Sorted by Topic: Customer Experience Management
Customer Experience Management Isn’t Just a Touchpoint Problem
If customer experience management (CXM) was just a touchpoint problem, we’d be pretty good at solving it by now. Innovation has bred a bevy of content management, mobile app platforms, and eCommerce solutions (everything from Square to Hybris). You create a customer experience a thousand different ways. Those technologies available to manage direct customer touchpoints are incredible. Yet, they are arguably underutilized in terms of potential, because of one reason.
Customer experience management isn’t just a customer touchpoint problem. (more…)
How Retailers Can Improve Return Policies to Enhance Customer Experience
5 Causes of a Bad Online Buying Experience (And How to Fix Them)
Making your customer happy is your first priority as a seller. Customers have high expectations for their experience, especially when online shopping. If you don’t meet or exceed those expectations, they will likely decide to not buy from you. You only get one shot.
According to Internet Retailer, nearly half of global Internet users plan to make an online purchase in the next six months. You want to profit from this growing segment of tech-empowered customers who demand the products they want and how they want to purchase them. Many retailers are losing potential customers, because the retailer’s online experience just isn’t as personal as it is in the store.
You can avoid being one of those retailers. Here are five common problems that create a bad online buying experience and how you can fix them.
Will retailers be ready for predictive shopping?
In a recent New York Times op-ed, Cass R. Sunstein (co-author of Nudge) shared some interesting insights about consumers’ tolerance for predictive shopping. His piece suggests that, though a majority of consumers would still be uncomfortable with predictive shopping, the majority was smaller than you might expect. It could signal that a predictive shopping trend could be on the not-so-distant horizon.
Four Essential Strategies for Increasing eCommerce Sales
Consistency, convenience, product availability and price are key drivers luring shoppers out of brick and mortar stores into the world of eCommerce. Lackluster store displays, picked over merchandise and poor customer service, are just a few reasons turning shoppers away. Forbes recently reported that during the 2013 holiday shopping season, U.S. retailers received approximately half the holiday foot traffic they experienced just three years ago. And concern trickles down as large retailers like Best Buy and JCPenney close stores. Many reasons are cited for the closings, but two reasons stand-out as lessons to be learned.