Retail TouchPoints

APRIL 27, 2023

Customer experience (CX) strategies often focus on using technology to improve steps in the customer journey, but CX can also be about the bigger picture: how their purchases impact our environment. Ecommerce retailers can use this information, plus sustainable practices and smart messaging, to build loyalty and attract new customers.

Shipping Costs 289

Shipping Costs eCommerce Customer Shipping 289

Retail TouchPoints

JULY 27, 2023

Not only are we feeling, but Damasio’s study also revealed that every decision we make is grounded in emotion. We rely on logic or rationality to appeal to customers without once tapping into the emotions at play in their purchase decisions. To fully understand our customers’ emotions, we need to understand their values.

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Customer Marketing Consumer Toys 237

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. A recent ecommerce search report by a leading customer experience platform provider tested sites and surveyed both customers and ecommerce professionals.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Retail TouchPoints

FEBRUARY 6, 2024

Which is to say that while the AI boosters have done excellent work persuading the marketers, they have their work cut out for them with the people who actually matter, i.e. customers. It would seem that AI currently has little value in helping a brand land new customers or upsell existing customers higher-value items.

Recommendation 298

Recommendation Customer Hobbies Technology 298

Forrester eCommerce

MARCH 20, 2023

Fully 69% of global voice-of-the-customer (VoC) and CX measurement leaders use a customer feedback management (CFM) tool, according Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success.

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Management Technology Customer Customer Experience 195

Forrester eCommerce

JANUARY 21, 2022

Since the TEI study reflects the real, measurable impact of a technology investment, we do not quantify (for the ROI calculation) any benefits that the customers themselves have not measured. Nevertheless, it’s important to consider the abstract, and that’s why we have the Unquantified Benefits section.

Technology 195

Technology Customer 195

Retail TouchPoints

OCTOBER 25, 2021

Customer communication is undoubtedly important. But the difference between a message that’s welcome and one that’s an intrusive annoyance differs between both generations and platforms, according to a study by Data Axle. They rely a lot on information from their peers, and often reviews from other customers or consumers.

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Social Media Channel Marketing Consumer 317

Retail TouchPoints

MARCH 25, 2022

To deal with these changes, retailers must examine both the types of customers who are visiting their stores as well as when these shopping trips are taking place. The study discovered that work-based shoppers are more likely to be economically optimistic than home-based consumers. miles , compared to 10.5 miles from an office.

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Travel Consumer Retail Recommendation 297

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 278

Customer Multi-channel Channel Customer Experience 278

Forrester eCommerce

DECEMBER 1, 2022

Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […].

Customer 150

Customer Blog Operations Customer Experience 150

Groove

MAY 6, 2020

Case Study: Exceeding A Client's Goals. After partnering with ModelTrainStuff in October 2019, we were challenged to reach a goal of $16M annual revenue by generating new customers and increasing the average order value. ModelTrainStuff , formerly known as M.B. In the 90s, they created a website to sell their products worldwide.

Accessories 259

Accessories eCommerce Blog Customer 259

SheerID

SEPTEMBER 20, 2023

New Total Economic Impact Study Finds SheerID Customers Gained a Net Present Value of $15.15 Million and a 337% Return on Investment

Presentation 88

Presentation Customer 88

Retail TouchPoints

OCTOBER 12, 2022

Inflation, the war in Ukraine and other global concerns have put a damper on many shoppers’ sustainability demands —leaving just 18% of the population identifying as Eco Actives, consumers for whom reducing their waste remains a firm habit, according to Kantar’s Who Cares, Who Does 2022 study.

Shipping Costs 263

Shipping Costs Supplies Article Consumer 263

Forrester eCommerce

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 439

Banking Customer Experience Customer Financial Services 439

Forrester eCommerce

JUNE 1, 2021

Forrester’s Canada Customer Experience Index (CX Index™), 2021, reveals the scores of 97 brands across nine industries. In brief, when we compare only brands that we studied both at the start of the pandemic in 2020 and in 2021, the quality […]. Our full report has a wealth of data at the brand and industry levels.

Customer Experience 284

Customer Experience Customer 284

Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

Customer Experience 360

Customer Experience Management Customer Retail 360

Omniconvert

OCTOBER 30, 2018

In the sense that we actually go outside and talk to our customers. While at Magento Live Europe 2018, Valentin realized it’s a good opportunity to validate his customer retention hypothesis with the eCommerce professionals onsite. Key findings. appeared first on eCommerce Growth Blog.

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Customer Retention eCommerce Customer Magento 94

Retail TouchPoints

MARCH 28, 2023

The Meta partnership will enable DGMN’s brand partners to reach Dollar General’s more than 90 million unique customer profiles across the Meta ecosystem. LiveRamp helped run a campaign aimed at giving brands the insight needed to better collaborate with DGMN to reach rural customers.

Customer 298

Customer Customer Data Improvements Marketing 298

My Wife Quit Her Job

MARCH 30, 2020

But how do you reach customers who aren’t shopping on Amazon? How can you advertise to customers who aren’t necessarily searching for your products? Prior to Amazon DSP, if your customer was not shopping on the Amazon website and not using the Amazon app, your ads would not be displayed. I will also show you some.

