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! In general, loyal customers are a by-product of excellent customer service. Positive customer experiences give rise to six distinct types of loyalty.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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

Retently

OCTOBER 23, 2024

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

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

JANUARY 21, 2025

Apex Faces the Consequences The fallout was swift and brutal: Sales Tanked: Retailers began pulling Apex products from their shelves due to customer backlash. Simplify the Customer Journey Lesson: If your product or service is hard to use, customers will leave.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Optimove

MARCH 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers must implement strategic marketing efforts to drive early sales and maintain long-term success. Refine E-Commerce Websites for Conversions A seamless shopping experience can set up a retailer to drive early online sales.

Retail 52

Retail Sales Strategy Marketing 52

InMoment XI

SEPTEMBER 1, 2022

Why Is Customer Retention Important? Regardless of the industry you’re in, retaining your customers should be one of the top four goals of your overall business (alongside acquiring customers, increasing customer lifetime value via cross-sell and upsell efforts, and reducing operating costs). Eliminate Customer Friction.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Oracle

SEPTEMBER 16, 2020

Whether a brand interaction occurs online, in-app, in-store, over the phone, or across the social landscape, brands who recognize customers across all touch points are the ones driving successful loyalty. Some retailers now have an additional challenge, and that’s staying relevant for customers in this new economic landscape.

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

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

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. This involves understanding customer needs and expectations, as well as any pain points they have in the customer journey , and working to address them.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

MAY 4, 2023

You can strengthen your experience management efforts by understanding your customer segments and taking special action to better serve those populations. In one segmentation use case, a major Retailer Co leveraged existing capabilities and assigned unique Guest IDs to consistently collect detailed data on customers.

Strategy 221

Strategy Customer Experience How To Loyalty Programs 221

delighted

OCTOBER 3, 2024

Artificial intelligence is transforming the online shopping experience Ecommerce is one of the many industries leveraging generative AI to increase efficiency and transform retail experiences. From writing product descriptions to automating customer support queries with chatbots, the opportunities to implement AI are limitless.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment provides so many advantages for CX leaders—which ultimately lead to both strategic and operational improvements: Enhanced Customer Experience : By pinpointing and addressing pain points revealed through sentiment analysis, businesses can significantly elevate the overall customer experience.

Measurement 195

Measurement Effort Score How To Hotels 195

Alida

JANUARY 19, 2017

Aware of the increasing competition and decreasing margins, some activewear retailers are looking for new ways to stand out. These retailers are embracing more immersive strategies, bringing unconventional experiences into physical retail. The rise of experiential retailing.

Retail 100

Retail Apparel ROI Loyalty Programs 100

Talkdesk

DECEMBER 18, 2020

A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. But that forecast could be on the low side for some retailers. Customers have developed different expectations for online shopping. .

Retail 106

Retail Apparel Data Ecommerce 106

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign. This will help you generate a lot of more leads.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Think Customers

JANUARY 17, 2025

With more technology and insights at their fingertips than ever before, retailers are diving into their data to learn more about customers so they can deliver better, more personalized shopping experiences. And some were already looking beyond AI and trying to gauge what the next big thing in retail technology might be.

Report 52

Report Data Retail Social Media 52

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Oracle

FEBRUARY 14, 2020

Here are 5 ways to build brand loyalty and love this Valentine’s Day, from the team at Oracle CrowdTwist. Tip #1: Invest in omnichannel retailing. Membership in a loyalty program is a great way to connect experiences across channels and incentivize consumers to self-identify at every interaction.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

BirdEye

MAY 10, 2021

To find out how multi-location businesses can delight customers consistently, we decided to sit down with Amberlee Maya , Director of Marketing at Rent King. We heard some of her secrets to designing a fantastic customer journey across every business location. Rent King is a leading retailer in the mattress and furniture space.

Customer Journeys 81

Customer Journeys Social Media Retail Loyalty Programs 81

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Offer points, discounts, or exclusive perks to reward customers and incentivize further brand interactions.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

InMoment XI

OCTOBER 4, 2024

To see how much customer experience ROI InMoment can deliver for you by utilizing the XI platform, fill out the ROI calculator below: Calculate your business’ ROI using InMoment’s VoC tools. The options make it easier for customers to voice their suggestions or complaints. A vague understanding of the ROI.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

APRIL 28, 2024

5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. My Comment: I’ve been studying how different brands are creating successful loyalty programs.

Loyalty Programs 74

Loyalty Programs Customer Service Self Service e-support 74

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? As a result, you have to deduce customer retention based on activity within a certain period of time.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: Journey Mapping is no longer an option. CMSWire) What’s in your abandoned cart?

Customer Journeys 74

Customer Journeys Customer Service Loyalty Programs Loyalty 74

TechSee

JULY 23, 2019

The point of sale (POS) is the most critical stage of the customer journey. It means the company has done everything right, the customer has pulled out his wallet and is prepared to part with his hard-earned cash. These outages cost retailers big bucks. Target’s outage was estimated to have cost the retailer $50 million.

System 129

System Retail Software Sales 129

Retently

JANUARY 25, 2023

Adopt a subscription business model Adopting a subscription business model can be a great way for ecommerce companies to generate recurring revenue and create a steady stream of income from customers who have committed to regularly buying. Another benefit of loyalty programs refers to the valuable customer data they can surface.

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

Thematic

OCTOBER 30, 2024

Voice of Customer Examples From 7 Different Industries Retail Those in retail know full well that customer experience can be the deciding factor between customer loyalty and customer churn. Direct customer feedback can provide actionable insights that help retailers enhance loyalty programs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Currency Alliance

NOVEMBER 29, 2017

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. Retail brands are worried about the expansion of Amazon, but have done little to transform their approach.

Loyalty Programs 40

Loyalty Programs Loyalty Retail Consumers 40

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. And this is where gathering customer feedback becomes a crucial aspect of the journey.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

SurveySensum

JULY 26, 2023

Do you know what’s the biggest problem in retail? Customer churn. It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

CSM Magazine

DECEMBER 8, 2022

In the wake of significant inflationary pressures leaving consumers with less disposable income, retailers can’t afford to ignore the critical importance of creating exceptional customer experiences. To the Retail Customer Experience Victors, Go the Spoils. Still, a negative customer experience can send shoppers packing.

Retail 52

Retail Customer Experience Self Service Loyalty Programs 52