InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Taking the importance of collecting customer feedback out of the way, where do we start? How satisfied are you with the product quality/performance? Why NPS Surveys Post-Renewal?

Ecommerce 109

Ecommerce Survey Retail NPS 109

IntouchInsight

MARCH 28, 2025

As customer expectations evolve, stores are getting smarter, checkout lines are shorter (or disappearing entirely), and leading brands often seem to know what you want before you do. Retail is moving fast, blending technology and convenience in ways that feel fresh and, at times, a little experimental.

Retail 156

Retail Innovation Customer Expectations Technology 156

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. In retail, the power of the review is stronger than ever. Customers expect you to respond to their reviews. While that may seem complicated, it might be easier than you think.

Retail 195

Retail Customer Retention Strategy Management 195

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.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

GetFeedback

JUNE 27, 2021

Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences.

Retail 195

Retail Customer Experience Measurement Customer Expectations 195

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 221

Retail Net Promoter Score Strategy Customer Experience 221

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

Interactions

NOVEMBER 11, 2024

In a recent conversation with Emerj Research , I had the opportunity to dive deep into the evolving challenges of customer experience (CX) alongside Chloe Rice, the Director of Global Customer Experience at Shutterstock. The Modern CX Landscape For retail, the stakes are incredibly high. But it’s not just about automation.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Improving the customer experience in banking relies on a complete understanding of customer behaviors and expectations.

Banking 195

Banking Customer Experience Effort Score Financial 195

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. The global ecommerce market is projected to reach $6.09

Ecommerce 144

Ecommerce Retail Social Media Technology 144

ijgolding

SEPTEMBER 8, 2014

Disney is a brand that is synonymous with great ‘branded customer experiences’ – this highlights exactly why. In a world where it is difficult for companies to get the basics right, it is heart warming to read a story of a company exceeding customer expectations in such an emphatic way.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Experience Investigators by 360Connext

APRIL 16, 2015

So why aren’t more brands, retailers and services offering this type of experience? They’ve partnered with several large and emerging retailers, and the more you swipe your preferences, the more personalized it becomes. What can any retailer learn from Grabble? I think we’ll be seeing more of them soon.

Customer Expectations 110

Customer Expectations Retail User Experience Social Media 110

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. Retail Pharmacy.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

NOVEMBER 25, 2019

Internet Retail: 80%. Specialty Retail Stores: 78%. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5% Your customers’ expectations are not necessarily being set by what your industry does. Trends, competitors, and expectations change. .

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so. All is not rosy in the supersize retail world it seems. Shareholders need to be in it for the long term.

Retail 290

Retail Financial Report Customer Retention 290

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Retail 130

Retail Engagement Management Analytics 130

Uniphore

DECEMBER 7, 2021

According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. customer service to adapt. Logistics mismatch: Some retailers?noted

Retail 130

Retail Omni-Channel Policies Customer Service Representative 130

InMoment XI

JANUARY 18, 2022

In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. But keeping up with quickly evolving employee and customer expectations is easier said than done. This is where InMoment’s newest report comes in.

Trends 370

Trends Measurement Customer Experience Entertainment 370

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

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. AI analyzes customer comments and finds that complaints center on confusing discount codes. Heres why humans are essential: Interpreting Context: AI highlights trends, but humans understand the nuances of the business and customer expectations.

NPS 118

NPS Effort Score Metrics e-support 118

InMoment XI

DECEMBER 30, 2021

Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

DECEMBER 17, 2024

It is important to hire a customer experience manager that understands the weight the contact center holds in regard to the entire customer experience and empowers the organization to invest in solutions that will meet customer expectations.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 25, 2024

Customers expect an empathetic reply to their feedback instead of something that feels automated. It’s important to deliver a consistently positive customer experience across all touchpoints. From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations.

Feedback 195

Feedback Management Social Media ROI 195

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

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Result: Customers are more likely to engage with personalized offers, leading to higher satisfaction and conversion rates.

Sales 259

Sales Customer Experience e-support Examples 259

ShepHyken

DECEMBER 9, 2024

How to Balance Customer Experience and Returns in Ecommerce by Alicia Arnold (MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty. And when 75% of customers expect free returns, whats a retailer to do? Thats a lot of returns!

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

CSM Magazine

MARCH 1, 2022

The trading environment in the past year has been challenging for retailers and has also reinforced the opportunity for retailers to completely rethink their operations to deliver seamless customer experiences. What’s become clear is that customers hold the power. What are the top trends we can expect to see right now?

Retail 97

Retail Trends Customer Experience Ecommerce 97

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. Calculate your business’ ROI using InMoment’s VoC tools.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

C3Centricity

MAY 12, 2024

Nordstrom sets a high standard in this regard, famously accepting the return of car tyres they never sold to satisfy customer expectations and demonstrate their commitment to service. Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260