Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. This post is all about exploring what ecommerce customer experience is, why it is important, and how you can enhance it to boost your business. What is Ecommerce Customer Experience?

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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. What is Customer Retention?

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

Alida

OCTOBER 5, 2017

If you want to create a successful customer experience (CX) ecosystem, someone needs to take charge. Joint research released by CMO Council, SAP Hybris and SellingPower magazine suggests it’s sales and marketing who should take joint command. While both sales and marketing are laser-focused on growth, they are not on the same page.

Sales 140

Sales Marketing E Commerce Magazine 140

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. What is AI in CX?

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. What is a Customer Feedback Questionnaire? Why is Asking the Right Customer Feedback Questions Important?

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

NOVEMBER 18, 2024

To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

JANUARY 12, 2024

One of the primary reasons conversation intelligence is crucial lies in its ability to enhance the customer experience. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This optimization leads to increased customer satisfaction and loyalty.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

Experience Investigators by 360Connext

OCTOBER 31, 2014

They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. With some word craftiness, you can create impactful CTAs that won’t scare customers away. How can you leverage your customers’ fears to increase conversions? Here’s how you can do the same!

2013 197

2013 E-support 2014 Social Media 197

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

Kustomer

AUGUST 24, 2021

The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. Reduce customer churn.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale. .

Customer Service 136

Customer Service E-support Customers Sales 136

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Alida

OCTOBER 27, 2017

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. This slight uptick is despite the growth and convenience of e-commerce. Customers enjoy coming to the store to engage with baristas but also want convenience that mobile supports, he said, and the human connection is the most important ingredient.

Retail 154

Retail E Commerce E-support Entertainment 154

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? What is Customer Experience Improvement? The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Social Media NPS 195

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Contact centres have been at the forefront of advancements in customer-facing communication technology.

E-support 149

E-support Omnichannel Competitive Advantage Customer Centricity 149

TechSee

JANUARY 8, 2019

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations. Often, the greatest challenge is simply understanding the customer’s issue in the first place.

Engagement 167

Engagement E Commerce Download E-support 167

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. It can make your company a truly customer-centric organization.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Alida

DECEMBER 22, 2016

Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start.

2017 0

2017 E Commerce 2016 Social Media 0

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service.

E Commerce 164

E Commerce E-support Sales Fashion 164

Retently

NOVEMBER 29, 2024

Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business. Here’s the thing: customers rarely tell you outright what they thought during those crucial first moments. This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement.

Events 147

Events Feedback Interaction E-support 147

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. Think of AI instead as IA, or intelligent assistant.

E Commerce 132

E Commerce E-support Omnichannel B2C 132

Kustomer

JUNE 8, 2021

The world is rapidly changing and that’s good news for businesses in the e-commerce space. This means it’s more crucial than ever to focus on the e-commerce customer service experience. These new statistics mean there’s a lot of room for growth in the e-commerce sector. What Is E-Commerce Customer Service?

E Commerce 100

E Commerce Customer Service E-support Document 100

ProProfs Chat

MARCH 13, 2020

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. Omnichannel customer experience is the outcome of customer-centricity.

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Social Media 137

Social Media Brands Customer Service E Commerce 137

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

2021 124

2021 Customer Experience E-support Omnichannel 124

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? Consider incorporating support services as a solution! 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. Additionally, 79% of them find phone support satisfying.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

ChurnZero

JANUARY 3, 2023

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. Here’s the usual story: Company prides itself on being “sales driven.” Sales got the revenue credited to their numbers.

Sales 98

Sales Financial E-support Customer Success 98

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. What is Conversational AI?

E Commerce 119

E Commerce E-support Banking ROI 119

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

TechSee

OCTOBER 19, 2021

retail sales – in 2020. For every $1 billion in sales, the average retailer incurs $106 million in merchandise returns. Every step in the return process, from return merchandise authorization (RMA) to shipping and receiving, processing, asset recovery, and disposal, adds another cost that further cuts into product sales revenue.

E Commerce 124

E Commerce White Paper E-support Retail 124

Retently

MARCH 10, 2022

It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer. Customer Success and Churn. Indeed, within these four stages lies a full 53% of all causes of customer churn.

E-support 148

E-support Poor Customer Service Customer Success Customers 148