In the age of infinite choice, it is customer experience that is going to set retailers apart and create a satisfied customer who not only spends more, but also comes back again and again.
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Customer experience or “CX” is not just a buzzword. It’s an approach that can win new customers, slash churn, and turn customers into evangelists. If your company isn’t utilizing the customer experience perspective, you’re leaving profits on the table.
Many companies view shipping the same way they might look at utilities or phone service: a necessary evil, a cost of doing business.
Delivering superior customer service is certainly a top priority for independent retailers, and a key way to set themselves apart from the big-box retailers.
In the beginning your sale has unlimited potential. It also carries the potential to be a long-winded, drawn-out marathon.
There is a tremendous amount of fraud and theft in the payment industry, hence security is the biggest focus for business.
The retail industry is projected to grow 10 percent by 2022 according to the Bureau of Labor Statistics.
It should go without saying that the checkout process is one of the most important elements on any ecommerce site.
If retailers focus on one thing this holiday season, it should be improving the online customer experience. Anyone in customer service would probably say that this is a no-brainer, but with the past few holiday seasons focused heavily on online and mobile shopping, it seems that retailers have strayed from the heart of what makes a fantastic retailer-customer relationship: a personalized shopping experience.
Buyer expectations have become more demanding. Customer experience professionals strive to exceed them, but there comes a time when their efforts hit the wall. The culprit: a fragmented and poorly integrated digital presence that leaves customers confused and revenue on the table.