Steven Van Belleghem

JUNE 27, 2022

So it is crucial that you think hard today about how you will be able to earn and re-earn the right to customer data in the coming years. And that’s why I wanted to write about the athletic apparel retailer Lululemon. That they’re evolving from a fashion retailer to a technology company. Realizing the full potential.

Customer Loyalty 113

Customer Loyalty Retail CX Technology 113

Customer Think

JULY 21, 2021

Photo credit: [link] If you’re a retailer, the past 18 months have been challenging. Customers have evolved. I’m sure you’re well sick of the word ‘pivot’ and have chopped and changed your strategy more times than you can count. They’ve been forced to change the way they shop and how they interact with brands. With […].

Customer Loyalty 132

Customer Loyalty Retail Technology Technology 132

Beyond Philosophy

FEBRUARY 8, 2019

Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. –more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience. Baker Retailing Center.

Retail 116

Retail Customer Loyalty CX Customer Experience 116

Fonolo

OCTOBER 22, 2020

With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. . Following suit, Salesforce predicts that “up to 30% of global retail sales will be made through digital channels this upcoming holiday season.” But it’s not over yet. Morning Consult.

Retail 133

Retail E-commerce Social Media Finance 133

Zendesk

MARCH 20, 2023

The retail industry is under enormous pressure to change. What does this mean for retailers? Brands are now competing on the quality of customer experiences. Retailers that rise to the challenge reap the rewards–higher CSAT, deeper customer loyalty, and solid ROI.

Retail 98

Retail CX Customer Loyalty Customer Experience 98

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? Retently as a Top QA Tool for Ecommerce and Retail 2. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Abercrombie & Fitch isn’t the only major retailer redesigning its sales strategy around a direct-to-consumer model. Appealing to Online Shoppers.

Retail 110

Retail E-commerce Sales Customer Loyalty 110

Customer Think

JULY 15, 2021

Retailers thought digital shopping would forever alter consumer behavior, but actually, it’s the implicit capabilities behind e-commerce that are […]. The wheel may be one of humankind’s greatest innovations, but keep in mind that it’s what the tool can do – not the tool itself – that guides history.

Retail 132

Retail E-commerce Innovation Customer Loyalty 132

Customer Think

DECEMBER 8, 2021

If the past two years have taught the retail industry anything, it’s to meet the unexpected, eye-to-eye, with more of the unexpected. Unexpected as in surprising channels, unpredictable brand partnerships and even a dose of the expected.

Retail 126

Retail Customer Loyalty Customer Experience 126

ECXO

OCTOBER 23, 2024

By analyzing customer data, AI can anticipate their needs and provide proactive recommendations or reminders. For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Customer Think

JUNE 3, 2023

Eight in 10 retailers have said they plan to sell their goods through additional digital channels in 2023. Leave it to Amazon to level it up to a channel few likely considered: Anywhere. Amazon Anywhere is the online giant’s latest endeavor to further integrate its various sales streams: this time by selling goods on the […]

Retail 117

Retail CX Sales Customer Loyalty 117

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Customer Think

APRIL 2, 2024

In the rapidly evolving retail landscape, customer loyalty has emerged as a crucial factor determining the success and sustainability of businesses. For years, retailers have relied on traditional loyalty systems, offering points or discounts based on purchases to incentivize repeat buying behavior.

Customer Loyalty 58

Customer Loyalty Retail Technology Technology 58

Zendesk

APRIL 3, 2023

The world of retail is in a time of change. It’s no longer enough to simply offer a great product—your customers demand much more. In the flooded market with almost endless options, many retailers are competing on the quality of their service. This is where retail customer engagement plays a vital role.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. billion in 2022 and is projected to grow from $6.47

Customer Loyalty 52

Customer Loyalty Retail Customer Feedback Text Analytics 52

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. But how do you measure that happiness? So, what is NPS ?

