Seeking professional help for mental health concerns is of utmost importance in today’s society. Mental health issues can have a significant impact on a person’s overall well-being and quality of life. However, many individuals hesitate to seek help due to various reasons, such as stigma, fear, or lack of awareness. This article aims to shed …
Customer Experience
Courageous Cultures by Karin Hurt and David Dye offers a bold roadmap for leaders seeking to foster innovation and problem-solving within their teams. This groundbreaking book challenges traditional workplace norms, presenting practical strategies to cultivate a fearless, forward-thinking environment. Dive into this review to discover how Courageous Cultures can revolutionize your leadership approach and propel …
Who are your customers and what do they want? Learn how to build a customer journey map with this article to engage and retain customers for life. Whether your brand uses storyboards, the design thinking process, or intuition to build out its customer lifecycle map, that process is only valuable to your marketing and sales …
Read on this article to discover how you can use voice technology to create better experiences within your contact centre. This article explains: The value of voice data in the contact centre How to unlock value within voice data using voice technology The link between agent experience and customer experience Why data privacy is a …
The customer journey is paved with critical touchpoints. From discovery to purchase decision to referral, the opportunities to connect, convert, and create a relationship with your customers are frequent and incredibly important. And customers know it too. Learn why messaging is the future of customer acquisition and loyalty Get use cases and examples to apply …
Identifying the challenges of customer contact. Being successful in the face-to-face meeting. Establishing close communication with the customer. Restoring the balance in sensitive situations. Objectives At the end of this module, you will be able to apply best practices, in order to be recognized by the customer as a reliable interlocutor. You will know: How …
More than a year into the pandemic, businesses of all kinds face similar challenges in reopening. Key among them: operating in a world where stringent practices around health and safety have become just as critical as customer service and the bottom line. In a February 2021 survey, about a quarter of adults said they won’t …
Providing exceptional customer service is crucial for business success. Instant messaging can be a powerful tool for improving customer satisfaction. This guide covers how to leverage messaging apps to enhance support and exceed customer expectations. Introduction Instant messaging allows real-time communication between customers and support staff. Messaging apps offer benefits over other channels like email …
In this article, we will review The Relationship Economy: Building Stronger Customer Connections in the Digital Age by John DiJulius, a book that teaches how to build authentic and lasting relationships with customers in a world where technology is taking over. If you want to learn more about the relationship economy and how it can …
Personalize the customer experience by using customer data to tailor interactions and provide relevant recommendations Do you even know who your customers are? To personalize the customer experience, it’s important to first have a clear understanding of who your customers are. There are several ways you can gather data about your customers to help you …
Remember when you would ask mom if you could buy food, and she would respond with “We have food at home”? Wonder how many households are hearing that these days… What’s going on: Consumers are searching for affordable dining and groceries in nearly every state, according to Yelp’s Q3 report. And yes, inflation pops up …
Underrated growth tactic: customer education. OK, maybe it’s not underrated. It’s just hard. Most marketers lack the patience. It’s the same with most marketing tactics that don’t lead to an immediate bell curve in the revenue graph. But here are some examples of brands that have used education to create better customer relationships, brand positioning, …
Your customers are a treasure trove of information. It’s why many brands often conduct interviews with existing customers to gather valuable insights and identify ways they can improve. But, as Samantha Leal points out in her useful Twitter thread, to get insightful answers, you have to ask insightful questions. I’ve run more than 200 customer …
The Blueprint to Goal-Driven Engagement focuses on intelligence. Payers know that ROI is tied to their members’ consumer experience (CX) with their plan. This can make it tempting for payers to rush to find digital CX tools and make sure their members have 24/7 access to portals and apps. But, the foundation of successful CX …
