Blog

  • What 1,300 consumers told us about their Black Friday plans

    Derrick Cline | Nov 14, 2019
    The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend. We turned to our market intelligence tool BrandGeek®—the fastest, most accurate source of behavioral data linked to customer feedback in real time—and uncovered these key findings...
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  • 3 ways to retain customers + create brand loyalists in a world of unlimited options

    Todd Leach | Oct 7, 2019
    To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty.
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  • Customers expect a convenient, customized experience in today’s digital world

    Josie Gaeckle | Aug 29, 2019
    From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands that aren’t willing to adapt and evolve with customer expectations run the risk of being left behind.
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  • 3 ways contact center CX leverages unsolicited feedback for better loyalty

    Charlie Moore | Jul 30, 2019
    Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty. Here are 3 ways contact centers build better cross-channel experiences:
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  • How can you engage others to achieve your business goals?

    Diana Kander | Feb 21, 2019
    For the final post in “The Curiosity Muscle” series, best-selling author and previous SMG Forum keynote speaker Diana Kander weighs in on how to create the most innovative version of yourself and your business.
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  • Give your customers a voice throughout their entire online experience

    Charlie Moore | May 22, 2018
    The stakes are high when it comes to your brand’s website. Nearly 8 in 10 Americans have made some sort of purchase online and 15% buy online on a weekly basis. And it’s not just e-commerce consumers who are influenced by your website—one third of shoppers visit the brand’s website when visiting a brick and mortar location, mostly to check availability and pricing, and search for current promotions. How they feel about your website greatly impacts their behavior in store.
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  • Better together—getting the full benefit of CX data integration

    Dennis Ehrich | Feb 13, 2018
    Brands trying to get an accurate read on the customer experience can often waste precious time sifting through numerous types of data—financial, POS, contact center, CRM, and more—attempting to put it all together to get to actionable insights. In today’s omnichannel world, data is coming from all directions, but all that information means nothing if you can’t make sense of it.
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  • How CX programs help brands put a data point behind every decision

    Jacqui Mueller | Feb 6, 2018
    Meaningful, positive change starts with recognizing your challenges. That’s the easy part of a CX program, especially given today’s tools that help brands tap into customers’ perceptions. What happens next calls for thoughtful analysis. Where are you going to invest your resources? What deserves your attention, and what will make the biggest impact on overall brand performance?
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  • People are full of surprises. Here’s how to find the truth.

    Paul Tiedt | Feb 1, 2018
    It’s easy to make assumptions about why people do the things they do. Behavior tells us a lot, but the only way to fully understand what makes people tick is to ask the right questions. Combine behavioral data with survey data, and you’ll have a clear picture of what motivates your customers. Behavioral data might show you who walked out the door after months of regular visits. Survey data tells you why.
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  • 7 tips for using your omnichannel CX program to close the loop

    Jennifer McKenzie | Nov 9, 2017
    We say it all the time: don’t settle for a customer feedback program—invest in a customer insights program. A feedback program essentially amounts to a list of reviews. There may be some interesting tidbits here and there, but for the most part, it just sits on your shelf collecting data. A customer insights program, on the other hand, makes sense of all that data to help you drive meaningful actions—across every channel.
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  • Building a winning customer experience with an omnichannel approach

    User Not Found | Oct 10, 2017
    Innovation is exciting. Constant advancements in technology and research mean there are so many different ways to make an impact on your customers—you can do it online, in-store, on mobile devices, through social media, and more. But turning those touchpoints into a seamless customer experience is easier said than done. To stay ahead of the curve, it’s critical to understand how each of these touchpoints functions, how they work together, and how to listen effectively to what your customers are saying along the way.
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  • Don’t trip up your brand experience—5 CX survey pitfalls to avoid

    Jennifer McKenzie | Aug 17, 2017
    Surveys are the driving force behind understanding the customer experience. Customers see surveys as an extension of your brand, and when done right, they can positively drive your business strategy. To position your CX program for success, we’ve got 5 common pitfalls to watch for in survey design.
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  • Streamline your unsolicited feedback for better insights and better business

    Charlie Moore | Jul 27, 2017
    Unsolicited feedback can give you insights your brand didn’t even know it needed. Customers can tell you aspects of their experience beyond what you’re asking in your surveys. Offering your customers an open-ended way to reach out to you is critical to running a successful CX program—but knowing how to manage that feedback can be a whole other animal.
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  • 3 tips for traditional retailers navigating a world gone omni

    Todd Leach | Jul 24, 2017
    If you work in retail and are lucky enough to find a moment to stand still, you might feel the ground moving beneath you. That’s because the seismic shift from traditional retail to omnichannel dominance has quickly gone from headline fodder to harsh reality.
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  • 3 key ways omnichannel is changing expectations—part 3

    Todd Leach | Jul 13, 2017
    Customers have more power in the marketplace—and more information—than ever before. That may feel like a loss of control for retailers, but it shouldn’t if you know how to field the change in landscape. Understanding how to pivot your approach to customer service can turn this change in customer behavior into an advantage—and differentiate you from your competitors.
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  • Third-party delivery—why it matters and 5 ways to prepare

    User Not Found | Jul 6, 2017
    If you’re not exploring third-party delivery (3P) for your restaurant brand, you’re already behind. But trusting someone else to get your product to your customer can make plenty of brands nervous—and with good reason. Introducing an outside delivery service to your customer journey means a loss of control over many factors that contribute to a highly satisfying customer experience. And a poor delivery order can have a big effect on your brand perception.
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  • 5 ways to leverage your contact center to build a better omnichannel experience

    Charlie Moore | Jun 9, 2017
    Brands may aspire to be omnichannel—but most are still multi-channel. But what’s the difference? Omni is Latin for all—and when we talk about omnichannel, it really means all customer channels are integrated. That integration is what makes every interaction with your brand a seamless customer experience. Multi, on the other hand, means many. And in the world of CX, that means there are many channels for customers to connect with—physical locations, phone, chat, email, social, websites—but not all are integrated. Studies show less than 1 in 3 consumers agree that brands make it easy to switch between different channels, and yet 81% of consumers want different channels available to meet their needs. It’s clear a gap exists.
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  • 3 key ways omnichannel is changing expectations—part 1

    Todd Leach | Mar 10, 2017
    Delivering on speed is a no-brainer when it comes to meeting on customer expectations—but what does speed really mean? In part one of our three-part series on how omnichannel is changing the CX game, we dive into all the ways speed factors into the customer experience—at every touchpoint and across every channel.
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  • Defining omnichannel—a first step on the path to better experiences

    Todd Leach | Sep 9, 2016
    It’s no surprise to anybody that omnichannel capabilities have drastically changed the game—for both retail and restaurant. It’s no longer enough to focus on the customer experience you provide in your physical locations. To be successful, you must consider your app experience, online experience, contact center experience, and others—and how all of those channels interact with each other. Because your customers are using all of them. What is omnichannel?
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  • What does your customer survey say about your brand?

    Shad Foos | Jun 29, 2016
    We all know customer feedback is critical for creating loyalty and driving financial performance. We all know customers are interacting with brands across more touchpoints than ever...
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Customer Experience Update