C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? Will the future of retail be without physical outlets? Like many CPG companies, they were considering online retailing. Like many CPG companies, they were considering online retailing. So are retail outlets really essential for every category?

Retail 299

Retail Apparel Trends Transportation 299

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. How We Got Here. That advice sounds obvious enough, right? Trajectory Takeoff.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

eglobalis

FEBRUARY 3, 2025

For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Brands 370

Brands B2C B2B Financial 370

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

C3Centricity

JANUARY 18, 2020

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” consumer #brand #Marketing Click To Tweet. CORPORATIONS ARE BRANDS TOO! That’s great news for marketers, less so for brands.

Brands 320

Brands Retail Consumers Innovation 320

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 435

Customer Experience Customer Journeys Case Study Innovation 435

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). What once seemed like futuristic tech is now becoming a must-have for online retailers looking to stand out and provide a top-notch customer experience.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. Whether you are a local shop, regional staple, or nationwide brand, reputation management is one of the most important marketing strategies you need to master to ensure brand success.

Retail 195

Retail Customer Retention Strategy Management 195

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

Blueshift

NOVEMBER 4, 2024

AI has transformed how e-commerce brands approach retail marketing by making personalization, customer segmentation, and real-time engagement easier than ever before. As online shoppers increasingly expect tailored experiences, the role of AI in marketing becomes critical to delivering unique interactions at scale.

Retail 88

Retail Marketing Chatbots Sales 88

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. According to research, 95% of consumers believe customer experience is the key to brand loyalty. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

IntouchInsight

JULY 16, 2024

Curious to learn h ow Intouch Insight's data collection and analysis solutions helped a global CPG company gain actionable insights into the effectiveness of retail merchandising across various customer purchasing channels at thousands of North American locations?

Retail 156

Retail Brands Analysis Data 156

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. Fueling Brand Love In today’s hypercompetitive market, brand love is the ultimate currency. Foot Locker understands this implicitly, which is why they invest heavily in monitoring brand health and market share.

Retail 195

Retail Return on Investment ROI Analysis 195

InMoment XI

JANUARY 20, 2024

Retail is one industry that’s experiencing major disruption. Retailers have no shortage of data, but they often struggle to make sense of disparate sets – much less identify ways to leverage that data to optimize the customer experience. What’s more, they expect a brand to keep pace as their needs and preferences evolve over time.

Retail 195

Retail Customer Experience Social Media Chatbots 195

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

JULY 14, 2022

A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The brand leveraged InMoment’s Explore and Coach tools to sort feedback at the highest-performing locations. The Context. The Impact.

Feedback 397

Feedback Effort Score Retail Metrics 397

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

eglobalis

JANUARY 13, 2025

A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention. A European luxury brand used AI-driven personalization to recommend complementary products during online shopping experiences, increasing average order values by 22%.

Customer Experience 398

Customer Experience Marketing Chatbots e-support 398

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. The Modern CX Landscape For retail, the stakes are incredibly high. From my perspective, meeting these demands requires brands to be both agile and innovative.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Discover how to improve services in branch, commercial, digital, retail, and credit unions.

Banking 195

Banking Customer Experience Effort Score Financial 195

Blueshift

NOVEMBER 8, 2024

Retail and e-commerce marketers face a challenging landscape as customers interact with brands across multiple channels, from email and social media to in-store and mobile apps. To deliver seamless, personalized experiences, brands need a strategy that connects every touchpoint.

Retail 80

Retail Marketing Social Media Touchpoint 80

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too. Here are two examples from the retail and hospitality sectors that demonstrate the impact of tracking these KPIs.

Call Center 195

Call Center Metrics Self Service Effort Score 195

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. trillion by 2027, representing an all-time high of over 20% of all retail sales.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image.

Brands 195

Brands Management Social Media Competitive Advantage 195

InMoment XI

FEBRUARY 3, 2025

With clearer insights into how users in each specific location are responding, brands can target them with ever more personalized marketing. Highly market-tested, million-dollar commercials fall flat or even negatively impact a brand based on, well, vibes.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Apple: Apple’s brand loyalty is legendary.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Looking for a few real life examples of how brands have done this?

Financial 221

Financial Brands Customer Experience eBook 221

InMoment XI

JANUARY 22, 2025

Too often, growing retail businesses end up with a growing image problem. Were talking the good, the bad, and the ugly hereto keep a brands reputation intact, every review must be evaluated, understood, and (if possible) responded to. For brands using a centralized approach, volume can still be an issue.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. With InMoments social listening tool , you can track brand and product mentions to see what customers have to say. Another benefit of educating your customers is brand credibility.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Optimove

DECEMBER 19, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods.

Retail 59

Retail Lifetime Customer Customer Centricity Loyalty 59