Content about Customer experience management

April 10, 2014

Panera Bread has unveiled a series of integrated technologies to enhance the customer experience at its restaurants.

St. Louis - Panera Bread has unveiled a series of integrated technologies to enhance the customer experience at its restaurants. The new “Panera 2.0” initiative brings together new capabilities for digital ordering, payment, operations and consumption for patrons who choose to eat in as well as for those who order to go. In test for several years, the solution is now live in 14 of the chain’s locations and is slated to be deployed in nearly all locations over the next 36 months.

April 3, 2014

Greg Soussloff has joined 360pi as VP of customer value. Soussloff brings 20 years of sales and sales management experience to this role.

Ottawa, Canada -- Greg Soussloff has joined 360pi as VP of customer value. Soussloff brings 20 years of sales and sales management experience to this role.

Prior to joining 360pi, Greg was the U.S. senior director for retail and consumer goods for SAS’ Americas division, where he helped in securing enterprise agreements with retailers and consumer goods companies including Macy’s, eBay, Nike, Kellogg, Wal-Mart and Nestle. Soussloff will be located in Dallas, as part of 360pi’s U.S. presence.

 

March 26, 2014

A central theme of the Oracle Industry Connect conference, held in Boston March 25-26, was “Commerce Anywhere,” or the new customer experience paradigm that requires enabling the consumer to purchase products how they want, when they want and to do so in a connected, nearly seamless fashion.

A central theme of the Oracle Industry Connect conference, held in Boston March 25-26, was “Commerce Anywhere,” or the new customer experience paradigm that requires enabling the consumer to purchase products how they want, when they want and to do so in a connected, nearly seamless fashion. IT also entails delivering targeted assortments, making inventory transparent and accessible to customers and employees in real-time, and integrating the systems supporting retail operations.

March 20, 2014

Chick-fil-A and Sonic Drive-In deliver the best customer experience in the fast food industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

Waban, Mass. -- Chick-fil-A and Sonic Drive-In deliver the best customer experience in the fast food industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

March 20, 2014

Net-A-Porter.com topped all competitors across all retail verticals for customer service in February, according to Stella Benchmarks.

New York -- Net-A-Porter.com topped all competitors across all retail verticals for customer service in February, according to Stella Benchmarks. The retailer was particularly strong in fulfillment, besting all other retailers in both shipping and returns.

Net-A-Porter.com provided a pre-paid, adhesive return label in all orders handled by StellaService analysts. In addition, Net-A-Porter.com issued refunds in less than a week on average.

March 19, 2014

Sam's Club and Amazon.com deliver the best customer experience in the retail industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

Waban, Mass. -- Sam's Club and Amazon.com deliver the best customer experience in the retail industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers. Sam's Club and Amazon.com continue their reign as the highest-rated retailers for the third straight year, each earning an "excellent" rating.

March 19, 2014

We shop almost every day – picking something up at the drug store or buying lunch, clothes shopping or getting groceries, looking for a gift or checking out a promotion – and we are doing this on the way to work, at work, at night while watching TV, online, at a store and increasingly across mobile devices. There is one thing that unites consumers in all of these instances: we expect the experience to be unified, personalized, constant, connected and, above all, seamless.

By Dave Richards, Accenture Retail

We shop almost every day – picking something up at the drug store or buying lunch, clothes shopping or getting groceries, looking for a gift or checking out a promotion – and we are doing this on the way to work, at work, at night while watching TV, online, at a store and increasingly across mobile devices. There is one thing that unites consumers in all of these instances: we expect the experience to be unified, personalized, constant, connected and, above all, seamless.
 

March 17, 2014

Roundy’s Supermarkets has selected Symphony EYC Customer Insights behavioral insights platform and expertise to enable customer-centric business processes.

Milwaukee – Roundy’s Supermarkets has selected Symphony EYC Customer Insights behavioral insights platform and expertise to enable customer-centric business processes. With Symphony EYC, Roundy's will gain and leverage consumer insights to optimize product selection, customer communication and other critical functions across all Roundy's grocery stores and pharmacies throughout the Midwest.

March 13, 2014

With consumers engaging more directly with businesses through mobile and social media, more than 60% of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM.

Armonk, N.Y. -- With consumers engaging more directly with businesses through mobile and social media, more than 60% of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM.

The report, entitled "Moving from the Back Office to the Front Lines — CIO Insights from the Global C-suite Study” is based on face-to-face conversations with more than 1,600 CIOs from 70 countries and 20 industries worldwide.