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. This guide will dig into everything you need to know about customer experience. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. And this is where gathering customer feedback becomes a crucial aspect of the journey.

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

Fonolo

OCTOBER 29, 2020

To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. A Complete Guide to Customer Perception. Revisit your digital marketing strategy.

Retail 96

Retail E-commerce Contact Center Gaming 96

Steven Van Belleghem

NOVEMBER 16, 2021

Not surprising perhaps is that the top favorites here are neobanks like Starling and Monzo and (internet) retailers like Amazon andTesco. US customers demonstrate a higher commitment to a brand’s purpose, as well as a belief in the social impact of brands. So, thanks a lot to SRM for the crystal-clear insights.

Customer Loyalty 104

Customer Loyalty NPS Retail 104

Customer Think

DECEMBER 14, 2022

Three of the leading stories are; the Tesco CEO calling for more targeted support, consumers cutting back on spending and retail footfall on […]. The Guardian’s business tracker following the recent Black Friday paint’s a telling picture.

Customer Loyalty 80

Customer Loyalty Retail 80

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded. That’s where your retail contact center needs to shine.

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Taking the importance of collecting customer feedback out of the way, where do we start? How satisfied are you with the product quality/performance?

Retail 109

Retail CX NPS Touchpoint 109

Beyond Philosophy

DECEMBER 19, 2016

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. And Patagonia’s annual growth is in the double digits , at a time when many retailers are struggling. Sales soared in 2012.

Sales 141

Sales Retail Customer Loyalty Education 141

Beyond Philosophy

NOVEMBER 29, 2018

We discussed the digital transformation and its effect on Customer Experience in our recent podcast. The retail landscape is changing and with it comes new challenges for the emotional experience. Sharma says at this moment, the gap, is when retailers need to continue to work on that trust and credibility across the internet.

Customer Experience 167

Customer Experience Retail Start-ups Customer Loyalty 167

Customer Think

APRIL 12, 2024

Can a retailer’s loyalty program drive customer loyalty and become a source of revenue? Some retailers and grocers are already leveraging the idea of augmenting a loyalty program with a paid membership, and, by the numbers, they have very good reason for doing so.

Retail 72

Retail Omnichannel Customer Loyalty 72

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. The art of influencing customers’ buying behavior is a fascinating field that combines marketing, psychology, and human behavior.

E-commerce 345

E-commerce Social Media Sales CX 345

Customer Think

NOVEMBER 23, 2021

Retailers are finally sharing their customer data with other companies in ways that should deliver higher return on investment with each insight. But when opening their doors to buyers, are retailers creating the right experiences by inviting their customers in, as well?

Retail 83

Retail Customer Loyalty 83

Shep Hyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

C3Centricity

NOVEMBER 12, 2024

This strategy has fueled member growth and solidified customer loyalty. Leaders looking to build personalised experiences should aim to integrate insights across all customer touchpoints, not just in marketing. Source: Retail Dive.

Touchpoint 62

Touchpoint Retail Customer Loyalty Customer Relationship 62

Customer Think

DECEMBER 21, 2022

Shoppers are turning to loyalty points to bridge their budgets. Retailers, don’t burn your bridges. But now some of the most popular loyalty program operators, […]. It’s hard enough on shoppers that the cost of goods is up 8.2%

Retail 86

Retail Customer Loyalty 86

Bill Quiseng

OCTOBER 9, 2024

So, when it comes to your customers and you and your business, think RELATIONSHIPS or Go Broke. QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. For retailers, start opening 10 minutes earlier and closing 10 minutes later.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Beyond Philosophy

NOVEMBER 24, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature (..)

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Customer Think

JANUARY 3, 2023

There may be as many as a million retail reward programs in the United States. Without stepping through every one of these programs, it’s clear year in and year out that some loyalty initiatives do […]. Is it possible that just one can edge out all the others as the most likely to succeed in 2023?

Retail 80

Retail Customer Loyalty 80