Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. 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. For many, the answer is found in conversational AI.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. Most importantly, this ensures customers have a great shopping experience any time they visit.

Customer Experience 272

Customer Experience Technology Enterprise Analytics 272

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

ShepHyken

JANUARY 19, 2018

This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon. Even Amazon has launched parcel lockers into the residential industry.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 273

Customer Service Education Healthcare Customer centricity 273

Beyond Philosophy

NOVEMBER 17, 2015

A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”. And that’s something that Kate Spade New York is designing their experience to do—in spades.

Sales 319

Sales Consulting Consulting Marketing 319

ShepHyken

OCTOBER 19, 2018

The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. So, how is AI changing customer experience?

Customer Service 278

Customer Service Automotive Airlines Chatbots 278

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . The post Guest Blog: Becoming a Blockbuster?

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Self service 200

Self service APIs Surveys Analytics 200

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ViiBE Blog

JUNE 2, 2021

By overlaying virtual objects and surroundings with the real world, AR revolutionizes traditional ways of doing business and transforms customer experience on both ends. How is augmented reality used in retail? What areas of retail is AR most commonly used for? AR benefits in the retail industry.

Sales 52

Sales Entertainment First call resolution Customer retention 52

Beyond Philosophy

FEBRUARY 29, 2016

Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. Customer’s behavior was altered without their knowing anything was influencing them at all.

Coaching 279

Coaching Consulting Consulting Customer Experience 279

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Is Customer Empowerment the New Customer Engagement? by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years.

Customer Service 196

Customer Service Airlines Self service Customer Experience 196

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 155

Customer Service Gamification Customer retention Customer Experience 155

ShepHyken

FEBRUARY 21, 2020

He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. They demand a seamless shopping experience to convert from a regular shopper to a loyal customer.

Sales 241

Sales Customer Experience Marketing Personalization 241

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Airlines: 73%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

Win the Customer

JUNE 13, 2023

AR is revolutionizing the retail landscape by offering customers interactive and immersive experiences that were once unimaginable. One such groundbreaking innovation, Augmented Reality (AR), is not only transforming the way we interact with the digital world but also reshaping the retail industry.

Advertising 52

Advertising Technology Personalization Marketing 52

ShepHyken

JUNE 16, 2017

Businesses can better inform, empathize, and connect with customers by speaking on the phone. Voice, the oldest channel of communication, is still the most important for customer experience. Travel is just one industry that will always use voice for customer interactions. However, machines lack softer skills.

Customer Service 211

Customer Service Self service Personalization Technology 211

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

ShepHyken

NOVEMBER 2, 2018

Chatbots have risen to prominence in almost every sector that needs to maintain a customer service front or any industry that maintains a database that would boost the customer experience if users had easy access to it. A Personalized Guide to Help Out Your Customers. Uses of Chatbots.

Chatbots 225

Chatbots Personalization Healthcare Government 225

Anexa BPO

MAY 20, 2023

A vast portion of the market is engaged in retail, which is transforming as we speak. The organizations that are poking through the pack are those that focus on the quality of their service – enter retail customer engagement. times as fast as their industry peers. Investing in AI is a must for retail brands.

outsourcing 52

outsourcing Advertising Personalization Surveys 52

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. Not sure where to begin?

Customer Service 196

Customer Service B2B B2C Personalization 196

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken.

Customer centricity 234

Customer centricity Feedback B2C Customer Experience 234

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Infinity

DECEMBER 16, 2021

For retailers, it’s been 18 months of upheaval and uncertainty. Reduced footfall, decreased budgets and lockdowns have done no favours for the industry, presenting retailers with some of their biggest challenges to date. Simply returning to pre-pandemic customer experience levels is no longer enough.

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Zappix

JANUARY 12, 2022

This blog explains how Genesys Cloud CX and the power of the Zappix Visual IVR solution make the entire customer experience fluid and seamless. In a recent episode of “Customer Experience Insights,” Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows.

Interactive Voice Response 52

Interactive Voice Response Customer Experience 52

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 176

Customer Service Customer centricity Customer Experience Sales 176

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Customer Experience 94

Customer Experience Contact Center Customer Service 94

ShepHyken

JUNE 1, 2018

Unlike a retail store, it is hard to build a rapport with visitors through an online platform. You can put a customer’s skeptical outlook at bay by having a direct conversation through the tool. Increases Customer Satisfaction Ratings. Strengthens A Buyer’s Trust. But with a live chat software, that too is made possible.

Customer Support 259

Customer Support Sales Marketing B2B 259

Outsource Consultants

MAY 17, 2018

Optimizing your website for a mobile experience. 3 Ways Artificial Intelligence (AI) Can Improve Retail Customer Experiences. The individuals answering inbound calls for retail companies have high level of responsibility. This blog post is based on an article from CustomerThink. We can help!

Customer Experience 52

Customer Experience outsourcing Multichannel Call Center 52

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Austin Ridgeway, Director, HGS Healthcare.

Healthcare 100

Healthcare B2C Government Analytics 100

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

Customer Service 319

Customer Service B2B Journey mapping Chatbots 319

Customers That Stick

FEBRUARY 26, 2015

Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Mac > PC.

Customer Experience 164

Customer Experience Banking Customer Service Personalization 164

Calabrio

JULY 18, 2017

No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market. For some this was the last straw.

Contact Center 68

Contact Center Customer Experience Call Center Marketing 68

The Center for Client Retention

NOVEMBER 14, 2017

TCFCR’s 2018 Retail Trends is now available as a FREE eBook, which can easily be downloaded onto your computer or favorite mobile device for easy browsing ability. While 2017 was an interesting year for retail, the interesting aspects of the industry are only going to continue growing by leaps and bounds in 2018.

Technology 74

Technology Customer Experience Customer Service 74