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.

Retail 142

Retail Customer Experience CX 142

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service E-commerce Social Media 52

Execs In The Know

OCTOBER 10, 2022

Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. In modern customer service landscapes, marketing and customer contact channels overlap.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Steven Van Belleghem

MARCH 27, 2023

So when Weiss founded direct-to-consumer makeup and skincare brand Glossier, it already had a cult-like following from her blog. The reason why Glossier is so extremely successful is because of its die-hard customer first culture and that’s why I wanted tell you about them. million in Series A funding.

CX 120

CX Social Media Customer Relationship Customer Feedback 120

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Retail 167

Retail Customer Satisfaction CX Customer Experience 167

SurveySensum

JUNE 1, 2023

Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Strategies to Improve NPS in Retail Conclusion What is an NPS Score?

NPS 52

NPS Retail Net Promoter Score Customer Loyalty 52

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

ProProfs

JULY 16, 2021

75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. Whether you own an online retail store or a brick-and-mortar, it always makes a difference to train your employees in their trade. What Is Retail Sales Training? Did you know? Let me elaborate.

Retail 52

Retail Sales Start-ups Customer Service 52

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Nordstrom department stores, renowned for their devotion to customer service, provide an exemplary Customer Experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The article shares the top 30 retailers.

Social Media 74

Social Media Customer Service VOC Retail 74

Zendesk

JULY 12, 2023

Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks.

AI 52

AI ML Artificial Intelligence Machine Learning 52

Execs In The Know

AUGUST 25, 2022

PHOENIX, ARIZONA, US, (PRWEB) AUGUST 25, 2022 – Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of CX Viewpoints: Insurance — A Survey of Retail Customers of Insurance Products.

CX 45

CX Retail Engineering Technology 45

Beyond Philosophy

NOVEMBER 21, 2017

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. Retailers drop their prices to bring more shoppers into their stores.

Retail 124

Retail Sales Gaming Customer Loyalty 124

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 40

Retail Customer Service E-commerce Social Media 40

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Journey Map 153

Customer Journey Map Retail Customer Experience Management Customer Experience 153

Beyond Philosophy

DECEMBER 19, 2016

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million.

Sales 141

Sales Retail Customer Loyalty Education 141

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. What do I mean by irrational behavior? Ze Frank has this to say about being human.

CEM 166

CEM Customer Experience Management Retail Customer Retention 166

Execs In The Know

FEBRUARY 17, 2023

Social media has been around for almost two decades, with 75% of the world’s population ( ages 13+) now actively engaged in an ever-evolving online community of networks and algorithms. This is unfortunate because the less internal communication and collaboration between the two often results in more customer friction.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. Why is it a big surprise when customers use abusive tactics to get what they want? Customers expectations are changing too. .

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

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. The move to renovate the retail experience is well-timed.

Retail 0

Retail CX Sales Customer Experience 0

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Retail 160

Retail Customer Satisfaction Customer Loyalty Net Promoter Score 160

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.

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

Retail 142

Retail Customer Experience CX Customer Satisfaction 142

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Beyond Philosophy

NOVEMBER 17, 2015

A great new retail strategy. The associates (muses) are tasked with not just “making the sale,” but first and foremost to engage with the Customer. In other words, the muses must determine how the Customer wants the experience to go that day, and then deliver that version of it. Something else they have?

Retail 127

Retail Sales Customer Experience CX 127

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.” Lorraine and I usually spend the ride home bemoaning the abysmal customer experience. We now buy our milk at the shop.

Retail 158

Retail Technology Technology Customer Experience 158

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Beyond Philosophy

NOVEMBER 29, 2014

to boycott Black Thursday, retailers have to make a choice whether to embrace or buck the trend of “Black Thursday.” Other retailers responded to the controversial trend by announcing they would honor their employee’s holiday and stay closed. It appears that the same arguments between retailers exist.

Social Media 117

Social Media Retail Sports Gaming 117

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. What about Call to Action in the Retail Experience? The Consequence of Choice. Choices have consequences both good and bad.

CEM 121

CEM Retail Customer Retention Customer Satisfaction 121

Provide Support

DECEMBER 17, 2018

No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. Published in Provide Support Blog , 2018. Read more. © 2003 - 2017 Provide Support LLC.

E-commerce 49

E-commerce Retail Customer Service 49

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Because when you are satisfied, you are more engaged, productive, and likely to contribute meaningfully to the organization’s goals.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Execs In The Know

OCTOBER 6, 2022

With this already massive and increasing spending by consumers, global brands will need to ensure they have the proper resources to support increased customer volume. Before we dive in, let’s take a look at how companies are managing their customer support operations today and how it compares to how customers want to be supported. .

Retail 52

Retail E-commerce Contact Center Social Media 52

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. Q: Are products secondary to service?

Customer Experience 111

Customer Experience Retail Touchpoint 111

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126