Retail TouchPoints

JULY 25, 2024

According to a study commissioned by AI voice solution Tenyx and conducted by Centiment, seven out of every 10 consumers are frustrated with current virtual agents, and 55% of respondents said they would either stop doing business or go with a different company if faced with the automated customer service technologies in use today.

Customer Retention 337

Customer Retention Customer Technology Consumer 337

Forrester eCommerce

MAY 14, 2024

One of my sessions introduced the Forrester Customer-Led Sales Growth Model, which was a perfect way to summarize my views on […] Last week I presented at my 10th, and final, Forrester B2B Summit North America. I say final not because the event is ending, but because I’m retiring from Forrester in June of this year.

B2B 273

B2B Customer Presentation Events 273

Groove

AUGUST 9, 2024

Although global product feeds have several benefits, many of our clients were looking for more customization. From promotional landing pages to unique groupings, custom product feeds can help clients reach specific audiences on unique pages across their sites. How Does It Work?

BigCommerce 309

BigCommerce Customer Information Other 309

Forrester eCommerce

OCTOBER 9, 2024

Nearly all CX measurement and VoC efforts use customer surveys. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers. They arise when surveys: Squander customers’ […] But your surveys are costlier than you think.

Customer 195

Customer 195

Forrester eCommerce

FEBRUARY 28, 2024

Today, customer success platform vendors Totango and Catalyst announced their intention to merge. This is perhaps the start of an acquisition trend that Forrester predicted last year.

Customer 394

Customer Marketing B2B Customer Experience 394

Retail TouchPoints

SEPTEMBER 24, 2024

Through the remainder of 2024 and into 2025, Kay Jewelers plans to enhance its retail store design and customer experience. That authenticity and rawness are the elements that Kay is celebrating in our brand evolution.

Jewelry 282

Jewelry Customer Customer Experience Operations 282

Retail TouchPoints

SEPTEMBER 17, 2024

Customers will now be able to earn Stitch Fix credit for “gently worn” apparel items they give back to the brand via ThredUp ’s Resale-as-a-Service (RaaS) functionality. Earlier this month , Stitch Fix reimagined its brand and customer experience following several years of weak sales and a shrinking customer base.

Shipping Labels 284

Shipping Labels Customer Merchant Services Accessories 284

Retail TouchPoints

OCTOBER 16, 2024

As commercial real estate costs rise and ecommerce continues to challenge physical retail stores, it is increasingly important to invest in thoughtful custom lighting designs. Bright, warm lighting is often used to create an inviting atmosphere, encouraging customers to linger and explore.

Customer 229

Customer Retail Leisure Consumer 229

Forrester eCommerce

MAY 20, 2024

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

Customer Experience 448

Customer Experience Customer Financial Services Banking 448

Forrester eCommerce

OCTOBER 8, 2024

The Forrester State of Customer Obsession 2024 survey data shows a common thread among B2B companies that reach the highest level of customer obsession. They commit to putting the vision into action, and never stop.

B2B 221

B2B Customer Customer Experience Marketing 221

Forrester eCommerce

MARCH 31, 2023

Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

Customer 369

Customer Operations Customer Experience 369

Retail TouchPoints

SEPTEMBER 12, 2024

Associated Food Stores (AFS), a wholesaler and cooperative serving nearly 450 supermarkets in the Intermountain West region, has adopted customer engagement, personalization and analytics solutions from Birdzi. Additionally, the Birdzi analytics suite can provide customer behavior and campaign performance insights.

Customer 267

Customer POS Operations Marketing 267

Retail TouchPoints

SEPTEMBER 11, 2024

Analyzing customer data to predict future purchases can be hard. And it doesn’t help that most companies focus far too often on preference data to anticipate what customers will want next. They analyze their custom-made dashboards, seeking insights that will drive purchase behavior. They talk about hyperpersonalization.

Customer 252

Customer Shopping Carts Social Media Customer Loyalty 252

Groove

JUNE 17, 2024

Developers can find this tool within a Code Editor to add more advanced customizations and features. As a HubSpot Diamond Agency Partner , our development team has helped multiple clients create custom COS templates for their brands. Adding Tokens & Tags What are tokens and tags, you ask?

