Retail TouchPoints

JULY 6, 2023

Slowly, retailers are beginning to incorporate environmentally friendly initiatives into their strategies and operational practices, and most importantly their loyalty programs, to ensure they are promoting sustainability across the board. Do we have the right user experience? Do we have the right customer experience?

Customer Loyalty 231

Customer Loyalty Customer Retail Financial Services 231

Retail TouchPoints

JUNE 21, 2023

Parents and caregivers are always on the lookout for activities to keep their kids engaged during the summer months, and Michaels has tapped into this need — and not coincidentally, creating new opportunities to build customer loyalty — through Camp Creatology.

Customer Loyalty 229

Customer Loyalty Customer Arts Omnichannel 229

Retail TouchPoints

NOVEMBER 17, 2023

When customers place ecommerce orders, the last thing they want is an unhappy surprise. The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. In other instances, customers might expect an upgrade for their trouble.

Shipping Costs 250

Shipping Costs Customer Experience Supplies Improvements 250

Retail TouchPoints

DECEMBER 1, 2022

SaaS platform CSG has launched CSG Xponent Ignite, a customer engagement solution designed to enable businesses to quickly deploy, engage and deliver quantifiable experiences aligned with their goals. Additionally, its more than 80 pre-built journeys aim to drive customer loyalty, spark upsells and lead to faster ROI.

Customer Experience 254

Customer Experience Customer Retail Customer Loyalty 254

Optimizely

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. While many industry experts are quick to declare the death of brand loyalty , we aren’t giving up so easily. Understanding customer psychology.

Customer Loyalty 268

Customer Loyalty Customer Social Media Events 268

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. Until only a few years ago, most CX pros would have scoffed at talks of China as an innovator. But this has changed at breathtaking speed.

Customer Experience 284

Customer Experience Customer Customer Loyalty 284

Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. So what are the customer experience and commerce trends that will continue, or become more fully realized, in 2021?

Customer Experience 296

Customer Experience Customer Omnichannel Social Media 296

Groove

FEBRUARY 21, 2019

Loyalty programs are an effective way to differentiate from competitors and engage your customers. When implemented correctly, these initiatives can increase lifetime customer value and drive more conversions. The technology behind customer loyalty programs is really where the magic happens. Customization.

Customer Loyalty 264

Customer Loyalty Customer Shipping Costs Reference 264

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions.

Customer 263

Customer Customer Loyalty Customer Experience Marketing 263

Optimizely

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. At worst, they’ll wonder what’s so wrong with your brand that you have to resort to these measures to win customers.

Customer Loyalty 246

Customer Loyalty Customer Shipping Costs eCommerce 246

lateshipment

AUGUST 1, 2022

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research , over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. Of course, customers can’t place orders if there’s no product to sell.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

Groove

JANUARY 23, 2019

Personal connections are at the core of every positive customer experience. Here at Groove Commerce, we think of customer experience like an umbrella covers the entire purchase cycle. Underneath it, your website, marketing, shipping and customer service create micro-moments that influence customer sentiment.

Customer Experience 250

Customer Experience Improvements Customer Live Chat 250

Smile.io

NOVEMBER 15, 2023

Every brand aims for a loyal customer base that will support them no matter what. Loyal customers are the ones who eagerly await every product release you announce and shout your brand from the rooftops. But what exactly is customer loyalty? We’re going back to basics in this post to learn what customer loyalty is.

Customer Loyalty 58

Customer Loyalty Customer Beauty and Health Food and Beverages 58

Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

FEBRUARY 6, 2023

Successful retailers have put a lot of effort over the years into understanding their customers’ buying personas. They know that their customers are not monolithic. By catering to their unique characteristics during the buying process, retailers maximize revenue and customer loyalty. What are delivery personas?

Customer Loyalty 147

Customer Loyalty Improvements Customer Retail 147

Retail TouchPoints

APRIL 7, 2022

Many factors go into customer loyalty, from the most basic (offering quality products that shoppers want) to more emotionally driven considerations. Customers that participated in the campaign both contributed to the cause but also increased their loyalty to Kroger. Barbara Connors. “We

Customer Loyalty 258

Customer Loyalty Customer Beauty and Health eCommerce 258

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

JUNE 16, 2023

The Canada CX Index 2023 shows brands backsliding on performance. Read about the results and meet two brands that beat the odds and improved their CX Index scores in a tough year.

Customer Experience 195

Customer Experience Customer Improvements Customer Loyalty 195

Retail TouchPoints

AUGUST 17, 2020

As experts continue to assess COVID-19’s impact on the retail industry, some consider the loyalty shakeout to be the most significant. Winning and keeping customer loyalty has been a long-standing challenge in the industry, but the pandemic has forced consumers to switch brands for new reasons: price, scarcity and availability.

Customer Loyalty 250

Customer Loyalty Customer Apparel Consumer 250

Forrester eCommerce

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

Customer 235

Customer Customer Loyalty Customer Experience B2C 235

lateshipment

MARCH 13, 2020

Be it their journey to the checkout phase or their post-purchase, last-mile delivery phase, it is imperative that you provide customers with an experience that builds trust, is delightful, and creates a positive brand perception. . The Post-Purchase Experience Gap. What is On-Brand Post-Purchase Customer Experience?

