Retailers still looking for data acquisition tools
More than 40% of retail and e-commerce organisations have struggled to find the most efficient tools or tech stack for data acquisition over the past 12 months to help them rapidly analyse data in real-time resulting in actionable business insights, according to a...
Global Customer Loyalty Trends
Customer Loyalty is one of the most rapidly changingareas with developments in digital having a direct impacton companies and consumers alike. Partners at the Customer Strategy Network providetheir own views on the future trends for consumerengagement in 2022. Read...
Most customers says returns should be a priority for e-retailers
Almost all consumers (89%) identify 'ease of returns' as top priority when purchasing online, according to data from delivery experience platform provider Sorted, which found that retailers who get the returns process right will reap the most consumer loyalty. This...
Most consumers feel customer service is an afterthought
Zendesk's landmark annual research has highlighted the potential for businesses to drive success with a focus on customer experiences, as more than two thirds of consumers worldwide (70%) report making purchase decisions based on the quality of customer service they...
When it comes to Googling products, Bricks beat Clicks
Traditional big box retailers and department store brands with brick-and-mortar locations dominate the list of top ten eCommerce websites with the biggest gains in Google.com search performance in 2021. This article is copyright 2022 The Best Customer Guide. While...
Marketers set to drive deeper customer engagement
Taking lessons from the pandemic, companies have an opportunity to reset and reimagine their event programs to better align them to marketing outcomes, according to a report from the CMO Council. This article is copyright 2022 The Best Customer Guide. Because of the...
Half of service agents admit to botching customer service calls
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! More than half of customer service agents say they botch how they record...
Relying on metrics to make decisions? You’re taking a big risk.
Metrics help guide small and large business decisions. Numbers assist us in deciding which course of action is the best to take. But relying solely on metrics to help inform decisions is simply not enough, especially when it comes to making decisions that will impact...
Retailers adopt Contact Centre-as-a-Service to improve CX
The rising purchasing power of younger consumers and the proliferation of channels make it critical for retailers to innovate their customer engagement strategies and, as digital experiences become increasingly personalized, retailers need to have a holistic view of...
Digital Transformation can boost the Customer Experience
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! There is a growing international consensus among business and IT decision...
Online marketplaces are at the start of most digital purchases
Consistent product experiences are vital in driving purchases, according to research from Inriver, exploring online shopping behaviours and preferences. This article is copyright 2022 The Best Customer Guide. The research report, entitled "Inside the mind of an online...
Brands turn to contact centres to meet customer expectations
Consumers have raised their service expectations during the COVID-19 pandemic, and many enterprises are turning to contact center providers to keep customers coming back, according to a report from technology research and advisory firm Information Services Group...
Online Sales to account for 40% of all Chain Retail by 2026
Shoppers say they will continue to buy online post-pandemic, and to a greater extent than before the pandemic began, with future online sales being expected to account for almost 40% of all chain retail sales by 2026, according to the annual 'Future Retail Disruption...
Airline miles rewards drive credit card customer satisfaction
In one of the clearest signs yet that businesses in America are ready to get back to normal, airline rewards once again have become one of the top drivers of small business credit card customer satisfaction, according to the J.D. Power '2021 US. Small Business Credit...
6 Ways to super-charge B2B customer experiences
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! The customer experience gap between this year's winning and losing B2B...