Second to None

OCTOBER 9, 2018

This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. However, simply having the option of buying your product online is not enough based on current consumer expectations. One signal of this failure is your eCommerce site’s cart abandonment rate.

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

C3Centricity

NOVEMBER 4, 2020

From smarter homes to an improved online experience, people have a lot to gain from the situation. Recent reports have shown that: 62% of consumers shop online more now than before the pandemic ( Bazaarvoice ). 36% of consumers shop online weekly since covid, up from 28% pre-pandemic. Ecommerce accounts for 16.1%

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Kustomer

AUGUST 12, 2022

Quick responses, personalization and empathy are must-haves for the NOW Customer , the consumer who sets their expectations for on-demand experiences on best-in-class companies like Amazon. With so many third-party factors in the online ordering experience, mishaps are inevitable. Here are some additional key takeaways.

Customer Experience 82

Customer Experience Effort Score Loyalty Customer Journeys 82

ShepHyken

DECEMBER 26, 2022

Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. Several poor choices are detrimental to the CX (customer experience), so here’s what companies need to stop doing on digital platforms in 2023.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

Pointillist

JUNE 15, 2018

Most ecommerce businesses retain fewer than 20% of their customers. In retail and eCommerce, the focus of retention is on creating engaged customers that return to shop with you again. By mapping the customer journey you are able to analyze the complete experience from end-to-end in the eyes of your customer. Data Integration.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Eptica

DECEMBER 2, 2016

The analyst considers that successful retailers need to be built around four essential traits, that allow them to integrate in-store and digital touchpoints to compete for customers’ loyalty: 1. This spans physical stores and ecommerce, across multiple devices from the PC to the smartphone and tablet.

Retail 48

Retail Ecommerce Touchpoint Customer Engagement 48

ENGAGE.cx

SEPTEMBER 18, 2015

With mobile marketing, SMS, the online experience, credit card transactions, social interactions, email marketing, in-store experience, and call center interactions (whew!), This becomes even more complicated when your company siloes get in the way, separating, brick-and-mortar, call centers or eCommerce.

Omni-Channel 40

Omni-Channel Customer relationships Customer Journeys Call Center 40