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. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

InMoment XI

JUNE 7, 2022

I’ve found one such questionnaire, the transactional survey, to be an invaluable tool for assessing almost any customer touchpoint. Transactional surveys can be used to gauge many touchpoints , but the one they’re typically associated with (and the one they’re named for) is a key part of the brand experience: the sale.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

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

InMoment XI

OCTOBER 24, 2024

Hubspot The Hubspot customer engagement platform is differentiated by its inbound marketing capabilities, which makes it an excellent choice for organizations looking to bring marketing, sales, and customer service under one roof. Some are more geared towards marketers and sales teams, while others focus on customer support.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Alida

MAY 24, 2018

Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Despite the talk in media about the so-called retail apocalypse , many speakers at the conference reiterated that the industry is alive and well.

Retail 189

Retail Conference Employee Engagement ROI 189

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. 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

ECXO

JUNE 11, 2023

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 do customers experience your brand – across touchpoints? What does your business stand for – what makes you unique? How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

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. The global ecommerce market is projected to reach $6.09

Ecommerce 144

Ecommerce Retail Social Media Technology 144

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

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

MARCH 4, 2022

The audience in question should be one that is crucial to your strategy, so be sure to examine sales data, demographics, and other analytics to inform your decision. One of our global retail clients was even able to increase survey response rates by 37% and response length by 38%! Ask your team, “Who are we trying to appeal to?

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

DECEMBER 30, 2021

How are the metrics of operations, be it call-center, first-contact resolution, field services, or retail, etc. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data. What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. Some customer experience managers will have marketing experience, others will have sales experience, etc. What Background Should a CX Manager Have?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. First Off, What Exactly Is Going On?

Retail 195

Retail Feedback Trends Consumers 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

OCTOBER 25, 2024

These improvements drive sales and revenue. It’s important to deliver a consistently positive customer experience across all touchpoints. You can use the information to increase your influence, outrank competitors, and create relevant Google posts to drive organic sales. It results in increased revenue.

Feedback 195

Feedback Management Social Media ROI 195

ECXO

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. Result : Sephora reported an 11% increase in sales per visit after implementing AI-driven personalization. · Using AI to Enhance the Experience 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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. What will they find?

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

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

Comm100

OCTOBER 31, 2024

It’s an efficient way to establish a strong bond with your target audience and fuel your sales funnel with quality leads. Through conversational marketing, you ensure two-way communication with your audience and offer an enhanced experience throughout all touchpoints in the buyer’s journey. What’s Conversational Marketing ?

Marketing 130

Marketing Chatbots Social Media e-support 130

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. How can these retailers benefit from the new technologies? How can these retailers benefit from the new technologies?

Retail 160

Retail Online Experience Case Study Interaction 160

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Questions of first impression are game-changers for industries like Ecommerce, SaaS and Retail, basically, anywhere the customer experience directly influences conversions or loyalty. For instance: In Ecommerce , a confusing checkout process can mean a lost sale.

Survey 120

Survey Ecommerce Feedback Interaction 120

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. Empathy maps typically include customer demographics, customer goals and needs, customer behavior, customer emotions, customer touchpoints, customer motivations and more.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

Vonage

FEBRUARY 23, 2017

Using multiple retail channels promotes success. Today’s always connected consumers expect to enjoy a seamless experience across every retail touchpoint, both digital and in-store. In response, big name retailers such as Starbucks are investing in loyalty and messenger apps to provide customers with 24/7 support.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. When it comes to the world of marketing and sales, understanding the psychology of your customers is paramount to influencing their buying behavior.

Sales 345

Sales Customers Social Media Examples 345

Kerry Bodine

JULY 11, 2017

The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in this case a major retailer. Instead, I hear email about an upcoming sale and I say “Great! Then the facilitator (that’s me!)

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Wired and Dangerous

JUNE 4, 2018

How many service providers put Happy on the sales floors and Grumpy at the register? My wife and I recently visited three retailers to return merchandise which we “over bought” for an important social gathering. Two of the retailers made the return process a dream and one made it entirely negative.

Touchpoint 102

Touchpoint Customer Journeys Social Media Retail 102

Win the Customer

MARCH 20, 2017

The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around. Here is how to amaze customers online and increase sales: Make It Super Easy to Connect with You.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Customer Bliss

AUGUST 3, 2017

But your campaigns and approaches absolutely need emotional touchpoints to be successful. There’s the revenue tie. That’s still important and it’s often how people get individually advanced, i.e. promoted — being seen as good executors.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

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. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales.

Retail 106

Retail Apparel Data Ecommerce 106