ShepHyken

JUNE 2, 2021

The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. This is actually good for everyone. I’ll put it in retail terms. It built stores near small independent retailers.

Advertising 331

Advertising Customer Service 331

ShepHyken

JANUARY 1, 2024

The Forbes Council shares a number of good ideas. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” This one is particularly good as it features a digital and AI-infused experience.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

DECEMBER 7, 2020

Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. The first trend is about health and safety.

Customer Service 360

Customer Service Self service Consulting Consulting 360

ShepHyken

AUGUST 17, 2020

My Comment: What happens when you combine a good product that is competitively priced and the experience is easy? Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. In addition, consumers are spending less money.

Customer Service 231

Customer Service B2B Consulting Consulting 231

ShepHyken

DECEMBER 26, 2022

Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: My Comment: If you’re reading today’s Top Five roundup on the day it was published, it’s the day after Christmas. There is something here for every type of business and industry.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

ShepHyken

MARCH 10, 2024

Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable. And you don’t have to be Amazon or in the retail world to empower customers.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. And most likely, that will be to a consumer experience. My Comment: Let’s take a lesson from the salon industry.

B2B 156

B2B Customer Service B2C Advertising 156

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. They said a good merchant.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

C3Centricity

APRIL 23, 2024

Anything below a 2:1 ratio is considered not profitable, as the costs to produce and distribute goods/services often mean organizations will break even with their spend and returns. However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent.

Marketing 90

Marketing Advertising B2B Analytics 90

ShepHyken

NOVEMBER 1, 2021

Short, in this case, means a 45-second read, but as the saying goes, “Good things come in small packages.” Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.”

Customer Service 190

Customer Service B2B B2C Personalization 190

ShepHyken

APRIL 6, 2022

That’s exactly what we asked more than 1,000 consumers in our customer service research. At one time, Amazon was typically the lowest priced online retailer, but not anymore. The experience is consistent and predictable, and they know if they need customer service for a problem, they will get it, and it will be good. .

Customer Service 313

Customer Service Surveys Marketing Customer Experience 313

ShepHyken

MARCH 21, 2022

59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. And even though the article is focused on retail, this concept can work in almost any industry.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

ShepHyken

FEBRUARY 8, 2021

Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play. Here is a good list of some of the key takeaways.

Customer Service 235

Customer Service B2B Chatbots Self service 235

ShepHyken

MARCH 28, 2022

Total Retail) The latest post to take LinkedIn by storm wasn’t an announcement about a startup raising millions in funding or an A-list executive joining the board of an industry titan. While the author focuses on the hospitality industry, the ideas can be considered for any type of points or perks type of program.

Customer Service 161

Customer Service Entertainment Personalization Customer Experience 161

ShepHyken

MARCH 29, 2021

Humans and Robots in Retail: It’s Not Us vs. Them by Justin Sears. I enjoyed this article on the struggle between humans and robots in retail. RIS) RIS sits down with Sweetwater’s CIO Jason Johnson to dive into how the instrument retailer develops in-house tech to invoke its unique customer experience. (RIS)

Customer Service 190

Customer Service Personalization Customer Experience 190

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. No Fault Found Returns: The Enemy of Retail.

Wireless 136

Wireless Self service Sales Chatbots 136

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Customer Service 335

Customer Service Personalization 335

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. Louis Magazine (St.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

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.

Feedback 83

Feedback Marketing Metrics Benchmark 83

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. These examples focus primarily on supermarkets but the thinking behind them could easily be applied to other retail businesses. My Comment: There are review sites for virtually any industry – B2B and B2C.

Customer Service 222

Customer Service Customer centricity B2C B2B 222

ShepHyken

FEBRUARY 16, 2020

10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Here are 10 examples of best practices that represent the state of the art in retail CX. My Comment: Don’t be fooled by the word “Retail” in the title. I have added my comment about each article and would like to hear what you think too.

Customer Service 316

Customer Service B2B Journey mapping Best practices 316

ShepHyken

FEBRUARY 21, 2022

This short article makes some good points. My Comment: There is often a gap between what a company/brand executive perceives as giving good customers service and what their customers perceive it to be. And in this case, the gap is good. It’s when consumers feel like they’ve won the lottery. This gap can be a real problem.

Customer Service 173

Customer Service Customer retention Construction Chatbots 173

ShepHyken

APRIL 15, 2019

This is a nice recap of that info and good “food for thought.” Retail Customer Experience) Delivering an exceptional customer experience in the retail space requires more than a great product. Let’s take some lessons from the retail industry. I think the future looks good!

Customer Service 216

Customer Service Chatbots Self service Customer Experience 216

Call Center Weekly

DECEMBER 14, 2017

Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence. To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous. Consumers get what they want.

Technology 273

Technology Customer Service Advertising Best practices 273

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. The business climate continues to rapidly change.

Management 195

Management Average Handle Time Self service First call resolution 195

ShepHyken

MARCH 1, 2021

A good understanding of your customer’s journey throughout the different ways they do business with you is foundational (to use a word the author uses to describe his article) to building a good service and CX program. Some good reminders here. It’s been a while, so here’s another one.

Journey mapping 196

Journey mapping Customer Service Customer centricity Self service 196

ShepHyken

NOVEMBER 16, 2020

Either way, if I was working with a salesperson or customer service agent who was good at these, it would be hard for me to consider doing business with anyone else. Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement by MTS Staff Writer.

Customer Service 207

Customer Service B2C Government Call Center 207

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. They keep the baked goods right up there also. How you can apply it to your business: Now we don’t all sell flowers and baked goods so that trick won’t work for everybody. Not a chance.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Outsource Consultants

JUNE 15, 2022

Getting products into consumers’ hands is taking longer than in pre-COVID times. A combination of factors, including concerns with border crossing, labor shortages, and manufacturing slowdowns are wreaking havoc on the domestic supply chain and disrupting commerce across multiple industries. The Impact on Contact Centers.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

ShepHyken

MARCH 12, 2021

Consumer interactions have changed as well. Ever since technology has become a part of remote selling, consumer interactions have witnessed a massive disruption. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. Most employees have moved to the work-from-home set-up.

B2B 362

B2B Journey mapping B2C Telecommunications 362

ShepHyken

FEBRUARY 24, 2020

Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. While you may or may not be a retailer, the thinking behind their customer-focused solutions is something everyone should study. My Comment: What drives loyalty?

Customer Service 263

Customer Service Benchmark Marketing Customer Experience 263

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. My Comment: As customers move to accepting the digital experience – and expecting the companies and brands they do business with to provide a good experience – it’s important to understand what customers want.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

Lumoa

MAY 19, 2022

Online shopping has become the norm across a wide range of industries and this practice is still on the rise. Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source.

Feedback 83

Feedback Sales Customer Experience Accountability 83

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.) email, chat, live, social, etc.)

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Anexa BPO

APRIL 22, 2023

As with every other industry, the US retail pharmacy sector has been deeply impacted by changing consumer trends. With about 1/3 of the market share, retail chains represent the major component of the retail pharmacy group, dispensing approximately 138,000 annual prescriptions.

outsourcing 52

outsourcing Customer centricity Sales Customer Service 52

Beyond Philosophy

AUGUST 10, 2016

There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service.

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

OCTOBER 23, 2017

Retail Customer Experience) If service was an impulse encounter, what would be its features? Why personalization is key for retail customer experiences by Jim Dicso. It’s not just for retail, but all industries. Study: Consumers rate privacy, transparency, and trust over customer service by Andrew Birmingham.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185