Sorted by Tag: Customer Experience Management
I recently had a terrible online buying experience.
I purchased a set of wine glasses from a well-known retailer’s website. I completed the transaction and received a confirmation email for my order, including a pick-up location and date.
Three days later, I received an email notification that my order had been cancelled because the wine glass set was out-of-stock.
Excuse me? I was counting on them to deliver. Fat chance I’ll ever buy from that retailer again. They gave me a bad customer experience, because they couldn’t manage their inventory effectively.
Do your customers experience this problem? Are you even aware whether they do? If so, it must stop. The problem can be solved, by providing real-time product availability.
This post will explain why real-time product availability is crucial for delivering an exceptional customer experience. We’ll also discuss what technology you need to achieve it. (more…)
Being the beginning of the year, a lot of time is spend within retailers determining what went well last year and what didn’t. Oh, and how do you fix it THIS year? These articles show where retailers ran into challenges and where they are planning on focusing their efforts and dollars in 2015.
Selecting the right point solutions to execute your multichannel retail strategy is difficult. You must evaluate eCommerce platforms, enterprise resource platforms (ERP), and point of sale (POS) systems. And, it’s complicated to figure out which ones will work together to support your multichannel business processes.
For example, if you want to list different pricing for your B2C website versus your B2B website, does your ERP support that? How about your eCommerce system? More importantly, how will those systems communicate to make sure each has the right price displayed?
Many vendors do not build software that supports the key requirements to building a multichannel business. They built their software in the last decade (or sometimes the last century!) and are trying to milk every dollar they can from it. Some are not interested, others are incapable of making their systems multichannel-ready. You, the multichannel retailer, will feel the weight of that this problem.
But it doesn’t have to be that way! (more…)
We’ve written about how throwing a loyalty card at a customer doesn’t necessarily make them more loyal. Now, our friends at Sweet Tooth Rewards are chiming in on the RIGHT way to run a loyalty program. Here’s what they have to say…
Many eCommerce merchants will look at their analytics data and say, “If I could just get my existing customers to buy one more time this year, my profitability would increase drastically.”
They are right! According to the Harvard Business Review, a 5% increase in customer retention can lead to a 95% increase in profitability.
But how do you increase customer retention?
We’ve been writing a lot about customer experience and customer loyalty, over the past couple weeks. We even released a white paper called “Increase Customer Loyalty By Creating Exceptional Customer Experiences.” So, it seemed fitting to focus on articles about customer experience.
Customer experience management (CXM) has been (and still is) a hot topic for discussion. How do you do it? Where can you start? We’ve got the resources to help, and here are some articles that do a great job digging into the CXM challenge…