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I bought Lenovo’s Chromebook Duet 5 for an attractive price from a major national electronics store. In hindsight, that was a purchase I wish I could undo
Having trouble understanding that person at the end of the support line you’ve called to get some customer service? A Silicon Valley company wants to make those kinds of problems a thing of the past
Online gambling is at an all-time high in accessibility and popularity. But many betting app developers are rolling the dice blindly without addressing users’ customer experience concerns
The marketing technique called clienteling is used by retail workers to establish long-term relationships with key customers. When applied to e-commerce, the practice is based on having access to data about their preferences, behaviors, and purchases. A relatively new variation of this concept is di...
This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant is not the only vendor to ring the alarm. For many years Oracle has reminded vendors that one bad service encounter is enough to make ...
A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for most industries. Two clear-cut consumer trends have surfaced: online shoppers want more self-service options and an overall more-efficient shopping experience
Cultivating repeat customers is a critical necessity in the continuing customer shift to mobile-first interactions for a potential product or service purchase. Digital CX tools help level the playing field by providing SMBs the same advantages put to use by their larger counterparts to solidify the ...
Tapping into natural language understanding technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. Brands already implement a variety of solutions to gain data and insights from customer interactions. Still, many c...
The post-pandemic era is bringing many changes to how the marketing industry interacts with messaging strategies and how marketers work. Chief among these changes is the technology they use and the frequency with which they visit company offices. But one essential industry staple is not changing. Th...
Important as it is to continually acquire new customers, it's every bit as vital for businesses to nurture existing clientele. The E-Commerce Times talked with several experts in customer engagement to get their thoughts about why it's critical to cultivate current customers -- and how to encourage ...
The fifth annual Customer Expectations Report from Gladly reveals what today's consumers want from brands, especially when shopping online. The report describes how consumers' expectations of retailers have changed in the last year amid a global pandemic and an online shopping boom. Also suggested i...
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...
Shopping trends are expanding as the pandemic's effect on e-commerce continues, forcing retailers to adapt their marketing strategies to meet new consumer expectations and demands, according to a new report. Consumer adoption of digital shopping is driving increased use of user-generated content, ne...
Retailers are finding new ways to retool their customer experiences to conform with the new contactless "everything" supply chain; and artificial intelligence and computer vision technologies are lending a notable hand. Out are the bulky metal lockers where customers had to open doors that many othe...
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