Steven Van Belleghem

MAY 9, 2021

American grocery store chain Trader Joe’s is an incredible example of a company where a fantastic employee experience results in a stunning customer experience. They offer fantastic benefits and growth opportunities to team member and truly empower them to offer warm, personal and one of a kind experiences to customers.

Customer Experience 104

Customer Experience Artificial Intelligence Social Media Finance 104

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. A clean and clear process for evaluating and understanding what customers need and value in improved or redesigned experiences.

Customer Experience 101

Customer Experience Finance Innovation CX 101

SurveySensum

JULY 19, 2023

According to a new Forbes Insights and Arm Treasure Data survey of more than 1000 customers worldwide, 74% of customers said they are likely to buy from brands based on experience alone. This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth.

Retail 40

Retail Customer Experience Social Media Customer Feedback 40

Steven Van Belleghem

MARCH 23, 2022

More and more organizations are building their services around the customer, actually going to them. Peloton customers have a personal virtual trainer, a personal regime and they can work out together with others, all that from the comfort of their own home. Groceries to the home. You can have this experience wherever you are.

Retail 120

Retail Healthcare Start-ups CX 120

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumers describing both their experiences with and their loyalty to different companies. Grocery stores have the highest potential.

Net Promoter Score 68

Net Promoter Score Customer Experience CX NPS 68

Kerry Bodine

MAY 11, 2020

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. What parts of your experience can or should stay the same? How have our competitors’ experiences changed?

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Discount retailers are partly to blame, but the real culprit is the internet. Increasingly, malls include destinations like grocery stores and gyms. It’s all about expectations.

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Fonolo

JANUARY 17, 2019

At a healthy 75 years’ old, the Scandinavian born-and-bred brand has well surpassed middle-age and earned its place among retail royalty, continuing to thrive and expand its utilitarian-while-whimsical offerings into the online world. Customers value how immersive this approach is: We love the catalog and cafeteria.

Customer Experience 111

Customer Experience Contact Center Social Media Retail 111

Beyond Philosophy

JUNE 26, 2017

The past week has been headline after headline of the changes in the retail landscape. Retail shopping must rally itself or retail shopping as we know it could be gone forever. Per the BBC, Amazon has wanted to get into the grocery business for some time now, and this purchase could be game-changing for the grocery industry.

Retail 122

Retail E-commerce Sales Gaming 122

Steven Van Belleghem

SEPTEMBER 29, 2021

Predicting and managing the supply chain in the most accurate and efficient of manners, became an enormous asset to offer the best customer experience in the COVID-19 era. And so the retail giant has successfully invested a lot in creating an intelligent flow in a fully integrated data system. Follow the data.

CX 123

CX Healthcare Retail Innovation 123

Beyond Philosophy

JUNE 18, 2021

There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” For example, in a grocery store, you might have reduced the price of your product, and it affected sales. Retailers can have that general price impression, too.

Retail 89

Retail Sales Manufacturing CX 89

Beyond Philosophy

NOVEMBER 3, 2014

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. Often seen as a drawback for online retailers, delivery times are a critical marketing area of opportunity for companies whose business model shuns the brick and mortar business model. So why not grocery?

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. With everyday things like grocery store trips, I’m driven more by habit, convenience, and weekly specials. Customer loyalty is a bit different.

Data Mining 138

Data Mining Customer Loyalty Retail Education 138

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions.

E-commerce 115

E-commerce Sales Social Media CX 115

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. billion in 2022 and is projected to grow from $6.47

Customer Loyalty 52

Customer Loyalty Retail Customer Feedback Text Analytics 52

Beyond Philosophy

SEPTEMBER 4, 2017

I’m ordinarily skeptical of technology as a solution to customer experience problems. A customer’s experience is largely made up of subconscious and emotional factors – what we call the “ Emotional Signature.” Commentators have described it as an experience you don’t want to repeat. Low Prices, Terrible CX.

Retail 158

Retail Technology Technology Customer Experience 158

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. Today, customer experience is perhaps the most important aspect for any business to succeed. It was not too long ago when businesses claimed that the key to winning customers is in the product or service they deliver. But, today things have changed.

