There's always someone in-store to assist customers during their shopping. Online, your users are alone. A single shared aspect remains: the experience. The e-commerce experience is moving closer to customers, with links established via optimized interfaces and user data serving as a powerful lever to gain a better understanding of users’ needs.
Designed for retail CEO's, CMO's, e-Commerce Directors, Marketing Managers and other strategic decision makers, the Total Retail Resource Library is the premier source for free retail oriented best practices and case studies.
Have some good white papers or case studies? Contact Jennifer DiPasquale to contribute.
Retailers that craft post-purchase customer journeys to be proactive, relevant and emotionally engaging foster stronger customer relationships and drive more repeat business, according to the Narvar Post-Purchase Benchmark 2017. The benchmark report is based on customer engagement data from over 300 brands and retailers over the course of the year and distills key insights by merchandise category, retailer type, average price point and other dimensions.
Astound Commerce's 20th Annual Mystery Shopping Survey Recognizes the Top 7 Retailers for Customer Service
The 20th Annual Mystery Shopping Study, by Astound Commerce, recognizes seven retailers which excel in customer service through an assessment of “must have” website features and behavior based on engagement with available touchpoints. The winning merchants scored highest in four critical areas, including visibility, overall customer service, speed of delivery and efficiency of checkout. The results indicate an investment in customer service will reap rewards for retailers through elevated shopper satisfaction, giving a boost to the bottom line.
Radial and CFI Group recently surveyed 500 consumers to discover their online shopping expectations in the areas of product returns, fraud, loyalty programs and online communities. Download this infographic to learn the key findings from our study so you can satisfy today’s consumers, improve their loyalty and boost profits.
When you consider that 91 percent of consumers expect to be able to pick up where they left off when they contact customer service, providing world-class omnichannel customer care is critical to your success. Download this whitepaper to take a deep dive into the four key areas of omnichannel customer care and learn how to improve loyalty, drive sales and boost profits.
Many businesses often focusing their efforts on customer acquisition, the path to customer retention can often be rocky, and with a recent survey by Gartner found that 80% of future profits will come from 20% of existing customers, it's proof that business success lies with keeping your current audience sweet too - but how can this be achieved?