The majority (90%) of UK customers say that customer centres are "ineffective at dealing with issues," says a new study.
A third (33%) of the surveyed UK shoppers say that they’ll give up on a retailer if customer service is poor as more than 50% of the same cohort have been frustrated with their shopping treatment, reports a study by Whistl.
https://internetretailing.net/customer/90-of-uk-shoppers-find-customer-centres-ineffective-18202/
Fifty-five percent of consumers turn to Amazon first when looking for products online. Now that’s a sizeable number of your potential customers. It also means that on-site search influences offline sales as customers search, compare, gather, and evaluate information before making the final purchase. Ergo, it’s important that your brand is discoverable when customers are searching for your brand on-site. These are some of the things that brands should implement to boost sales on-site...
https://yourstory.com/2018/07/boost-on-site-sales-ecommerce-platform/
Customer Effort Score (CES) is a customer satisfaction metric that is widely used in the feedback world. In essence, CES measures the ease of an online experience. This is done by asking the customer directly how much effort it took to achieve their goal on your website. It serves as a great way of discovering bottlenecks in the digital customer experience and helping you recognise your weaknesses. So how can you collect this feedback effectively?
In this article we will evaluate CES (as a customer satisfaction metric) as well as outline several feedback form templates you can use for collecting CES. Note: CES measures effort both on- and offline, however, this article focuses purely on digital CES.
https://mopinion.com/online-feedback-form-templates-customer-effort-score-ces/
As customer experience rapidly supersedes price and product to become the single most important differentiator for businesses, turning global data into meaningful insights has emerged as a critical imperative. For this, organisations must adopt a global command centre model wherein a centralised command centre serves as the hub for organisational data aggregation and processing.
https://www.itproportal.com/features/what-it-takes-to-build-a-next-gen-command-centre-and-why-you-should-do-it/
Each and every page on your website / mobile app serves a different purpose, so why should your feedback buttons be any different? Well they’re not – at least not anymore which is something that many feedback companies have caught onto. In fact, most of these companies know that in order to get the best and most relevant feedback results, you (the user) will want to tweak your feedback forms so that they are aligned with the goals of specific pages or funnels.
https://mopinion.com/one-script-for-all-your-feedback-buttons/
Whilst some level of basket abandonment is to be expected, a proportion of these failed transactions are avoidable and can be alleviated by intelligent use of content at the point of conversion.
https://www.retailsector.co.uk/39819-basket-or-bounce-how-can-fashion-retailers-use-content-to-avoid-basket-abandonment/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us whether thats simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business eye. If things don't go our way, well.it wont be long before were off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses especially in the digital era.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Digital has completely upended the marketing and advertising world, fundamentally changing the industry as we know it. Now it’s less about campaign-building and more about the convergence of marketing and technology to guide digital transformation.
https://www.forbes.com/sites/forbesagencycouncil/2018/07/25/true-digital-transformation-requires-a-new-breed-of-agency/#30eb93ad4ff0/
Customer journey mapping is a popular tool for visualizing a customer’s experience. These maps provide a visual outline of various interactions that the purchaser has with a brand. It’s become a must for businesses as it allows managers to spot potential problems, going a long way in ensuring that the customer experience is satisfactory and hassle-free. When the customers’ road to conversion is straightforward, they’re more likely to stick with that brand.
http://customerthink.com/four-essential-components-of-customer-journey-mapping/
Each organization works with its own set of indefinite data and content that could be managed efficiently and productively as a valuable enterprise asset. The Enterprise Information Management (EIM) software can be explained as a set of business processes, disciplines and practices used to manage the information created from an organization’s data. It can best be described as a set of combined technologies and processes which help organizations progress on a larger scale.
https://martechseries.com/sales-marketing/why-companies-should-consider-investing-in-enterprise-information-management-eim-software/
