Hyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Here are my top five picks from last week.

Customer Retention 56

Customer Retention Customer Experience Consumer Marketing 56

Hyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Follow on Twitter: @Hyken.

Customer Experience 54

Customer Experience Planning Customer Retention Marketing 54

Retail TouchPoints

JANUARY 2, 2024

To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts ( 77% ) and loyalty program points ( 61% ), according to Retail TouchPoints research. Deloitte found that consumer interest in co-branded credit cards dropped 11% between 2022 and 2023. A major reason for this drop?

Drop-Shipping 256

Drop-Shipping Consumer Customer Retention Shipping 256

Retail TouchPoints

AUGUST 15, 2022

Results from Retail TouchPoints’ annual Customer Loyalty and Personalization Benchmark Report reaffirm that retailers are focused on building a strong foundation of first-party data to support their supply chain, in-store services, omnichannel marketing and experiential strategies. . Stand Out Beyond Free Shipping . Invest in Your People

Drop-Shipping 193

Drop-Shipping Shipping Outdoor Customer Retention 193

Hyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Who doesn’t want their customers to love them? So, what do you do to get your customers to love you?

Customer Experience 43

Customer Experience Customer Retention Consumer Shopping 43

Inside Retail

FEBRUARY 8, 2022

It’s a way for consumers to show their loved one’s admiration and gratitude on a love-filled day, yet as the global supply chain disruption lingers into 2022, consumers are becoming more reluctant in purchasing presents for this shopping event. Gifts have long since been a consumer favourite for Valentine’s Day celebrations.

Customer Retention 130

Customer Retention Customer Experience Consumer Shopping 130

Hyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Here are my top five picks from last week.

Customer Retention 63

Customer Retention Customer Experience Supermarket Marketing 63

V Count

SEPTEMBER 15, 2022

Customer retention is a critical element in creating a successful business, and as a retail store runner, you need to ensure that customers can make transactions as easy as possible. Each customer’s shopping journey is unique and each store operates differently. Best Retail-focused POS Systems in 2022.

Merchant Services 92

Merchant Services Payment Services Inventory Management Planning 92

V Count

SEPTEMBER 15, 2022

Customer retention is a critical element in creating a successful business, and as a retail store runner, you need to ensure that customers can make transactions as easy as possible. Each customer’s shopping journey is unique and each store operates differently. 8 Best Retail-Focused POS Systems for SMBs in 2022.

Merchant Services 98

Merchant Services Payment Services Inventory Management Planning 98

Hyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. That said, you’ll enjoy this author’s version of how to WOW your customers. Here are my top five picks from last week.

Customer Retention 19

Customer Retention Customer Experience Target Market Marketing 19

Hyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Retention 52

Customer Retention Customer Experience Checkout Consumer 52

Retail TouchPoints

AUGUST 28, 2023

To maximize both sales and profitability this holiday season, both retailers and brands will need to focus on customer retention and loyalty: “A lot of switching happened over the past few years, and now consumers are looking for value and quality,” said Garf.

Returns 211

Returns Fulfillment Shipping Checkout 211

Retail TouchPoints

SEPTEMBER 19, 2022

EY, formerly known as Ernst & Young, says that 57% of consumers choose a brick-and-mortar retailer predominantly based on the customer shopping experience. Every interaction holds the potential to impact overall customer satisfaction and long-term customer retention. 2021 set online sales records.

Marketing 227

Marketing Customer Retention Location Consumer 227

Inside Retail

AUGUST 9, 2023

Meanwhile, the use of returns by customers continues to grow in popularity. A report by Shipstation found that almost half of shoppers under the age of 50 had returned at least one purchase within a six-month period in 2022. Doing this can be great for customer retention and will deter fraudsters,” she said.

Returns 130

Returns Customer Retention Accounting Fashion 130

Inside Retail

JUNE 22, 2023

However, most discretionary categories have dropped significantly compared to 2022. Resilient brands emphasised their range, and considered their positioning, pricing and merchandising in order to safeguard sales, while also increasing their customer base,” Mansfield said.

Consumer 246

Consumer Customer Retention Accessories Marketing 246

Cisco Retail

JUNE 8, 2022

report, they say paying close attention to customers is a competitive advantage: customer-obsessed companies demonstrate 2.5 times better customer retention. The Customer Intelligence Trifecta. Customer-first in action. more likely to purchase from a business after a positive customer experien ce.”.

Customer Retention 92

Customer Retention Customer Experience Consumer Planning 92

Retail TouchPoints

SEPTEMBER 21, 2021

The 15 sessions covered a wide range of topics, so to make it easier to browse we’ve organized the sessions into four categories: Holiday 2021 forecasts and how best to prepare for 2022; Building loyalty with connected consumer experiences; Key ecommerce and digital marketing trends; and Embedding innovation within your retail organization.

Payment Services 209

Payment Services Customer Experience Consumer Advertising 209

Hyken

OCTOBER 6, 2022

In over 13 years of practice working with many organizations on their customer experience (CX) programs and having seen the type of research and measurements they do, I’ve only come across a handful of organizations that can prove to you how much value customer emotions bring to the company. The problem I see is this.

