Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 262

Shipping Costs Customer Experience Supplies Improvements 262

Groove

NOVEMBER 12, 2020

Make a great first impression and create a positive experience for your customers by catering to their unique needs. In this blog, we're sharing 5 tips on how to improve customer experience and turn existing customers into repeat purchasers. How To Improve Customer Experience: 5 Tips. Conclusion.

Customer Experience 249

Customer Experience Improvements Customer Social Media 249

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Optimizely

NOVEMBER 22, 2018

Instead, you need to focus on offering something Amazon can’t : Create a unique customer experience –– on your website and in your marketing communications. In fact, 97% of retailers offer discounts, according to one survey. It’s both a bad customer experience and a bad look for your brand. So stop trying.

Customer Loyalty 246

Customer Loyalty Customer Shipping Costs eCommerce 246

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 263

Consumer Supplies Fulfillment Technology 263

365 Retail

JUNE 5, 2024

In such a landscape, building strong customer loyalty is a necessity for retail businesses, and one of the most effective tactics they should have in their marketing toolkit is loyalty programs. What is a customer loyalty program? Both brands are incredible case studies when it comes to fostering customer loyalty.

Customer Loyalty 52

Customer Loyalty Customer Retail Customer Retention 52

Wiser

SEPTEMBER 27, 2023

Customer satisfaction surveys are an invaluable tool for businesses seeking to improve their performance and stay ahead of the curve in an increasingly competitive market landscape. These surveys provide direct insights from the very people who matter most—customers. Surveys are not just questionnaires.

Customer 146

Customer Retail Customer Retention Improvements 146

Smile.io

NOVEMBER 15, 2023

Loyal customers are the ones who eagerly await every product release you announce and shout your brand from the rooftops. But what exactly is customer loyalty? We’re going back to basics in this post to learn what customer loyalty is.   Table of Contents  What is customer loyalty?

Customer Loyalty 62

Customer Loyalty Customer Beauty and Health Food and Beverages 62

Retail TouchPoints

DECEMBER 13, 2023

Despite the surge in online shopping, physical stores remain essential for retailers, providing a space for customers to interact with products and build deeper brand connections. A well-designed store can create a memorable brand experience that strengthens customer loyalty.

Retail 310

Retail Customer Loyalty Social Media POS 310

RTP blog

SEPTEMBER 10, 2018

By Aaron Roy, Bond Any retailer knows the importance of customer loyalty. According to recent research from EY , almost nine out of 10 retailers believe a loyalty strategy is key to their business success. So, how can retailers tap into their customers’ emotion? It makes sense, too.

Customer Loyalty 150

Customer Loyalty Customer Retail Shipping Costs 150

RTP blog

SEPTEMBER 17, 2018

According to a study by Bond Brand Loyalty, the average customer belongs to more than 14 loyalty programs; however, they are only active in about half of them. The lack of activity indicates that brands struggle to remain relevant with the customers that have opted into their loyalty program.

Customer Loyalty 150

Customer Loyalty Customer Customer Data Marketing 150

Retail TouchPoints

MARCH 11, 2024

While various surveys have indicated that consumers are less loyal to brands and retailers than ever, the KCI found that consumers are starving for the community and connection that comes with belonging to a fandom.

Social Media 262

Social Media Consumer Reference Definition 262

Retail TouchPoints

AUGUST 7, 2020

However, other potentially even more significant trendlines show fundamental changes in consumers’ decision-making process related to picking brands and demonstrating customer loyalty. The survey of 809 U.S. Several studies have documented a dramatic shift in spending from physical stores to online.

Consumer 301

Consumer Retail Merchant Services Document 301

Forrester eCommerce

JUNE 3, 2024

Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.

Banking 243

Banking Customer Experience Customer Financial Services 243

Retail TouchPoints

AUGUST 30, 2023

based survey conducted by Dynata. With customer behaviors and expectations changing so rapidly, it’s difficult to pinpoint what truly drives this lack of brand love and loyalty. Conversely, 20% of executives thought “community belonging” was a critical loyalty driver, while only 8% of consumers said the same.

Customer Loyalty 263

Customer Loyalty Retail Shipping Costs Financial Services 263

lateshipment

FEBRUARY 14, 2020

Hence the need for Delivery Experience Management (DEM). What is Delivery Experience Management? Organizationally Delivery Experience Management (DEM) sits at the very intersection of onsite customer experience, post-purchase customer experience, and last-mile order fulfillment. . It’s that simple!

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 293

Customer Experience Recommendation Consumer Customer 293

365 Retail

OCTOBER 30, 2023

In an era marked by financial caution, the dynamics of shopper loyalty are shifting, particularly in light of the ongoing cost-of-living crisis. This means businesses need to look after their customers better than ever. Almost half (49%) shop with community benefits in mind, while 48% are keen to support their local business owners.

Small Business Retail 109

Small Business Retail Shipping Costs Customer Experience Customer 109

lateshipment

APRIL 2, 2021

Let’s not waste any more time and dive right into the eCommerce trends for 2021 and how they can help you improve your online business in terms of sales, CX, and customer loyalty – to thrive in 2021! . That gives businesses of today, all the more reason to invest in great customer service to remain competitive.

Customer Loyalty 130

Customer Loyalty eCommerce Customer Shipping Costs 130

Retail TouchPoints

MAY 29, 2023

But with 73% of consumers saying that “a good experience is key in influencing their brand loyalties,” according to PwC , there has never been a better time for brands to relook at their processes, upgrade their antiquated technology and find a new solution that delivers a fair experience to sustain customer loyalty.