Retailers have long been familiar with the challenges of retaining employees: employment turnover is hovering at 69% and shows no signs of slacking. But in the last two years, they’ve been struggling to find workers too—and despite continuous recruitment, retailers still can’t hire all the employees they need. Being understaffed creates high, unnecessary costs. But …
In a fiercely competitive world, creating genuine brand loyalty has never been more important. Key to earning that loyalty is giving customers a great experience at each and every stage of their journey with you. Learn about the growing demand for delivering contextually relevant customer support experiences. And, how ‘intelligent content’ and management of support …
Know how sometimes it’s easier to give advice than it is to take it? Well, today’s topic is all about Names. In an ideal world, I’d use your own first name throughout this post to illustrate a point. After doing the research for today’s topic, I’ll be changing that pronto. But I don’t have a …
Even as the effects of the pandemic subside, many grocery retailers are still tempted to halt or cut back on marketing. At some level, the rationale behind that impulse is understandable. At the beginning of 2022, continuing supply chain challenges, harsh winter storms, and a surge of omicron infections translated into empty grocery store shelves. …
The adoption of online shopping accelerated during the pandemic, which is placing increased pressure on grocery retailers to drive traffic into their brick-and-mortar locations and create synergies between their digital and physical offerings. In fact, online grocery shopping, including delivery and store pickup, totaled about $98 billion in 2021, growing about 2% as a share …
Why customer wait times matter: How automating curbside and BOPIS can supercharge your business. Maximizing staff efficiency — Key benchmark data on wait times for restaurants, grocery, and retail. Research shows that even when COVID-19 shopping restrictions are permanently lifted, consumers will continue to buy online and collect their purchases in-store or at the curb. …
Independent grocers can compete with household names like Amazon, Walmart, and Kroger, provided they have the right tools. Consumers want compelling offers and personalized experiences. Such expectations, fueled by the shift to online shopping during the pandemic, have forced retailers to reexamine their offerings. By implementing an automated system that provides personalized messages, seamless checkout, …
It’s no secret that consumer behavior changed drastically during the pandemic and is not reverting to pre-2020 norms. By now, grocers know they can’t rely on their old tactics to find, add and maintain customers. In a recent survey asked nearly 150 grocery executives about their take on the grocery landscape. Only 5% predicted customer …
The takeover of omnichannel grocery marketing isn’t surprising. What may be surprising is the diversity of today’s omnichannel platform. This article survey investigated constantly evolving omnichannel solutions, revealing four major consumer shifts. This article presents how the composition of the e-commerce shopper has evolved during the pandemic. From what-to-what may defy expectations, indicating why grocery …
With the retail industry facing unprecedented disruption intensified by the COVID-19 pandemic, the pressure is on to deliver seamless experiences that customers have grown to expect—B2B customers included. While accepting payments by credit card can be helpful in B2B customer acquisition, retailers need to go further to drive true loyalty and stickiness. In today’s landscape, …
Why crowdsourcing is the secret to winning with BODFS (Buy Online Deliver from Store) Amazon started it and the pandemic sealed the deal. Demand for ultrafast delivery is here to stay. How can retailers keep up with consumers’ thirst for same- and next-day delivery? Buy Online Deliver from Store (BODFS), of course. But turning your …
Heading into 2022, shoppers are showing that they feel more comfortable visiting retail locations than they did early in the pandemic. As in-person foot traffic increases in the new year, it will be key for retailers to create positive returning experiences. In this article, learn how to address five critical health and safety areas to …
With actionable data on how music solves many of grocery’s common employee and customer challenges. The moment they cross your doorstep, consumers are having a brand experience. That goes for your employees as well. Get practical advice on how music can enhance in-branch satisfaction, boost loyalty, unify your brand voice, and boost employee retention.
