer experience begins. For many brands with DTC ecommerce channels, new customers can be hard-won, and the post-purchase process is crucial to nurturing the next purchase. Keep Communication Flowing Customers want to know what is going on with their purchase.

Customer Experience 78

Customer Experience Merchant Services Payment Services Customer 78

RTP blog

DECEMBER 23, 2019

For retailers, this has meant investing in cloud-based technologies and finding new ways to connect with their customers and expand their digital footprint. Today, according to Salesforce’s 2019 State of Service report, 80% of customers now consider their experience with a company to be as important as its products.

Payment Services 195

Payment Services eCommerce Payments Mobile 195

Forrester eCommerce

SEPTEMBER 3, 2021

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”.

Customer 508

Customer Customer Loyalty Customer Experience Management 508

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 263

Customer Multi-channel Channel Customer Experience 263

RTP blog

MARCH 2, 2018

By Paul Millette, Carousel Industries For arguably anyone in retail, the conversation of “delivering the ultimate customer experience” is as prolific as discussions about inventory management, supply chain operations and P&L statements. 1 driver in bolstering the customer experience.

Customer Experience 150

Customer Experience Customer Supplies Point of Sale 150

Omnisend

NOVEMBER 13, 2023

Reading Time: 13 minutes It’s a common belief that displaying an email address on an ecommerce site is sufficient for customer communication. Many often question the significance of featuring an ‘extra’ contact form. However, this perspective overlooks the unique benefits that contact forms provide.

Payment Services 88

Payment Services eCommerce WooCommerce Document 88

Groove

APRIL 15, 2024

While there are plenty of options for B2C consumers, the unique capabilities a B2B customer requires simply are not available on B2C platforms and apps. They can also leverage pricing strategies and increase customer experiences. It also allows you to address customer preferences quickly.

BigCommerce 335

BigCommerce B2B B2C Customer Retention 335

Forrester eCommerce

MARCH 30, 2023

Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve long lacked. […] Yesterday, Concentrix announced that they’re entering into negotiations to acquire Webhelp for $4.8B with the transaction expected to close by end of year.

Customer Experience 195

Customer Experience Omnichannel Customer 195

Korona

AUGUST 5, 2022

A driving factor for many shoppers’ choice is the customer experience offered by each cannabis retailer. Improving a dispensary customer experience is an ongoing process that should be continuously polished and adjusted. Below is a detailed guide on how to improve dispensary customer experiences. Table of Contents.

Customer Experience 94

Customer Experience Improvements Customer POS 94

GetElastic

APRIL 23, 2019

Imagine a customer service experience where the business representative is always available, friendly and equipped to handle any inquiry you send their way. They have quickly taken over customer service functions for a growing number of businesses.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

RTP blog

MARCH 26, 2018

By Derek Dykens, Cisco Traditional retailers are feeling immense pressure to improve the in-store customer experience as innovative, digital-first competitors continue to enter the brick-and-mortar space. When a customer walks away because you’re not showing up it becomes a lifelong challenge to get them back.

Customer Experience 150

Customer Experience Customer Technology Mobile 150

Retail TouchPoints

JULY 20, 2021

Zoom Video Communications has agreed to acquire Five9 , a provider of cloud-based contact center solutions, in an all-stock transaction valued at approximately $14.7 Customer service received renewed attention among retailers last year following the forced shifted to digital communication and service channels.

Customer 299

Customer Customer Loyalty Reference Channel 299

Retail TouchPoints

DECEMBER 27, 2022

Instead, these brands need to meet customers where they already are and adhere to their communication preferences — which currently, perhaps surprisingly, points to voice. Programmable Voice for Greater Customer Experience (CX). Retail companies looking to digitally transform don’t need to fix what isn’t broken.

Customer 320

Customer eCommerce Retail Customer Experience 320

Groove

APRIL 18, 2024

Customer Experience: Shopify ERP integration integrates customer data, which gives your customers a seamless shopping experience. It also allows for personalized marketing and better customer service. Finally, some ERP systems could have customization limitations. Edit customer information settings.

Shopify 393

Shopify Payment Services Shipping Costs Order Fulfillment 393

365 Retail

NOVEMBER 28, 2022

If experience has become an integral part of brand strategy, it is because brands are more customer-focused than ever. Within the context of Omni channels, retail formats have also undergone significant development and have become more responsive to the retail environment and customers. An array of forms and formats.

Omnichannel 98

Omnichannel Customer Experience Management Payment Services 98

Fabric

MARCH 7, 2024

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs One critical aspect that retailers can often neglect is the post-purchase experience for customers. The post-purchase experience refers to what happens after a customer has made a purchase.

Customer Loyalty 130

Customer Loyalty Customer Merchant Services Shipping Costs 130

Forrester eCommerce

AUGUST 19, 2019

Shortly after I joined Forrester’s customer experience (CX) research team, I took a trip out to San Francisco to visit with some of my old friends and contacts in the tech industry. While there, I asked each one a simple question: “What do you do for your customers?”

Customer 334

Customer Customer Experience 334

Forrester eCommerce

JULY 21, 2023

My favorite thing we uncovered in our research is a use case where brands use the shared UC and CC infrastructure to blur the lines between remote offices and a centralized contact center, resulting in better customer experiences and more efficient customer service.

Customer Experience 195

Customer Experience Customer Management 195

lateshipment

JANUARY 30, 2024

The post-purchase is an exciting phase for your customers, as it is the last station before they get to their destination called happiness from collecting their orders. WISMO requests alone make up approximately 50% of the overall customer inquiries. 5-Point Checklist To Reduce Post-Purchase Customer Inquiries 1.