Customer Loyalty 276

Customer Loyalty Customer Experience Payment Services Social Media 276

Retail TouchPoints

JUNE 13, 2024

The convenience and immediacy it offered set a new standard in the retail alcohol market — particularly during the pandemic — offering quick, seamless and safe purchasing experiences. Here are three key steps grocers can take to regain customer loyalty and strengthen their position in the market.

Food and Beverages 251

Food and Beverages Marketing Mobile Customer Loyalty 251

iVend

SEPTEMBER 14, 2021

The growth in ecommerce solutions also leads to an increase in returns – and retailers’ returns processes are now a key element in creating a positive customer experience and protecting revenue. iVend Digital Commerce iVend Digital Commerce helps retailers create a great customer experience.

Customer Experience 98

Customer Experience Customer Customer Loyalty eCommerce 98

Retail TouchPoints

SEPTEMBER 9, 2022

Corporate executives are prioritizing digital transformation — even ahead of tackling market and economic instability and accelerating growth for their businesses, according to a new survey conducted by Decentralization Deciphered (D2), a subsidiary of Emerald Holding, Inc. The rapid emergence and dominance of Web 3.0

Customer Loyalty 298

Customer Loyalty Consumer Goods Customer Experience Technology 298

Retail TouchPoints

JULY 19, 2024

The rise in delivery volume coincided with the relentless barrage of unwanted robocalls and robotexts – many launched by bad actors spoofing legitimate retail companies to swindle money and personal information from their customers. Focus Outbound CX on Regaining Customer Trust Consumer trust has always been tied to the customer experience.

Payment Services 255

Payment Services Operations Retail Customer Experience 255

Kibo

AUGUST 3, 2022

And a Kibo survey of over 1,000 adults across the US found that 36% of consumers already have a product subscription. Kibo Subscriptions Management will help retailers drive sales and customer loyalty with ongoing, recurring orders. We’ll also share the results of our State of Product Subscriptions survey in this blog.

Subscription 62

Subscription Beauty and Health Food and Beverages Customer Loyalty 62

Retail TouchPoints

AUGUST 19, 2024

This can be done through the effective use of granular data, which will in turn help retailers maintain customer loyalty and keep their revenues steadier, regardless of fluctuations in national consumer spending rates. Privacy and customer satisfaction are now closely intertwined.

Retail 304

Retail Customer Loyalty Consumer Social Media 304

Retail TouchPoints

OCTOBER 16, 2023

By leveraging the quiz format creatively, brands can transform casual browsers into engaged participants, resulting in a win-win situation where customers feel heard and understood, and brands gain actionable insights for targeted marketing endeavors. Amplify insights through targeted surveys.

Social Media 276

Social Media Consumer Information Marketing 276

RTP blog

APRIL 9, 2018

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Defining what it means to provide the white glove treatment — and proving that it equates to a fiercely loyal customer base — businesses have always looked to them for strategies to enhance the customer experience.

Customer Experience 150

Customer Experience Customer Omnichannel eCommerce 150

Forrester eCommerce

JANUARY 30, 2023

When I first joined Forrester, I looked at the results from our annual Customer Experience Benchmark Surveys and saw that three customer service drivers kept coming up as some of the most influential drivers in a customer’s perception of CX quality: Did the agent answer all of my questions?

Customer Experience 195

Customer Experience Customer Customer Loyalty Omnichannel 195

Retail TouchPoints

NOVEMBER 14, 2022

Competitive pricing is a key strategy to build customer loyalty and increase sales. By using AI to calculate prices based on market demand and other market conditions, you can ensure that you’re offering the best value to your customers. This can help improve customer loyalty and help you stand out from competitors.

Customer Loyalty 356

Customer Loyalty Operations Improvements Customer Experience 356

Retail TouchPoints

SEPTEMBER 11, 2023

As the name implies, experiential retail initiatives aim to turn a transaction into an experience for the customer. The goal is to improve engagement, customer loyalty and the bottom line. To truly bring immersive experiences to life, retailers need to examine their tech stack closely.

Technology 261

Technology Point of Sale Customer Experience Customer Loyalty 261

Retail TouchPoints

JULY 12, 2023

A survey from this year’s World Retail Congress suggests that the uncertain times aren’t over for the industry. The survey also found that less than 13% of retail organizations are investing in technology to tackle these challenges, instead remaining focused on short-term fixes like increasing prices and running marketing campaigns.

Payment Services 244

Payment Services Retail Point of Sale Supplies 244

Retail TouchPoints

DECEMBER 26, 2023

This insight takes center stage in our Baby Boomers & e-commerce: Understanding Generational Sentiment study, a survey of more than 1,000 consumers. It explores the distinct expectations of baby boomer consumers, including the significant influence of visual content on their shopping experience.

eCommerce 267

eCommerce Customer Loyalty Mobile Consumer 267

Retail TouchPoints

MARCH 13, 2023

What a difference a year makes: 12 months ago, Mirakl released the first edition of its consumer survey of 10,000 shoppers around the globe, The State of Online Marketplace Adoption. These highly valuable customers were coveted by online retailers across categories, reshaping the internet economy according to their preferences.

Retail 245

Retail Omnichannel Shopping Carts Consumer 245

Retail TouchPoints

OCTOBER 9, 2024

Survey data shows that only 20% of business leaders trust Apple’s AI solutions less than OpenAI’s. Brands that manage to strike this balance see better long-term results in terms of customer loyalty and brand perception. The Privacy Conversation For some however, these developments raise privacy concerns.

Retail 276

Retail Presentation Technology Customer Loyalty 276

Retail TouchPoints

MAY 1, 2024

Additionally, consumers look for social experiences where they can readily access and feel products with friends and family. Human-Centric Design for Customer Loyalty Winning customer loyalty starts with a human-centric design grounded in behavioral economics and analytics.

Technology 309

Technology Arts Payments Customer Loyalty 309