Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. According to research, 95% of consumers believe customer experience is the key to brand loyalty. 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

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. Invest in Customer Loyalty Strong customer loyalty is key to reducing churn.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

Retail 195

Retail Return on Investment ROI Analysis 195

PeopleMetrics

JANUARY 24, 2025

To build a world-class VoC program, you need to analyze and improve the entire customer journey, not just service touchpoints. CS: Defining the Difference As a reminder: Customer Experience (CX) : The total sum of every interaction a customer has with your company, spanning digital platforms, product usage, service touchpoints, and more.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How have they changed since the pandemic?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences. These elements influence how businesses operate and make decisions.

Healthcare 447

Healthcare Culture Travel Study 447

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

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. The Modern CX Landscape For retail, the stakes are incredibly high. This isn’t just a nice-to-have anymore—it’s essential if you want to capture and retain customer loyalty.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

InMoment XI

JANUARY 27, 2025

Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time. 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

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust. A damaged relationship that could have turned into long-term loyalty.

Sales 247

Sales Customer Experience e-support Examples 247

ECXO

OCTOBER 23, 2024

Customers feel heard, understood, and supported, leading to increased satisfaction and loyalty. For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. Using AI to Enhance the Experience 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

GetFeedback

SEPTEMBER 27, 2018

A few years ago, trade publications were plastered with phrases like “the retail apocalypse” and “the end is near for retail.” The reality is, retailers aren’t going anywhere. It’s not enough to sell products; retailers must sell experiences too. The State of CX in Retail. So what’s the difference? E-commerce.

Omni-Channel 170

Omni-Channel Retail Customer Experience Touchpoint 170

InMoment XI

OCTOBER 31, 2024

They serve as vital indicators for your customer experience KPIs , enabling you to track and enhance success across touchpoints. The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others.

Call Center 195

Call Center Metrics Self Service Effort Score 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. The question for online retailers is: how can we embrace this trend and deliver for our customers? Incorporate a digital sales agent.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Retently

NOVEMBER 27, 2024

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. Retaining Loyalty : Even if you manage to attract customers, keeping them loyal is a whole different ball game.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. High-value customers might benefit from loyalty rewards or exclusive access to new features. The resulting customer loyalty is key to stronger relationships and business growth.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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

C3Centricity

SEPTEMBER 17, 2024

This strategy is particularly vital for CPG companies given the direct impact on consumer choices and brand loyalty. For CEOs and business owners in the CPG sector, implementing a customer-first approach enhances customer loyalty and retention and drives profitability and long-term success in a rapidly evolving market.

Loyalty 156

Loyalty Strategy Social Media Analytics 156

Optimove

NOVEMBER 28, 2024

For retailers, it’s a chance to tie game-day excitement to exclusive deals, boosting sales and fostering customer loyalty. This unique convergence offers a golden opportunity for retailers and sports betting operators to capitalize on consumer excitement—if they’re equipped with the right tools.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Kayako

JUNE 9, 2022

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

eglobalis

OCTOBER 1, 2024

This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue. For example, a retail company might map out their customer’s journey from discovering their brand via a digital ad to purchasing in-store.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

rethinkCX

MARCH 4, 2025

Voice of the Customer (VoC) programs are your ticket to turning feedback into fierce loyalty, giving businesses a direct line to what customers love, hate, and crave. In this guide, well break down what VoC programs are, why theyre critical, and how to build one that drives loyalty. Customers want a loyalty app?

Loyalty 52

Loyalty Social Media Customer Journeys Multi-Channel 52

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

ShepHyken

JANUARY 5, 2025

Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5%

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. A positive first impression can set the stage for long-term loyalty, while a negative one may lead to customers walking away without giving you a second chance. In Retail , an unfriendly store layout can leave customers feeling overwhelmed.

Survey 120

Survey Ecommerce Feedback Interaction 120

InMoment XI

OCTOBER 25, 2024

It boosts customer trust and loyalty. It’s important to deliver a consistently positive customer experience across all touchpoints. It results in increased revenue. A better reputation leads to more bookings and higher diner demand. These improvements drive sales and revenue. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media ROI 195

Joe Rawlinson

NOVEMBER 3, 2024

Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. This further boosts customer loyalty and encourages repeat purchases. This is especially beneficial for high-traffic retail stores or promotional events.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

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

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. Brands are leveraging customer data for personalized experiences Brands collect data at various touchpoints across the ecommerce customer journey.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

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. Some of the benefits of improving customer experience include: Increased Customer Loyalty When you have a consistently positive customer experience, you will create loyal customers.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195