InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. In B2B, customer support tends to be more hands-on and personalized, with dedicated account managers, CX representatives, and specialized support teams.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

MAY 31, 2022

These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction. The Product team may articulate journey points that are driven by behavior, such as feature adoption in SaaS or a purchase threshold in e-commerce.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

CSM Magazine

NOVEMBER 27, 2024

What do you think makes the difference between a loyal customer base and a one-time transaction? Yes, your product or service matters, and greatly so, but what matters equally (and sometimes even more) is the quality of your customer service. Think we’re exaggerating? How do you apply these insights to your own platform?

E Commerce 52

E Commerce Customer Service E-support Metrics 52

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Integrate Instagram. Summing Up.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Instead, many consumers do both. A survey from J.D.

Automotive 195

Automotive Customer Journey E Commerce 2022 195

Thematic

APRIL 3, 2025

AI has dramatically reduced the need for manual work like coding qualitative data , which has traditionally been one of the most time-consuming tasks in customer research. Retail & E-commerce Retailers are using customer sentiment analysis to tailor product offerings and deliver personalized marketing at scale.

Marketing 62

Marketing 2030 E Commerce Social Media 62

ShepHyken

JULY 9, 2021

When you cultivate a customer community, you will create a network of loyal fans who may refer your company to their own business associates, friends, and family members. It is a fantastic way to grow your customer base and enhance your enterprise’s success. Send a Personal Welcome.

E Commerce 144

E Commerce Social Media E-support Consulting 144

Alida

FEBRUARY 23, 2018

Apparel companies are hanging by a thread as consumers spend less money on stocking their closets , preferring to express themselves through social media rather than by what they wear and favoring weekend getaways over new clothes. Instead of looking at the customer base as monolithic group, they might want to take a page from Walmart.

Apparel 82

Apparel Retail E Commerce Fashion 82

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace.

Retail 195

Retail Customer Experience Social Media NPS 195

West Monroe

APRIL 27, 2022

What’s more, these buyers have increasingly high expectations: Recent Salesforce research found that 72% of today’s B2B buyers expect a similar experience on a B2B site as they receive on a consumer website. An effective e-commerce channel provides the foundation for doing so.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

APRIL 27, 2022

What’s more, these buyers have increasingly high expectations: Recent Salesforce research found that 72% of today’s B2B buyers expect a similar experience on a B2B site as they receive on a consumer website. An effective e-commerce channel provides the foundation for doing so.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

Thematic

OCTOBER 30, 2024

VoC analysis helps businesses identify what drives customer loyalty and satisfaction, enabling them to implement changes that resonate with their audience. By addressing issues highlighted by customers, companies can build stronger relationships, resulting in a loyal customer base that is less likely to switch to competitors.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

ShepHyken

OCTOBER 19, 2018

So, how is AI changing customer experience? There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. Customers receive far deeper personalization that they were used before. I turned to a few of my colleagues to find out. Conclusion. _.

Blog 112

Blog E Commerce Customer Service E-support 112

BirdEye

NOVEMBER 15, 2023

These reviews are prominently displayed on your Facebook Page, and they provide valuable social proof that potential customers often seek before making purchasing decisions. The platform offers a free version which allows businesses to claim their profile, respond to reviews, and get a basic understanding of customer feedback.

Retail 111

Retail Brands E Commerce Demo 111

Kustomer

APRIL 25, 2022

More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop. E-commerce.

E Commerce 89

E Commerce E-support Net Promoter Score Sports 89

CSM Magazine

JANUARY 30, 2024

In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. Take Instacart.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 One way to do this is by adding single-page or one-click checkouts to your e-commerce website. percent begin shopping before September.

E Commerce 74

E Commerce E-support Social Media Retail 74

InMoment XI

OCTOBER 4, 2024

The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. For example, you can segment customers based on shared experiences or traits. Personalize your customer interactions. Collect customer feedback at each stage of the journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

CSM Magazine

JULY 4, 2017

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. Last, always link to customer support pages and FAQs so shoppers know you’re available to answer security questions. This may address concerns before customers end up abandoning their carts.