Customer 130

Customer eCommerce Merchant Services Shipping 130

Smile.io

JUNE 1, 2022

New customers are exciting. Bringing in new customers is a thrill–and it makes your vanity metrics look incredible. But when you dig down into the metrics that matter, you often find that your best trade comes from existing and repeat customers. Existing customers vs. new prospects graphic. Take AOV, for example.

Customer Experience 88

Customer Experience Improvements Customer Customer Retention 88

GetElastic

OCTOBER 17, 2019

Therefore, in order to fully improve and optimize for your digital customers you need to understand how your customers use your ecommerce site and other digital touchpoints. The more seamless the experience, the more likely the customer will return to your website or app. How often do customers contact customer support?

Customer Experience 104

Customer Experience Payment Services Customer eCommerce 104

lateshipment

JULY 12, 2022

Creating a positive experience via great customer service impacts how your audience perceives your business. It not only impacts your existing customers but influences your prospective customers as well. Negative comments from dissatisfied customers could drive potential customers to your competition.

eCommerce 130

eCommerce Customer Customer Experience Social Media 130

GetElastic

SEPTEMBER 27, 2017

Leading brands find that a headless commerce solution enables them to rapidly provide innovative customer experiences. Be ready for what is coming and don’t compromise your customer experiences by going with, or continuing to modify, your traditional ecommerce system to keep up with the pace of change.

Customer Experience 133

Customer Experience Customer eCommerce Presentation 133

Retail TouchPoints

NOVEMBER 2, 2021

It doesn’t just refer to experiences like bungee jumping or white water rafting, but rather, encompasses the consumer desire for a valuable end-to-end brand experience. Research finds that customer experience is the number one factor driving ecommerce brand loyalty , even more so than price and product selection.

Point of Sale 296

Point of Sale Mobile Customer Marketing 296

Korona

FEBRUARY 2, 2022

Keeping customers satisfied with your products and services should be the main focus of any business. Many companies now spend incredible amounts of time and money on improving their customer service and the overall customer experience at their store, whether it be online or brick-and-mortar. And few are aware of this.

Customer Experience 52

Customer Experience Customer POS Retail 52

GetElastic

SEPTEMBER 27, 2017

Leading brands find that a headless commerce solution enables them to rapidly provide innovative customer experiences. Be ready for what is coming and don’t compromise your customer experiences by going with, or continuing to modify, your traditional ecommerce system to keep up with the pace of change.

Customer Experience 133

Customer Experience Customer Presentation eCommerce 133

ESW

OCTOBER 2, 2023

Retailers and brands with DTC ecommerce channels often look to international markets to grow customer bases and revenue. However, this presents a unique set of challenges, particularly when it comes to global customer service. And yet customer service plays a pivotal role in shaping the success of a retail business.

Payment Services 154

Payment Services Customer Payments Omnichannel 154

lateshipment

APRIL 9, 2024

If you’re an e-commerce merchant who wants their business to become successful, you need to become the customers’ favorite (offer them a great experience, stay ahead of the competition, improve profit margins, and whatnot). Such issues can deter customers from completing their purchases and lead to abandoned carts.

eCommerce 130

eCommerce Merchant Services Shipping Costs Customer 130

Forrester eCommerce

APRIL 21, 2020

While some regions around the globe have begun to relax their shelter-in-place restrictions, many brands are still trying to nail down a coherent customer service approach that incorporates a huge helping of a work-at-home workforce.

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Blog Customer Customer Experience Management 327

Retail TouchPoints

SEPTEMBER 29, 2020

Self-checkout is already a big part of how customers shop — according to RBR’s report, “EPOS and Self Checkout in 2020” , shipments of self-checkout solutions increased by 52% in 2019 to a new record high. How can retailers learn how their shoppers and store associates are using self-checkout solutions? Use data intelligently.

Payment Services 279

Payment Services Customer Operations Management 279

lateshipment

NOVEMBER 15, 2023

Give your customers what they want. What customers want The increase in e-commerce-based technology, changes in the status quo of online shopping, ever-dynamic trends, etc have all turned customers’ wants into needs. Want to truly stand out in this competitive e-commerce landscape and enjoy the fruits of holiday season success?

eCommerce 130

eCommerce Customer Shipping Costs Gifts 130

Retail TouchPoints

JUNE 23, 2020

In an ongoing effort to restructure its operations, improve efficiencies and better align its costs, Bed Bath & Beyond is reportedly pursuing the sale of its Christmas Tree Shops and Cost Plus divisions and closing contact centers in Ocoee, Fla. and Layton, Utah, affecting approximately 230 and 285 employees, respectively.

Operations 185

Operations Improvements Customer Experience Customer 185

ecomdash

JULY 10, 2018

These days, winning in business means offering a stellar customer experience — one that encourages your customers to shop again and tell their friends to shop with you, too. After all, prospective customers are unable to see, touch and/or try your products in person. Engage Customers & Solicit Feedback.

Customer Experience 88

Customer Experience Improvements Payment Services Customer 88

MagentoBrain

FEBRUARY 21, 2023

2023 Digital Marketing Trends and Changes Trend 1: Pay more attention to "customer experience" The discussion of customer experience has greatly increased in recent years. From the rise of UI/UX, we can see that many trends have emerged with only one purpose: to improve customer experience.

Customer Experience 52

Customer Experience Customer Marketing Payment Services 52