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

Customer Bliss

AUGUST 31, 2016

However, don’t forget that a B2B customer is also a B2C consumer on their own time, when they email a retailer about a birthday present or have a live chat about movie tickets. So how can organizations in the B2B industry improve and widen their customer engagement through omnichannel tactics to meet these evolving expectations?

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

JUNE 26, 2023

But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. But first, you need to understand what an omnichannel customer experience is.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. Discover how to improve services in branch, commercial, digital, retail, and credit unions. Customer experience in retail banking Retail banking focuses on the individual customer’s needs.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

JANUARY 10, 2024

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. What Does an Omnichannel Contact Center Solve?

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

InMoment XI

FEBRUARY 14, 2024

In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want. What is Omnichannel Customer Experience? Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

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. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. Click and Collect Data: Understanding customer preferences for omnichannel shopping experiences. FLX Membership Programme Data: Analysis of member behaviour and preferences to enhance loyalty programme offerings.

Retail 195

Retail Return on Investment ROI Analysis 195

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

Vonage

FEBRUARY 23, 2017

Using multiple retail channels promotes success. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy. Today’s always connected consumers expect to enjoy a seamless experience across every retail touchpoint, both digital and in-store.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

ijgolding

JANUARY 14, 2015

A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. This is not the first time I have written about John Lewis. I was NOT impressed. Still with me?!

Omni-Channel 120

Omni-Channel Customer Experience Social Media Retail 120

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! The global ecommerce market is projected to reach $6.09

Ecommerce 144

Ecommerce Retail Social Media Technology 144

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. Take, for example, a large athletic retailer that implemented InMoments Conversational Intelligence solution to analyze 4.4

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Storyminers

MAY 16, 2016

Integration of Mobile into Retailers Business Model Roundtable. Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. And if done well, retailers should also see an increase in sales and loyalty to keep them ahead of the competition.”.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. For businesses, mastering omnichannel marketing is no longer optional; its essential. Table of contents What is omnichannel marketing? Where can your business benefit from an omnichannel strategy?

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 Cloud-based, omni-channel CRM solutions. Numbering about two billion, they carry strong influence, both in sociocultural and economic ways. Know your customer.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Alida

JULY 14, 2017

The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. Selling directly to consumers could reduce costs and enable brands to invest in direct marketing that builds loyalty. They have good reason.

Omni-Channel 147

Omni-Channel Consumers Examples Apparel 147

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. Building Customer Loyalty for Retention 6. Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

InMoment XI

OCTOBER 31, 2024

This is where the omnichannel contact center solution provided by InMoment can assist your agents. By integrating customer data from various channels into a unified dashboard, the software saves agents valuable time and effort that they can put towards resolving the issue.

Call Center 195

Call Center Metrics Self Service Effort Score 195

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. For businesses, mastering omnichannel marketing is no longer optional; its essential. Table of contents What is omnichannel marketing? Where can your business benefit from an omnichannel strategy?

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

CX Journey

JANUARY 11, 2018

Let’s get one thing clear, though: having multiple channels is not the same as being omnichannel. The Importance of an Omnichannel Strategy Delivering a true omnichannel experience is hard to achieve but definitely has its benefits. Customers get better experiences, while businesses acquire and retain more customers.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences. Use promo code DECISION to get all 3 for $50.

Omni-Channel 130

Omni-Channel Fashion Retail Multi-Channel 130

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System. Wondering which metric to choose?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

Alida

OCTOBER 27, 2017

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. consumers are primarily online shoppers , according the National Retail Federation’s quarterly Consumer View. consumers are primarily online shoppers , according the National Retail Federation’s quarterly Consumer View.

Retail 154

Retail Examples e-support Entertainment 154

Experience Investigators by 360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. Don’t sweat the single channel any more. It’s all about the omnichannel experience.

Omni-Channel 137

Omni-Channel Chatbots Brands Customer Journeys 137

ShepHyken

OCTOBER 9, 2020

By this time, one of the retailers’ biggest problems is, ironically, empty shelves and high demand for sanitizing items. Consumers are panicked and they need reassurance of safety measures being taken by retailers. Online grocery shopping sees a mindblowing evolution, one that retailers could have never foreseen.

Retail 142

Retail Customer Experience Multi-Channel Omni-Channel 142

delighted

JUNE 3, 2021

Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally. So what does this mean for retail? Omnichannel retail will be the new normal. Which of the pandemic trends will stick?

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Happy or Not

APRIL 13, 2022

What is an omnichannel customer experience? . An omnichannel customer experience is made up of individual touchpoints over a variety of channels. It allows customers to pick up where they left off on one channel and continue the experience on another. Hybrid shopping vs. omnichannel – is it the same? .

Omni-Channel 69

Omni-Channel Retail Feedback Touchpoint 69

Customer Guru

JUNE 26, 2018

What is an omnichannel experience? Omnichannel experience is not just a buzzword. Rather, it is a necessity for retail marketing today. Omnichannel experience is a revolutionary multichannel approach for marketing, selling, and serving customers in order to provide a cohesive customer experience.

Omni-Channel 82

Omni-Channel Retail Loyalty Programs Social Media 82

Storyminers

FEBRUARY 9, 2016

Javitz Center in New York is home to the National Retail Federation’s annual retail show. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this year’s ‘store of stores’ in 280,000 square feet of exhibit space. Retailers are acting on the notion that customers’ needs are different from their own.

Retail 124

Retail Omni-Channel Software Video 124

NICE inContact

OCTOBER 3, 2017

However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. I have experienced this mistake-loyalty paradox in my own life on various occasions. One such example was with a major online retailer.

Loyalty 150

Loyalty Self Service Apparel Contact Center 150

ShepHyken

DECEMBER 9, 2024

He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more. And when 75% of customers expect free returns, whats a retailer to do?

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73