E-commerce 52

E-commerce Customer Experience Touchpoint Retail 52

Shep Hyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 69

Customer Service Social Media Retail Customer Loyalty 69

Beyond Philosophy

SEPTEMBER 7, 2016

In late August, Apple announced that the word “store” would be removed from the name of its retail locations. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. The Core of Apple Retail Experience Challenges. A Bad Year for the iPhone? It’s also psychology.

Retail 0

Retail CX Sales Customer Experience 0

Zendesk

FEBRUARY 16, 2021

Stuck at home, consumers increasingly turned to online solutions—think: digital banking, on-demand food and grocery delivery apps, online shopping, telehealth, and more. Flexible and personalized digital customer experiences became more important than ever before. Businesses had to up their game. Jump to: Financial Services.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Beyond Philosophy

FEBRUARY 5, 2018

Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns. Ordinarily, anything that eliminates a pain point is a step in the right direction as far as the customer’s experience is concerned.

Machine Learning 100

Machine Learning Technology Technology Retail 100

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. CEOs are not doing anything about their stated concerns of building customer-centered experiences.

Gaming 114

Gaming Hospitality Hospitality Retail 114

Beyond Philosophy

APRIL 30, 2020

We discussed how these times affect our behavior on a recent podcast , and not just as customers. The reason I thought of Maslow in the first place was the behavior I saw at the grocery store. In experiments, researchers show people Black Friday ads, which are usually “Scarcity Ads.” We are, as they say, in this together.

Healthcare 162

Healthcare Retail CX Customer Experience 162

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

Sales 111

Sales Retail Touchpoint Customer Experience 111

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. On the days when the store played French music, about 80% of Customers bought French wines.

Retail 111

Retail Gaming CX Sales 111

MattsenKumar

JUNE 23, 2021

Rapidly changing customer preferences is helping entrepreneurs build influential products and scale them readily. By rendering all prevalent challenges obsolete, the industry will be able to outright retail pharmacy and become the mainstream mode of procurement. Inform users about expiring prescriptions and need to revisit a doctor.

E-commerce 52

E-commerce Transportation B2C Retail 52

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Having the right research to back your strategic decision making will keep your operations alert, competitive, and of course, customer-oriented. Need groceries?

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Steven Van Belleghem

JUNE 16, 2020

This has been a challenge for retail, but it is just as much an opportunity, with the statistics to prove it. One of the great things of our conversation was how Jon clustered the insights and opportunities in retail into three recognizable areas: the hands, heads and hearts of retail.

Retail 52

Retail E-commerce Start-ups Technology 52

Beyond Philosophy

JULY 25, 2016

Smells can have a dramatic impact on customers – luring them in and tempting them to purchase, or driving them away. Because smells send signals directly to our brains, they can strongly influence customers’ subconscious behavior. Good smells – like the ones at Cinnabon – entice customers and keep them coming back.

CX 121

CX Retail Customer Experience 121

Beyond Philosophy

DECEMBER 17, 2015

Do you have loyal Customers or do your Customers buy from habit? Mistaking Customers’ habit for loyalty is a common mistake to make. Many organizations think their Customers are loyal only to find out later they are not, typically after they lose them to a competitor. Customers have habits, and habits can be broken.

Retail 79

Retail Social Media Customer Loyalty Sales 79

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Better for me, and better for Wegmans.

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience? We’re happy to call around and find grocery stores stocked with what you need. Mark Sanborn.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Legal 129

Legal Transportation Retail Customer Experience 129

ClearAction

FEBRUARY 14, 2015

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege?

Customer Experience 88

Customer Experience Finance Customer Experience Management Invoicing 88

Zendesk

MAY 12, 2022

Wine.com is the nation’s leading online wine retailer, earning $355 million in revenue during 2021. In fact, Wine.com features live chat sommeliers—wine experts with years of experience—alongside its customer support agents to help visitors make wine selections. The more wines, the merrier. Agents, not wine, drive satisfaction.

Net Promoter Score 52

Net Promoter Score CX Transportation Retail 52

Fonolo

SEPTEMBER 17, 2019

For me, the soul of pre-21st Century customer service can be captured in three poignant words: “Are you free?”. These immortal customer service dew-drops I heard echoed many times via the television set on the Saturday nights of my youth when PBS would play Are You Being Served? as part of its BBC comedy lineup. Are you free?”

Customer Service 52

Customer Service E-commerce Retail Technology 52

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153