Tags: retail*

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  1. Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s very difficult to gauge how much CX is worth and show where it generates value – both for customers and for the business. Delighting customers comes with a cost. Delivering a superior customer experience should meet; even excel customer expectations. But, not at any cost.
    http://customerthink.com/how-to-measure-retail-customer-experience/
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  2. Today’s customer is overloaded with choice, constantly interrupted, switching between multiple channels, and it can be tricky to grab their attention and keep them coming back.

    With loyalty schemes, retailers need to offer real, instant and obvious value to customers. Retailers must simplify their schemes to get results.
    https://www.retail-week.com/retail-voice/how-to-win-with-loyalty-four-retailers-leading-the-way/7030862.article?authent=1/
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  3. 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/
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  4. With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
    https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
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  5. In this webinar, Mopinion is joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two share some interesting details on how they gather and get the most out of their online customer feedback data, from collection and the application of triggering techniques, to managing/structuring the data and their key findings.
    https://mopinion.com/missed-our-webinar-with-selfridges-group/
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  6. In a special presentation and panel discussion, you’ll get an update on how user-generated content and other Voice of the Customer (VOC) dynamics are changing the way grocery shoppers prepare for their trips and make in-store choices. Further, you’ll learn how marketers can monitor these interactions and leverage VOC analytics to positively influence shopper decision-making before and during store visits.
    http://www.retailwire.com/online-and-in-the-aisles-how-social-impacts-food-sales/
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  7. 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/
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  8. With a string of big names disappearing from the high street, requiring rescue or teetering on the brink, we need to ask, if retail’s battle cry is truly ‘adapt or die’, why have so many chosen the latter in 2018? And as the year draws to a close, which trends will drive the former in 2019?
    https://www.thedrum.com/opinion/2018/12/06/retail-marketing-why-will-the-customer-cross-the-road-2019/
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  9. In-store experiences are here to stay, and the technology being used is getting bigger, better and bolder.

    With 81% of UK consumers seeing the physical store as vital to the shopping experience (according to November 2017 research from Vista Retail Support), incorporating new technology can enhance customer engagement and increase sales.

    Current retail technology trends highlight the exciting new direction for in-store experiences and underline the importance of blending and balancing offline with online.
    https://www.retail-week.com/retail-voice/retail-tech-trends-that-enhance-customer-engagement-/7029305.article?authent=1/
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  10. The physical world of Amazon Books has made it to Texas. The online retailer today opens its first store so far this year and it's in Austin's Domain Northside.

    The store is designed to hold all the books considered great reads by Austinites and more put together by a team that culls customers' online preferences to fill the racks with books. All books face out in Amazon's version of a bookstore. Below the book is a review card saying why customers said they loved the read.
    https://www.dallasnews.com/business/retail/2018/03/06/texas-first-amazon-books-store-opens-austin-better-prices-prime-members/
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Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.