Alida

DECEMBER 7, 2018

The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. View Infographic.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

InMoment XI

SEPTEMBER 20, 2023

In this blog, we take a look at the findings specific to the retail industry and delve into the secrets of CX leaders and the key net promoter score drivers that propel them to the top of the leaderboard! The Challenge of Our Times It’s no secret that retailers today operate in a challenging environment.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

Centriam Customer Experience Lab

MAY 17, 2018

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service.

Retail 150

Retail Customer Experience Groups Customers 150

Interactions

APRIL 2, 2025

For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. 81% of customers prefer companies that offer a personalized experience.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

InMoment XI

OCTOBER 24, 2024

It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 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

Alida

FEBRUARY 23, 2018

But regardless of the reasons for the shift in shopping habits, the remaining apparel and fashion companies are facing a retail landscape that’s more competitive and cutthroat. Instead of looking at the customer base as monolithic group, they might want to take a page from Walmart. Take a tailored approach.

Apparel 82

Apparel Retail Industry Trends 82

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

Centriam Customer Experience Lab

MAY 17, 2018

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service.

Retail 150

Retail Customer Experience Groups Customer Base 150

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. Perhaps most importantly, traditional surveys are not timely. Leading telcos across the U.S.,

Survey 317

Survey Banking NPS Effort Score 317

InMoment XI

FEBRUARY 3, 2025

Enhancing Geo-Targeted Advertising With CI, businesses can better tailor their ads to local target audiences based on conversational trends. A retailer might pick up on this via CI and run a hyper-local ad campaign with digital marketing messages highlighting products that people might want for that event.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Kerry Bodine

FEBRUARY 6, 2021

We once created a set of five journey maps for a retailer whose customer base was something like 98% women — and so the persona we created for each map was also a woman. We were simply representing the customers who comprised the majority of the retailers’ customer base and revenue.

Customer Journeys 256

Customer Journeys Retail Analysis Customers 256

CSM Magazine

MARCH 24, 2022

In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience.

Retail 119

Retail Self Service Customer Experience How To 119

InMoment XI

MAY 14, 2022

Retail Pharmacy. The same philosophy rings true for more utilitarian industries, such as a leading retail pharmacy. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

BirdEye

OCTOBER 10, 2023

Unlike some industries where reputation revolves around corporate practices or policies, in retail reputation management, the quality, availability, and customer experience related to specific products play a significant role in shaping reputation. Want to know more about retail reputation management?

Retail 111

Retail Strategy Management Social Media 111

BirdEye

NOVEMBER 15, 2023

In this blog, we’ve shared the ultimate list of retail review sites that will boost brand awareness and fuel business growth. More reviews More revenue Learn how to get more reviews of your retail business with Birdeye. More reviews More revenue Learn how to get more reviews of your retail business with Birdeye. Let’s dive in.

Retail 111

Retail Brands Consumers Case Study 111

ECXO

DECEMBER 25, 2024

By continuously listening to customer feedback and innovating around it, Amazon has created a growth engine powered by CX. Zappos: Building Loyalty Through Service Zappos, the online shoe retailer, revolutionized e-commerce with its dedication to customer service.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

C3Centricity

MAY 12, 2024

This example underscores the importance of empowering employees to make decisions that prioritize customer satisfaction, fostering a strong customer-centric culture. Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

GetFeedback

AUGUST 3, 2018

The point of sale is an incredibly important time for retailers to engage their customers. However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. They’re impersonal and generic.

Survey 199

Survey Sales Retail Social Media 199

InMoment XI

NOVEMBER 26, 2024

Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage. Step 2: Create Customer Personas Next, you will want to develop detailed customer personas that represent different segments of your customer base.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

JUNE 11, 2023

Higher sales and a more loyal customer base. The company has implemented an intuitive user interface and seamless integration between devices, such as smartphones, tablets, and smart TVs, providing a seamless and convenient user experience. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

JANUARY 21, 2025

The company dismissed it as a fluke, blaming overly picky customers. Loyal Customers Begin to Leave For years, Apex had a loyal customer base who swore by their gadgets. Clara, a long-time fan, was one such customer. Thanks for nothing, @ApexGadgets. Sales of the ApexSmart 5000 plummeted.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

GetFeedback

DECEMBER 21, 2018

One in three customers will pay more to receive a higher level of service. 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. online adults shop more with retailers that offer consistent customer service both online and offline.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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? holidays, Black Friday).

Ecommerce 79

Ecommerce NPS Retail Software 79

InMoment XI

AUGUST 1, 2024

These tools help identify the emotions and attitudes expressed by customers, converting qualitative feedback into quantifiable insights. After analyzing the data, assign numerical values to calculate the overall customer sentiment score.

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It provides rich insight into specific pain points. It supports long-term growth.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

NOVEMBER 8, 2022

If you are an organization with thousands of customers, surveying your entire customer base can seem like a daunting task. The likelihood of all of your customers (whether they number in the thousands or in the hundreds) answering a survey is slim to none. How Do You Perform Simple Random Sampling? Sampling With InMoment.

Survey 39

Survey Loyalty Groups Retail 39

Kerry Bodine

MAY 11, 2020

Secret shopping: Certain business-to-consumer industries — most notably, but certainly not limited to retail — lend themselves to having a large number of mystery shoppers evaluate their experiences while shopping or getting service. How have our customers’ needs and expectations changed? Just don’t skip those interviews!

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

Experience Investigators by 360Connext

DECEMBER 15, 2014

The 99% of your customer base is made up of the 1% of your future. Regardless of segment, or customer spend, or even customer lifetime value , it’s imperative to treat all customers, future customers and former customers in a way that lets them know they matter. Show the 99% they matter.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. NPS, CSAT, online ratings.

Banking 195

Banking Feedback Management Culture 195

InMoment XI

JUNE 28, 2022

The brand was able to identify the key variables that most impacted loyalty for various customer segments, paving the way for initiatives to enhance the end customer’s service experience. One retail financial services firm struggled to retain its members. Use Case #3: Combining CX and EX. There’s More Where That Came From!

Financial 221

Financial Brands Customer Experience eBook 221

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Very Best Service

FEBRUARY 8, 2025

This article delves into industries particularly well-suited for social customer service, exploring the reasons behind their success and highlighting best practices that set the standard. This immediacy in communication is crucial in managing customer expectations and ensuring satisfaction.

Industry 52

Industry Social Media Customer Service Healthcare 52

ijgolding

NOVEMBER 8, 2016

A business with a long and proud heritage, for the last five years, the retailer has struggled to remain relevant to the UK consumer. As a result, many of its loyal FANS, have ceased to become CUSTOMERS. Competition is a factor, of that there is no doubt, but there can be no denying the effect of a declining customer base.

Sports 237

Sports Entertainment Airlines Customer Base 237

eglobalis

AUGUST 13, 2024

Brand Loyalty: Samsung: While Samsung enjoys a large customer base, its brand loyalty does not match that of Apple. Apple’s customer support and retail experience also contribute significantly to their superior CX. Apple: Apple’s brand loyalty is legendary.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

Second to None

SEPTEMBER 3, 2024

In today’s digital age, the retail landscape is evolving at a rapid pace. But rather than succumbing to the pressure, retailers are embracing these changes as opportunities to reinvent and reimagine the physical storefront. The ICSC finds opening a new store increases online sales by over 6.9+% as well as average basket size.

Retail 62

Retail Feedback Touchpoint Omni-Channel 62