E Commerce 40

E Commerce Retail E-support Customer Satisfaction 40

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience.

Customer Service 118

Customer Service E Commerce Effort Score E-support 118

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers.

Customer Journey 134

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 134

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. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes. Going the extra mile.

B2B 155

B2B E Commerce B2C E-support 155

CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. Aramisauto is an e-commerce expert and a vehicle refurbishing pioneer in France, providing consumers with the ability to buy refurbished used vehicles online, in-person or via telephone.

Customer Base 52

Customer Base Multi-Channel E Commerce E-support 52

Eptica

OCTOBER 28, 2016

However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line. Additionally, features such as co-browsing allow agents to show consumers how to find information or to fill in forms.

Sales 79

Sales E Commerce E-support Contact Center 79

Interactions

SEPTEMBER 10, 2020

Coming out of the holiday shopping season there was a newfound sense of optimism and the fervent belief that nothing could stop the American consumer. National Retail Federation President & CEO Matthew Shay noted back in mid-January that – before COVID-19 effectively changed the retail marketplace – “this is a consumer-driven economy.” .

E Commerce 71

E Commerce Retail Consumers Customer Care 71

CloudCherry

AUGUST 30, 2018

Use your knowledge to move forward with choices in regards to how to use your money, delivering better proactive experiences for your customers, and pivoting quickly from decisions that may be draining or detrimental to your customer base. Predict needed changes to better serve your clients.

NPS 150

NPS E Commerce Financial Contact Center 150

Kustomer

NOVEMBER 15, 2021

Where online retail and services were once considered a nice or handy shopping alternative, 2020 saw e-commerce transform into an accelerated necessity for brand and customer survival. By the end of this year, e-commerce is anticipated to account for 18% of all retail sales worldwide with that number jumping to 22% by 2023.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

Kustomer

JULY 29, 2021

As the Senior Marketing Director at Kustomer, Pam is experienced in social commerce and she spills the secrets on how to take advantage of this tool in your business. E-Commerce for the Social World. The power of social media is tremendous – everything is digitized , from friendships to commerce.

E Commerce 98

E Commerce Social Media E-support Fashion 98

CSM Magazine

JANUARY 3, 2025

Challenges Faced by Traditional Customer Support Teams Despite its importance, traditional customer support systems often struggle to meet the demands of a multilingual customer base. High Costs: Hiring and training multilingual staff is expensive and time-consuming.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Kustomer

DECEMBER 29, 2020

The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way. Changing Consumer Attitudes Means More Digital Commerce. Customers Are People Too. It’s therefore important to consider new, digital-first service options for 2021 and beyond.

2020 104

2020 E Commerce 2021 Consumers 104

PeopleMetrics

APRIL 10, 2017

Here are a few excellent strategies you can use to make loyal promoters out of your customers. Engage with Customers Online. E-commerce shouldn’t be perceived as simply selling products. Customers can buy things anywhere. Loyalty programs lead to more sales and reward customers for shopping with your business.

E Commerce 102

E Commerce Social Media Loyalty Programs Events 102

CSM Magazine

JANUARY 27, 2023

Automation of repetitive chores Automating repetitive work is one of technology’s most potential advantages for managing consumer businesses. Businesses may automate tedious processes like data entry, customer service, and inventory management using software and technology.

Consumers 52

Consumers Technology Management E Commerce 52

SurveySparrow

APRIL 28, 2023

As a business owner or marketer, it’s essential to understand the psychology behind consumer buying behavior. Understanding consumer behavior is crucial for businesses to create effective marketing strategies that appeal to potential customers and lead to increased sales.

Consumers 52

Consumers E Commerce Advertising Social Media 52

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. Staff training: The shift to a customer experience-first culture starts from the top down.

Customer Experience 93

Customer Experience E Commerce E-support Social Media 93