It’s harder than ever to maintain brand loyalty, even with loyalty programs in place. Online shopping has made it easy for consumers to find what they want at the best price, fueling brand switching. But one strategy is succeeding at keeping consumers loyal — premium loyalty programs. 81% of traditional loyalty members say they would …
Let’s face it: the modern shopping experience has been forever changed, and consumers now expect much more from the brands and retailers they shop with. New shopper behaviors and needs are driving a refreshed focus on in-store shopping — and, thankfully, that means a whole new realm of opportunity. If you want to keep up …
Amid the disruption of the ongoing pandemic, the grocery experience continues to transform, both for shoppers and brands. With increased foot traffic, rising consumer expectations, labor shortages, and supply chain obstacles, grocers face a difficult task in future-proofing their brands. So how can grocery brands excel amid this disruption? In this article, we explore four …
Over the course of the pandemic, digital restaurant orders soared over 145% — causing Quick Service Restaurants (QSRs) to swiftly adapt to meet the new expectations of customers. Only by implementing new digitized services have QSRs been able to navigate the mid-pandemic restaurant landscape while setting themselves up for future growth. In this article, we …
During the pandemic, unprecedented ecommerce growth forced our industry to pivot quickly to accommodate sharp upticks in both picking and shipping. Retail analysts predict continued multichannel popularity—including home delivery; Buy Online, Pickup in Store (BOPIS); and Buy Online, Pickup at Curb (BOPAC). With ever tighter delivery windows on the horizon, it’s clear retail fulfillment operations …
Consumer expectations? Skyrocketing. These shifts make it harder and harder for brands to keep up and present a challenge that brands must face: the customer experience gap. Consumer behavior is constantly shifting, presenting brands with an ongoing challenge: the customer experience gap. The CX gap is the distance between what customers expect from a brand …
Discover how to benefit from technology investments to improve your customer care strategies. Uncover key areas of investment, top challenges faced opportunities, trends, and learn the benefits of deploying a unified digital-first customer service strategy. As digital customer service interactions are expected to increase by 40% by the end of 2021 according to Forrester, digital …
Third-party cookies are going away. The loss will mean marketers and advertisers will need to find creative solutions to target and connect with their audiences. At the same time, new technology for unlocking the value of first-party data now offers a powerful alternative to third-party cookie-based marketing that can give brands more control of their …
There’s no perfect approach to perfect delivery. Every retailer must build a plan — underpinned by a flexible and agile tech stack — that delivers unique value to its customers. But as customers continue to adjust their online shopping behavior amid the continuing pandemic, merging it with in-store, curbside and more options that have yet …
Subscription-based companies were hit hard during the pandemic, with shipping challenges drastically affecting the customer experience. But delivery inconsistencies are just the tip of the iceberg when it comes to e-commerce brand woes. Sustainable growth hinges upon inventory, supply chain management, adequate staffing, and attention to detail, amongst other factors. For brands looking to grow …
As the evolution of digital engagement continues to progress rapidly, this article allows you to determine the current phase of your journey and how to progress to the next stage. Customer support teams are a key function in all businesses, as recently a spotlight has been shone on the challenges this function faces, the opportunity …
Third-party delivery partners were a must for grocers during the pandemic. Such relationships allowed retailers to stay afloat, offer an in-demand service to customers, and hold onto valued clients in volatile times. What happens next is where things get interesting. Nearly 22% of U.S. grocery sales are expected to be made online by 2025. That …
The pandemic is easing, but that doesn’t mean retailers can go back to 2019 ways of doing things. The reality now and for the future is a device-rich one with mobile technology and APIs driving everything. The ante has been raised, and businesses that were initially caught flat-footed must catch up in a hurry. To …
How are you responding to today’s unprecedented macro volatility, fast-moving competitive landscape and constantly shifting customer expectations? The Retail and CPG brands that survive this tsunami of disruption will be those that serve up personalized, engaging customer experiences at every turn. But to do that, they’ll have to adopt platforms and practices that leverage advanced …
As privacy and tracking norms continue to change, marketers need help developing a strategy that successfully addresses any future restrictions and assures their success, while prioritizing consumer privacy. Find out how LeadsRx is helping marketers take the next evolutionary step in providing the best possible customer experience, with technology that enables you to see cross-platform …