Customer 306

Customer Reference Document Blog 306

Forrester eCommerce

AUGUST 19, 2024

When successful customers share their experience with your company, they support your brand, reach, and reputation. To ensure those successful customers are ready, willing, and able to provide references and success stories to support your brand, invest in strategic customer advocacy.

Customer 259

Customer Reference Customer Experience B2B 259

Retail TouchPoints

SEPTEMBER 9, 2024

Brands constantly fight for customer attention, loyalty, and ultimately a slice of their wallets. From Bland to Captivating: The Allure of Gamification Imagine a customer walking into your store, not just browsing products but actively engaging with your brand through a fun, interactive experience.

Customer 257

Customer Retail Social Media Games 257

Forrester eCommerce

SEPTEMBER 30, 2024

AI and genAI technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. Once again, the banking industry is on the cusp of transformative changes.

Banking 259

Banking Customer Technology Financial Services 259

Forrester eCommerce

NOVEMBER 7, 2023

In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. “Do more with less.” But it isn’t so much about doing more with less: It’s about shifting the perspective on how to provide value to […]

Customer 395

Customer 395

Forrester eCommerce

JULY 28, 2024

Erfahren Sie, warum die Vermengung von Customer Journeys mit Lebenszyklen, Prozessen oder Kampagnen Ihr Unternehmen daran hindert, die Kundenperspektive zu verstehen, die Erfahrungen Ihrer Kunden verschlechtert und den Erfolg Ihres Unternehmens untergräbt.

Customer 243

Customer Customer Experience 243

Forrester eCommerce

OCTOBER 30, 2023

Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Yeah, me neither.

Customer 444

Customer B2B Operations Marketing 444

Forrester eCommerce

OCTOBER 4, 2024

According to Forrester’s State Of Customer Obsession Survey, 2024, 83% of B2B decision-makers set meeting commercial growth targets as a top priority. In the competitive B2B landscape, above-average growth is a common ambition, yet many businesses fail to achieve this objective. The underlying issue?

B2B 243

B2B Customer Management Marketing 243

Retail TouchPoints

AUGUST 1, 2024

Listening to our customer and inspiring her with everyday essentials and must-have items of the season is at the core of everything we do,” said Bonita Price, SVP of Merchandising at Family Dollar in a statement. Parent company Dollar Tree has had concerns about the performance and future of the Family Dollar banner for several months.

Customer 261

Customer Other Retail Customer Experience 261

Forrester eCommerce

SEPTEMBER 17, 2024

You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, CX pros need to temper their expectations.

Management 259

Management Customer Customer Experience B2C 259

Retail TouchPoints

JULY 19, 2024

“We see an opportunity to disrupt a traditional process to deliver unique value to both merchants and customers,” said Katie Pridham, Chief Commercial Officer at Reshop in a statement. With Reshop, customers can receive instant refunds — offering them greater flexibility, control and confidence to shop again right away.

Merchant Services 255

Merchant Services Customer Payment Services Fashion 255

Forrester eCommerce

SEPTEMBER 13, 2023

During my freshman year of college, I took a required seminar on Western civilization. Having only attended public school with traditional instruction formats, I was confused and then deeply concerned by sitting around a table with 12 classmates and the professor, discussing the classic books assigned.

Seminar 447

Seminar Customer Books Marketing 447

Forrester eCommerce

JUNE 18, 2024

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

Customer Experience 345

Customer Experience Customer Customer Loyalty Consumer 345

Retail TouchPoints

SEPTEMBER 3, 2024

Watchmaker Fossil Group ’s Canadian subsidiary has boosted its online sales volume, including a 14% increase in revenue per site visit, by leveraging an AI-powered solution that analyzes and predicts customer behaviors. The Metrical solution uses customer insights to offer targeted incentives designed to help convert visitors into customers.

Customer 270

Customer Shipping eCommerce Retail 270

Forrester eCommerce

JUNE 17, 2024

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

Customer Experience 387

Customer Experience Customer Consumer Customer Loyalty 387

Forrester eCommerce

FEBRUARY 24, 2021

Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty. We can measure this.

Customer Experience 517

Customer Experience Customer 517

Forrester eCommerce

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

Customer 243

Customer Customer Loyalty Customer Experience B2C 243