Customer Retention 58

Customer Retention Customer Experience Accounting Advertising 58

Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay.

Customer Experience 71

Customer Experience Shipping Planning Returns 71

Hyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Read the article and find out.

Customer Retention 18

Customer Retention Customer Experience Consumer Marketing 18

I Vend

MARCH 14, 2023

During the 2022 holiday season, 74% of shoppers visited a shopping centre, up from 70% ** in 2021, which translated to 39% of spend being in brick and mortar stores, up from 34% in 2021. The use of mPOS to deliver all the above functions elevates the customer experience, and brings back the human touch in shopping.

Shopping 97

Shopping Point of Sale Payment Services Checkout 97

Hyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Retention 11

Customer Retention Customer Experience Returns Marketing 11

Hyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. The Top Gun Effect in Customer Experience by Steven Van Belleghem.

Customer Experience 12

Customer Experience Customer Retention Marketing Consumer 12

Hyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. CMS Wire) Who comes back for average customer experience?

Customer Experience 11

Customer Experience Customer Retention ATS 11

Hyken

OCTOBER 31, 2022

Each week, I read many customer service and customer experience articles from various resources. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. Here are my top five picks from last week.

Customer Experience 10

Customer Experience Customer Retention Advertising Management 10

Hyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. It’s one thing to get the customer to come back. Here are my top five picks from last week.

Customer Retention 11

Customer Retention Customer Experience Department Stores Management 11

Retail Minded

MARCH 31, 2021

trillion by 2022, as more and more retailers and entrepreneurs start moving online. Post-Covid, maximising customer lifetime value is going to become even more essential. Recently, we’ve seen data supporting the value of retention vs. acquisition like improving customer retention 5% increases profits by up to 95%. .

Merchant Services 92

Merchant Services Drop-Shipping Fulfillment Shipping 92

V Count

JANUARY 24, 2023

You can try to keep track of busy hours and days and try to optimize your staff and resources accordingly, but guessing is a game that’s really not worth it when you put customer retention at stake. Maybe you only need a host or hostess to greet customers and manage the waitlist only during specific hours/days.

Management 40

Management Checkout Customer Retention Customer Experience 40

Retail TouchPoints

APRIL 5, 2024

consumers shop online, according to 2022 statistics ; 79% of shoppers shop at least once per month, with 22% doing so once a week, 27% once every two weeks and 29% once per month. Meanwhile, online casino gamers spend about three hours per day immersed in the activity.” Contrast that to retail. About four in five U.S.

Customer Retention 284

Customer Retention Marketing Consumer Shopping 284

Retalon

FEBRUARY 15, 2024

This technological marvel aids in refining inventory management, shaping marketing strategies, and sculpting pricing frameworks, contributing significantly to sales upliftment and fortified customer allegiance. in 2022, hinting at the burgeoning reliance on these sophisticated tools. Metrics act as a compass guiding these adjustments.

Inventory Management 41

Inventory Management Management Marketing Inventory Turnover 41

Retail TouchPoints

MARCH 30, 2023

Retailers will need to be able to pivot quickly to keep up with changing regulations and evolving customer expectations, which means they must develop a 360-degree view of shoppers while understanding sources, expectations and regulations around privacy as they develop a “golden record” that can automate an improved customer experience.

Point of Sale 264

Point of Sale Checkout Consumer Promotions 264

Hyken

MAY 4, 2023

Customer service productivity is vital to meeting customers’ needs in 2023 and beyond. Not only is customer service productivity important for providing a good customer experience, it is also vital for business success. What is customer service productivity?

Customer Experience 52

Customer Experience Customer Retention Promotions Employee Engagement 52

365 Retail

AUGUST 17, 2022

consumers who want suggested products and services based on their preferences in return for their loyalty, according to Cheetah Digital’s 2022 Consumer Trends Index , learning more about them is time well spent. Start by understanding your customer. must be integrated to deliver a truly consistent experience.

Payment Services 57

Payment Services Customer Retention Consumer Customer Experience 57

365 Retail

OCTOBER 31, 2022

According to Cheetah Digital’s 2022 Consumer Trends Index, email continues to sit comfortably as U.K. It’s now also a prime time to re-engage dormant customers. Retention will always yield a far higher ROI than acquisition. Retail marketers should now be getting their contacts list in order.

Marketing 52

Marketing Customer Retention Retail Marketing Consumer 52

Hyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Experience 11

Customer Experience Marketing Customer Retention Management 11

Hyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Retention 112

Customer Retention Business Communication Marketing Consumer 112

Retail TouchPoints

AUGUST 11, 2022

Revenue in Q2 2022, which ended June 30, was down 80% YoY to $134 million , and quarterly users were at a record-low 23 million , far less than the 115 million of Q2 2020. Customer experience , including: The new Women’s Fashion experience on Wish, currently live on Android and coming to iOS soon. Merchant quality.

Merchant Services 225

Merchant Services Planning Consumer Shipping 225