Customer Loyalty 242

Customer Loyalty Customer Shipping Costs Shipping 242

lateshipment

FEBRUARY 14, 2020

Because it realizes that a poor delivery experience means a dissatisfied customer less inclined to purchase in the future. The Post-Purchase Experience Gap. The time starting from when the retailer ships a package to when it is in the hands of the customer defines the customer’s post-purchase experience.

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260

lateshipment

MAY 6, 2023

Before we get to the context of things, remember that the post-purchase phase takes up 50% of the overall customer experience. But most eCommerce brands, who take a top effort to convert prospects into customers, unwillingly neglect to do the same for what comes after.

Customer Experience 130

Customer Experience Shipping Costs Customer eCommerce 130

RETAIL MANAGEMENT SOFTWARE

APRIL 24, 2023

In today’s fast-paced retail landscape, customer loyalty has become a critical factor in business success. With increased competition and changing consumer behaviors, retailers must stay ahead of the curve by implementing effective customer loyalty programs.

Customer Loyalty 84

Customer Loyalty Customer Retail Customer Retention 84

RTP blog

SEPTEMBER 10, 2018

By Aaron Roy, Bond Any retailer knows the importance of customer loyalty. According to recent research from EY , almost nine out of 10 retailers believe a loyalty strategy is key to their business success. So, how can retailers tap into their customers’ emotion? The result? It makes sense, too.

Customer Loyalty 150

Customer Loyalty Customer Retail Shipping Costs 150

365 Retail

AUGUST 5, 2022

However, customers investing in a company’s services and products help keep it in operation. Building customer loyalty and improving retention rates are targets many companies strive to achieve. Changing the customer service process can help businesses get one step closer to accomplishing these targets.

Customer Loyalty 110

Customer Loyalty Improvements Customer Social Media 110

lateshipment

APRIL 2, 2021

Let’s not waste any more time and dive right into the eCommerce trends for 2021 and how they can help you improve your online business in terms of sales, CX, and customer loyalty – to thrive in 2021! . You can also focus on the channels where your customers go the most and sell to them there. The battle for speed (?)

Customer Loyalty 130

Customer Loyalty eCommerce Customer Shipping Costs 130

RetailMinded

NOVEMBER 9, 2023

The unboxing experience is the moment a customer opens their package and sees their purchase for the first time. It’s very important because it can have a significant impact on customer satisfaction and loyalty. This can lead to an overall more positive customer experience. Keep on reading to learn more.

Customer Loyalty 52

Customer Loyalty Customer Recommendation Social Media 52

RTP blog

SEPTEMBER 17, 2018

By Brian Cleary, RedPoint Global The number of customers that actively use their loyalty program memberships has decreased dramatically. According to a study by Bond Brand Loyalty, the average customer belongs to more than 14 loyalty programs; however, they are only active in about half of them.

Customer Loyalty 150

Customer Loyalty Customer Customer Data Marketing 150

lateshipment

FEBRUARY 26, 2020

Picture this : You’re a retailer based in Chicago, dealing in apparel and your loyal customer John has ordered a tux for his high-school reunion from your store. And a bad experience is nothing but a chance for your customer to put a full-stop to you and start shopping with your competitor. What is Proactive Issue Resolution?

Customer Experience 233

Customer Experience Shipping Costs Customer Shipping 233

Inflow Insights

JANUARY 24, 2022

With Americans spending an average of four hours a day on social media, it’s increasingly becoming the place customers go to learn about new products and make decisions about what (and whether) to buy. It also focuses on building customer loyalty. How Do Social Media & Customer Loyalty Work?

Social Media 119

Social Media Customer Loyalty Customer Customer Retention 119

Kissmetrics

MARCH 22, 2018

Stitch Labs is a purpose-built inventory management software to help brands improve customer experience and scale efficiency. When we talk about the future of retail, industry news is abuzz with the idea of brands creating experiences for their customers. Download the original guide here.

Customer Experience 279

Customer Experience Customer Shipping Costs Gifts 279

365 Retail

JUNE 19, 2023

Customer loyalty programmes are ‘vital’ for retailers to retain customers, with over half of the UK consciously buying less due to the cost-of-living crisis, according to a new report by Deployteq and the Data & Marketing Association (DMA).

Customer Loyalty 52

Customer Loyalty Customer Retail Recommendation 52

365 Retail

OCTOBER 30, 2023

A striking 68% of respondents admit to facing challenges when seeking assistance in larger stores, highlighting a customer service gap. Personal touches like warm welcomes, complimentary samples, and exclusive birthday discounts contribute to a shopping experience that goes ‘above and beyond.’

Small Business Retail 111

Small Business Retail Shipping Costs Customer Experience Customer 111

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 259

Customer Multi-channel Channel Customer Experience 259

Forrester eCommerce

NOVEMBER 12, 2020

This holiday season, maintaining (and tapping into) your customers’ loyalty has never been more critical. As you plan for holiday shopping – and the inevitable returns that will follow in January – loyalty marketers must: Show, not tell.

Gifts 481

Gifts Customer Loyalty Customer Marketing 481

Omnisend

APRIL 5, 2023

This is the time to show your human side: quickly acknowledge the mistake and reassure customers that you’ve got it under control. Handled correctly, a mistake can help to increase customer loyalty. We say this from experience, because we recently made a mistake ourselves. Is this going to cost me in lost revenue?

Customer Loyalty 78

Customer Loyalty Customer Social Media Document 78