Most people can name a negative experience they've had with a brand, and along with it usually comes a declaration of why they will never return to that company. According to the ACSI's latest Retail Report, shoppers are often unhappy with the customer service they receive, referring to it as "lackluster" and "underwhelming."
http://retailcustomerexperience.com/blogs/how-retailers-can-give-consumers-the-personal-care-they-expect/
For every retailer, creating loyal customers must be a main focus, resulting in improved brand awareness and ultimately, a better bottom line. Marketing automation makes creating lasting customer loyalty much easier. Customers now expect relevant and personalized brand interactions every single time, and marketing automation makes this much easier. This article will show you how.
http://retailcustomerexperience.com/blogs/how-retailers-can-use-marketing-automation-to-create-lasting-customer-loyalty/
There's a great deal of talk about what retail consumers want and expect and how those expectations are growing every day. Research from Elastic Path reveals that meeting those demands, and delivering a rewarding customer experience, requires flexible e-commerce.
It's a critical strategy, according to the research, for all brands that want to meet ballooning consumer demands during the holiday season and other busy sales seasons such as back-to-school.
http://retailcustomerexperience.com/articles/why-retailers-need-to-adopt-a-flexible-e-commerce-strategy/
The Retail Employees Superannuation Trust’s recent shift to a new platform is proving significant returns on customer insights and engagement
https://www.cmo.com.au/article/628131/how-rest-revitalised-its-voice-customer-program/
Are millennial preferences really killing dozens of industries? Not necessarily, according to Brennan Wilkie, SVP of CX Strategy at InMoment. Instead millennials are misunderstood when it comes to the retail customer experience.
http://www.digitaljournal.com/business/interview-how-millennials-are-changing-businesses/article/521084/
When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.
It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
http://customerthink.com/why-customer-experience-measurement-is-biased-and-how-to-fix-it/
Customer centricity is misunderstood. A change in retail has already occurred: technology users and their need for immediacy have severed the middle ground. Retail in the middle, grounded in mediocrity is doomed. The unifying force, no matter what way you shop, demands a customer-focused experience.
https://www.retaildive.com/news/customer-centricity-is-misunderstood/524103/
The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same ecommerce companies (and therefore, ecommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience. And the best way to do this is to start listening to the voice of the customer. After all, your customers can be your best resource in terms of understanding what you’re doing wrong (or right!) on your website or mobile app. So allow me to introduce you to online feedback…
https://mopinion.com/online-feedback-ecommerce-managers/
With so many consumers to talk to, retailers need to ensure that they personalise their messaging to each every shopper. In this piece, Aaron Masih (pictured below), COO, Persado, tells RetailTechNews how Persado can help retailers achieve this goal.
https://www.retailtechnews.com/2018/05/29/personalising-your-consumer-voice-qa-with-persado/
Serving over six million visitors each week, Dutch retail chain, HEMA is expanding rapidly. HEMA now has stores in nine different countries including the Netherlands, Belgium, Luxembourg, Germany, France, the United Kingdom, Spain, Austria and soon in the United Arab Emirates. This tremendous growth certainly presents its challenges when it comes maintaining a smooth online customer experience – but it also represents an exciting digital undertaking for the Dutch company.
https://mopinion.com/customer-success-story-hema/
