How Retail Giants Bring Their Brand Promises to Life

Posted on December 15, 2015 by Kevin LeiferComments

  

Ask not what your customers can do for you. Ask what you can do for your customers.

Urban Outfitters answered that question for itself in early November, when it announced it will buy The Vetri Family, a group of nationally renowned Italian restaurants. If the deal proceeds as planned, every Urban Outfitters store will feature a Pizzeria Ventri by year’s end. The company is counting on its new gourmet pizza offering to entice more shoppers to visit and give hungry shoppers a reason to stay.

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Topics: Mystery Shopping, Brand Experience

Best Practices for Customer Satisfaction Survey Invitations

Posted on December 10, 2015 by Nanette BrownComments

 

Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than drafting customers to answer them.

Surveys are important; they regulate processes, they can help you improve the customer’s experience, and they can provide valuable input.

But alas, they’re the last thing on the customer’s mind.

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Topics: Customer Satisfaction

3 Ways Retailers Can Still Win Holiday 2015

Posted on December 8, 2015 by Kevin LeiferComments

 

Before the holiday 2015 shopping season officially kicked off late last month, one truth was already universally acknowledged: Shoppers were going to spend more on e-commerce channels than in 2014.

Of course, that predication came true. Media outlets reported Cyber Monday sales – the biggest day of the year for online spending – exceeded $3 billion in 2015. That event saw a 50% jump from last year, though still is far under the industry’s total sales of $10 billion on actual Black Friday.

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Topics: Mystery Shopping, Customer Experience, Customer Service

How to Focus on the Store, Not on the (Mystery Shopping) Score

Posted on December 3, 2015 by Nanette BrownComments

 

Not everyone is open to feedback; even constructive feedback can signal our brain to go on the defensive. When we feel threatened, our first instinct is to focus on the threat. That’s why we will do anything in our power to deflect what we may feel is an attack or provide excuses when we feel threatened.

When it comes to mystery shopping, the mystery shopping score is often perceived as the threat, and as with all threats, our first reaction will be to do what we can to change or challenge it.

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Topics: Mystery Shopping

Why Retailers Should Rethink “Self-Service”

Posted on December 1, 2015 by Kevin LeiferComments

 

 

What four words best capture the state of retail today?

Consumers run the show.

Consumers are more informed, more demanding, and freer than ever before. The balance of power has shifted. Brands are no longer in charge of the buying process.

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Topics: Customer Experience, Omnichannel, Brand Experience, Customer Service

Shipping deals can help retailers boost their in-store sales

Posted on November 25, 2015 by Nanette BrownComments

 

The final two months of the year are critical to the retail industry, with some retailers pulling in as much as 30% of their annual sales for that holiday period. And this year, prevailing trends are expected to remain consistent. Retail sales growth will increasingly come from online channels, with traffic and demand at the physical stores expected to be less impressive.

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Topics: Brand Experience, Customer Service

StellaService Issues Comprehensive Omni-Returns Experience Report Citing Huge Opportunity for Retailers to Grow Revenue and Enhance the Customer Experience

Posted on November 24, 2015 by Kevin LeiferComments

 

Highlights Buy Online, Return In-Store as One of the Year's Most Important Omni-Channel Offerings

NEW YORK, NY--(Marketwired - Nov 24, 2015) -StellaService, an independent provider of customer service performance metrics for online retailers, today announced findings from The Omni-Returns Experience Report, a new study exploring the benefits and challenges of omni-channel offerings including buy online, return in-store (BORIS).

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Topics: News

Customer Experience 2016: Is It Time to Rethink Your Loyalty Program?

Posted on November 23, 2015 by Kevin LeiferComments

 

It’s hard to imagine a world without loyalty programs.

Retailers everywhere are jumping on the bandwagon, and for good reason. Shoppers love bonus points and special offers, they love feeling valued and connected, and their purchase histories are full of opportunities to upsell and cross sell. No downside to that, right?

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Topics: Customer Experience, Customer Satisfaction

More retailers are closing shop for Thanksgiving

Posted on November 20, 2015 by Kevin LeiferComments

 

Next week, a shopping bonanza will unfold across the country as many Americans begin buying gifts for loved ones (and themselves) for the upcoming holiday season.

One interesting trend we’ve spotted: Many retailers are promising to close their doors on Thanksgiving. That is a pivot from the past several years, when many were opting to open their doors on Thanksgiving to generate buzz before the official “Black Friday” kickoff.

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Topics: Customer Experience, Brand Experience

The Next 5 Strategies for Ramping up Customer Engagement

Posted on November 19, 2015 by Nanette BrownComments

 

In our previous post about strategies to ramp up customer engagement, we suggested the following ways to engage customers during the holiday season:

  1. Personalize customer experience with mobile technology.

  2. Gamify shopping experience by introducing tools that will interact with shoppers.

  3. Reach customers via social media.

  4. Engage customers on a non-tech level.

  5. Single out your most loyal customers and create special events just for them.

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Topics: Customer Experience, Customer Engagement

Our 4 “Cs” of Quality Customer Experience

Posted on November 17, 2015 by Nanette BrownComments

 

 

Today’s retailers have to aim higher than only providing customer service that we would deem “satisfactory.” That’s not enough in a world full of competition – including many online retailers that focus only on providing a low price for the goods they sell.

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Topics: Customer Experience

Customer Experience vs. Price - Which Drives More Loyalty?

Posted on November 12, 2015 by Nanette BrownComments

 

Does price influence consumer behavior?

Brand loyalty shouldn’t be influenced by price, brand loyalty ensures that there’s demand for a product regardless of changes in price or competing product offerings.

But it’s not always true.

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Topics: Customer Experience, Brand Experience

Task vs. Customer Engagement - Which is the Associate's Priority?

Posted on November 10, 2015 by Kevin LeiferComments

  

Associates have a lot on their plate.

Between managing stocks, organizing merchandise and customer engagement, associate need to make many decisions during their shifts, these decisions as we all know have an impact on bottom line.

In a study conducted by Korn/Ferry Marketing Center of Expertise, 52% of marketing executives said that their top priority was customer engagement.

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Topics: Customer Experience

Customer Experience 2016: Are You Ready to Shake Things Up?

Posted on November 6, 2015 by Nanette BrownComments

  

In early 2015, retailers were surveyed about their customer experience priorities for 2015.

Number one on the list was improving multichannel consistency. Other leading focus areas included loyalty building, self-service initiatives, and voice-of-the-customer projects.

Here’s what these responses suggest.

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Topics: Customer Experience

5 Questions Retailers Must Ask to Improve Customer Experience in 2016

Posted on November 4, 2015 by Kevin LeiferComments

 

What do customer experience leaders do differently?

This is the question Bain & Company tackled earlier this year. In its analysis of 140 U.S. companies’ performance over a five-year period, only nine excelled in all three categories measured—financial, brand, and loyalty data. Bain studied these nine companies’ cultures, operations, and strategic choices.

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Topics: Customer Experience, Customer Satisfaction, Brand Experience

Customer Experience Update