Forrester eCommerce

MARCH 1, 2021

If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI). How can we improve the quality […].

Customer Experience 369

Customer Experience Customer Improvements 369

Forrester eCommerce

SEPTEMBER 21, 2021

European organisations are under-investing in customer experience as they see CX improvement as a lower priority than their global peers. This is a mistake.

Customer Experience 362

Customer Experience Customer Improvements 362

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. For example, many websites could quickly improve their CX by adjusting their site search functionality.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Forrester eCommerce

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Customer Experience 390

Customer Experience Improvements Customer Management 390

Forrester eCommerce

MARCH 16, 2020

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.

Customer Experience 545

Customer Experience Customer Improvements Management 545

Forrester eCommerce

DECEMBER 7, 2022

I’m pleased to share that on November 1, 2022, I joined Forrester’s Customer Experience (CX) team reporting to Rick Parrish. Now, this doesn’t mean that […].

Customer Experience 195

Customer Experience Customer Improvements 195

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

Forrester eCommerce

JANUARY 29, 2019

CX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success.

Customer Experience 326

Customer Experience Improvements Customer 326

Groove

AUGUST 13, 2020

In this blog, we're exploring 5 strategies to help you create a positive eCommerce customer experience. eCommerce Customer Experience: Tips & Strategies. Establish and build relationships with your customers and increase customer satisfaction by implementing these 5 tips: Display a unique value proposition.

Customer Experience 326

Customer Experience Customer eCommerce Social Media 326

Forrester eCommerce

AUGUST 3, 2023

Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.

Customer Experience 195

Customer Experience Customer Events Improvements 195

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 298

Customer Experience Customer Channel Omnichannel 298

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. There’s More to Experience Than Measurement. Identifying Your Trust Drivers.

Customer Experience 306

Customer Experience Customer Social Media Presentation 306

Forrester eCommerce

JULY 18, 2019

Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems (..)

Customer Experience 349

Customer Experience Customer Improvements Marketing 349

Groove

APRIL 4, 2022

What Does Customer Experience Mapping Mean? Mapping the customer experience is the process of merchants outlining how prospects and customers interact and feel when engaging with their brand. 6 Steps For Mapping The Customer Experience. 6 Steps For Mapping The Customer Experience.

Customer Experience 195

Customer Experience Merchant Services Customer Social Media 195

Omniconvert

MAY 19, 2022

Discover the real impact Customer Experience has on your business and discover how to improve your customer relationships. The post How to improve customer experience and build profitable relationships with your customers. appeared first on Omniconvert Ecommerce Growth Blog.

Customer Experience 147

Customer Experience Improvements Customer Blog 147

SheerID

OCTOBER 10, 2023

As consumers increasingly value data privacy, brands need to find new ways of collecting and using data to improve the customer experience.

Customer Experience 88

Customer Experience Improvements Customer Consumer 88

Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 312

Customer Experience Technology Customer Fulfillment 312

Forrester eCommerce

JULY 21, 2021

Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.

Customer Experience 292

Customer Experience Improvements Customer Management 292

Retail TouchPoints

MAY 12, 2023

Instant access to highly-skilled personnel with niche experience. Flexibility in your company’s response to market trends and customer demands. Access to real-time traffic and weather data generates more accurate travel estimates, so technicians know how long their travel will take — and customers will know when to expect help.

Customer Experience 344

Customer Experience Customer Travel Technology 344

Forrester eCommerce

DECEMBER 16, 2019

“Which CX improvement project should we do first?” The good news is that picking the right projects and doing them in the right order can be relatively easy – provided the customer experience team sets up their measurement program to populate a simple but effective prioritization […].

Customer Experience 347

Customer Experience Customer Improvements 347

Forrester eCommerce

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Improvements 242

Improvements Customer Experience Customer Customer Loyalty 242

lateshipment

SEPTEMBER 4, 2020

While your company’s products and sales efforts will ultimately be most directly responsible for generating and maintaining business, the on-site experience you provide also plays a key role in attracting and intriguing customers. Here's What You Need to Do to Piece Together a Better On-Site eCommerce Customer Experience.

Customer Experience 219

Customer Experience Improvements eCommerce Customer 219

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 323

Customer Experience Customer Omnichannel Social Media 323

Forrester eCommerce

JANUARY 13, 2020

Want To Know The $ Value Of Improving CX By One Point? We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features. And if you aren’t, check out how we calculated the upside of CX (see […].

Customer Experience 293

Customer Experience Improvements Customer 293

Forrester eCommerce

OCTOBER 5, 2020

Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance.

Customer Experience 265

Customer Experience Financial Services Customer Banking 265

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit.

Customer Experience 96

Customer Experience Improvements Customer Retail 96

Retail TouchPoints

OCTOBER 18, 2022

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, comfortable and are offered privacy as they move about. Shoppers of the experience were 1.5X Shoppers of the experience were 1.5X

Customer Experience 311

Customer Experience Customer Apparel Technology 311

Groove

FEBRUARY 3, 2020

The topic of these articles varied: from the things wrong with eCommerce shopping; to information gathering through online coupons; to marketers gathering information about eCommerce customer experience. Customer service inconsistency (seeing a pattern yet?). Price, Signage, Inventory and Customer Service Inconsistency.

Customer Experience 284

Customer Experience Shipping Costs eCommerce Customer 284

Forrester eCommerce

JUNE 16, 2023

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

Customer Experience 195

Customer Experience Customer Improvements Customer Loyalty 195

Digital Doughnut

MARCH 16, 2022

If you want to build a robust digital brand in 2022, you should focus on improving customer experience. Good CX will improve revenue and sales for you.

Customer Experience 119

Customer Experience Improvements Customer Operations 119

Retail TouchPoints

MARCH 17, 2022

These homebound tendencies ignited a fervor for redecorating and DIY home improvement that, by all accounts, is continuing strong into 2022. Using the Resonate Ignite consumer intelligence platform, we recently examined home improvement trends through the lens of three key generational segments. Gen X Homeowners Making Improvements.

Improvements 306

Improvements Home Furnishings Shipping Costs Customer 306

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

Retail TouchPoints

MAY 3, 2023

How can companies deliver personalized ads at scale, search for new customers and conquer new markets, launch effective marketing campaigns and optimize products and brand experience? In short, how can businesses connect with their customers? I will share a customer case example that answers these questions.

POS 276

POS Customer Experience Customer Technology 276

Retail TouchPoints

MARCH 24, 2023

As a result, customer flow management is more important than ever as leaders seek to empower the customer, improve the employee experience and collect actionable data to potentially scale their business. Here are just a few ways a good system can improve your business operations. Improve customer service.

Improvements 290

Improvements Management Customer Banking 290

Retail TouchPoints

JANUARY 2, 2024

The real opportunity lies in using your digital product strategy as a way of improving the customer experience (CX) and finding new growth opportunities. But if you already have a digital product in market, you’re already collecting the first-party data that will tell you what your customers are searching for.

Improvements 282

Improvements Retail Mobile Customer Experience 282

Omniconvert

AUGUST 10, 2020

The post 5 Ways Voice Technology Can Improve The Customer Experience appeared first on ECOMMERCE GROWTH Blog. It’s no secret that if you want to stand out in today’s increasingly saturated and competitive digital world, you need.

Customer Experience 136

Customer Experience Technology Improvements Customer 136