PPC 195

PPC Article Customer 195

Forrester eCommerce

JUNE 16, 2021

Since most TEIs involve multiple anonymous interviews, access to a TEI case study presents a rare chance for your customers: They can read about how other organizations — possibly even their competitors — dealt with the same problems they have and how they made use of your solution.

Customer 292

Customer Presentation Other Customer Loyalty 292

Retail TouchPoints

MARCH 15, 2023

Primark hosted 43 sessions in 2022 covering core basic repair skills — from sewing buttons, zips and mending tears to customization tips. This has never been more important for our customers. The retailer also has created an online hub with easy-to-follow repair videos that it will share across its social channels. “We

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Workshop Clothing Fashion Channel 261

Forrester eCommerce

SEPTEMBER 26, 2023

How customers perceive a brand influences how much they are willing to spend with the brand; whether they will recommend it to others, and; how likely they are to forgive the brand’s missteps.

Banking 387

Banking Improvements Recommendation Customer 387

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

Smile.io

APRIL 15, 2024

Whenever a brand reconfigures its loyalty program, there’s cause for worry amongst its most loyal customers.   That’s because rewards program changes devalue the points currency more often than not, making them less enticing to loyal customers. Will my points be worth the same value? Are you changing your rewards?

Social Media 70

Social Media Gifts POS Events 70

UpSellIt

JULY 24, 2020

To highlight the success of our partnership and demonstrate the efficacy of UpSellit’s solutions, our agencies came together to create a new case study. . This new case study examines the effectiveness of targeted incentives vs. reiteration in the context of an affiliate program. To read the full case study, click here.

Shipping Costs 144

Shipping Costs Shipping Conversion Optimization Presentation 144

Forrester eCommerce

SEPTEMBER 11, 2023

Technology Alignment: The Key To Powering Customer-Obsessed Growth You’ve likely suspected it and maybe have even said it out loud: Aligning technology with customer objectives can ignite significant growth. The data backs this up decisively.

Technology 417

Technology Events Customer Information 417

Groove

NOVEMBER 12, 2020

A customer's first impression — better yet, first experience — with a brand often makes or breaks their purchasing decision. Make a great first impression and create a positive experience for your customers by catering to their unique needs. How To Improve Customer Experience: 5 Tips. Understand who your customers are.

Customer Experience 356

Customer Experience Improvements Customer Social Media 356

Forrester eCommerce

OCTOBER 24, 2018

We recently published a case study about Carbon, a 3D printing company known for its innovative technology and, now, its proactive customer service model.

Customer 326

Customer Technology Customer Experience 326

Retail TouchPoints

FEBRUARY 18, 2022

There’s a lot happening at the back end of these operations that introduces a higher cost per customer, [and] per transaction than what you would expect in a brick-and-mortar store. Then, Customer Lifetime Value (CLV), conversion rate optimization, Customer Acquisition Cost (CAC) and new traffic acquisition all ranked higher.

eCommerce 299

eCommerce Shipping Costs Channel Operations 299

Retail TouchPoints

FEBRUARY 26, 2024

A Pew Research study reveals a concerning trend: 67% of consumers have little understanding of what companies do with their data, a sentiment echoed by an IAPP study which found that only 29% feel informed about how their data is protected. This happens in an environment where consumer trust is already fragile. The tide is turning.

Improvements 317

Improvements Payment Services Consumer Banking 317

Retail TouchPoints

APRIL 22, 2021

If you work in online retail, you’re likely aware of an inconvenient paradox: App users are more valuable than non-app customers. So we ran our own study. I’ll share some key findings from that study and explain how App Clips might help solve the paradox of app downloads for your brand. Key Findings. Nearly half (!)

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Download Customer Mobile Presentation 262

Retail TouchPoints

MARCH 8, 2021

Using the data at their fingertips, retailers can capture a more in-depth view of customers’ lives, allowing them to better understand their wants and needs — and ultimately use that picture to create a service experience that incorporates both technology and humans. We really believe that technology should help, not replace.

Customer Data 264

Customer Data Customer White Paper Technology 264

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

Forrester eCommerce

DECEMBER 8, 2020

On December 2, we published The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020, which is a continuation of the Forrester Customer Experience (CX) team’s study of the consulting market that supports CX professionals.

Customer Experience 228

Customer Experience Customer Marketing 228

Retail TouchPoints

AUGUST 4, 2021

A common theme being emphasized in the business world now more than ever is that what happens on the inside of an organization and amongst employees is often felt on the outside by its customers. Here are five workplace management strategies you can integrate into your operations to boost employee retention and increase customer loyalty.

Customer Retention 264

Customer Retention Customer Customer Loyalty Operations 264

Retail TouchPoints

MARCH 31, 2021

This article examines how application programming interfaces (APIs) and customer identity and access management (CIAM) technologies are assisting retailers in building a more engaging, efficient and profitable future with their online presence. Securing Customer Identities for Positive Experiences. A recent survey by McKinsey & Co.

Customer 317

Customer Reference Fashion Article 317

Omnisend

AUGUST 25, 2023

It enhances customer engagement and contributes to boosting conversion rates. Also, it expresses gratitude to recipients for connecting In addition, it offers a glimpse of the value your potential customers can expect. Source Free shipping promo SMS is a powerful incentive that resonates with customers’ desire for added value.

Shipping Costs 78

Shipping Costs Shipping Marketing Information 78