March 4, 2014

The days of independent silos, of when the Web, phone, catalog and store could be operated separately each with its own unique customer experiences and fulfillment processes, are behind us.

The days of independent silos, of when the Web, phone, catalog and store could be operated separately each with its own unique customer experiences and fulfillment processes, are behind us. Today’s “always connected” consumers demand a seamless experience from the retailers they shop, regardless of channel. And that seamless experience requires extensive alignment of systems on the back end as well as the front end.

February 24, 2014

Recent news that Starbucks will soon start offering a feature on its Square payment app that automatically prompts customers to leave a tip for appropriate purchases and also calculates “basic,” “better” and “best” tip amounts serves as a reminder of the three rules of modern CRM. Automate, automate, automate.

Recent news that Starbucks will soon start offering a feature on its Square payment app that automatically prompts customers to leave a tip for appropriate purchases and also calculates “basic,” “better” and “best” tip amounts serves as a reminder of the three rules of modern CRM: Automate, automate, automate.

February 13, 2014

L.L. Bean has been ranked number one in online customer experience. The E-tailing Group 2013 Customer Experience Index, based on a mystery shopping study conducted during the fourth quarter of 2013, awarded L.L. Bean a top score of 88.75, followed by HSN at 87.25.

Chicago — L.L. Bean has been ranked number one in online customer experience. The E-tailing Group 2013 Customer Experience Index, based on a mystery shopping study conducted during the fourth quarter of 2013, awarded L.L. Bean a top score of 88.75, followed by HSN at 87.25.

Other retailers scoring higher than 80 included Office Depot, Overstock, Amazon, Wal-Mart, Sears, Abt, Target, and Dick’s Sporting Goods. Average score in 2013 was 71.06, up from 69.3 in 2012. Repeat winners from 2012 included Amazon and Office Depot.

January 7, 2014

The emergence of omnichannel commerce is dramatically changing the retail equation, both in how customers travel the path to purchase and how retailers anticipate and meet customer demand. Mike Webster, senior VP and general manager of Oracle Retail, offered Chain Store Age his perspective on how retailers must alter their approach to both systems and business processes to ensure they deliver a seamless experience across all customer touchpoints, one that both converts sales and builds long-term satisfaction and loyalty.   

January 7, 2014

The convergence of a number of leading-edge technologies is launching a revolution in the customer experience. Mobile devices, social media, 24/7 connectivity and a blurring of the lines between formerly separate customer service “channels” have upended the rules of retail, forever disrupting the notion of business as usual. It’s a brave new world — and one that Chain Store Age will explore at its first-ever Customer Disruption event, May 7-9, 2014, at Sofitel Hotel in Redwood Shores, Calif., the Gateway to the Silicon Valley.

December 5, 2013

Facebook is the lowest scoring brand in the overall ForeSee Customer Experience Index, with a score of 69.

Ann Arbor, Mich. – Facebook is the lowest scoring brand in the overall ForeSee Customer Experience Index, with a score of 69. The index, a study that examines how today's customer experiences with the top 100 brands across seven industries as reported by Interbrand are predictive of companies' future business success, shows that while Amazon dominates retail industry at the brand level (87), Nordstrom (86), Coach (85), Costco (84) and Tiffany (84) are statistically within reach of the leader.

December 3, 2013

The Retail industry is in the midst of unprecedented change, with multiple innovations in technology transforming the way business is conducted.

By Connor Marsden, U.S. Lead for Microsoft Dynamics CRM

The Retail industry is in the midst of unprecedented change, with multiple innovations in technology transforming the way business is conducted. Retail companies that are unable to keep pace will face diminished prospects for growth. But for those companies that can successfully navigate this changing landscape, there is enormous potential and the opportunity to create a sustainable competitive advantage within their business.

November 27, 2013

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service.

By Andrew Kokes, global VP, marketing & product management, Sitel

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service. Social media is moving beyond contacts and interactions to a culture of community and collaboration for the most engaged and customer-centric companies.

November 27, 2013

Seventy-three percent of consumers think that companies are paying more attention to generating sales across multiple channels than they are in delivering a seamless customer service experience across those same channels, according to a global survey of 7,000 consumers in seven countries.

San Francisco – Seventy-three percent of consumers think that companies are paying more attention to generating sales across multiple channels than they are in delivering a seamless customer service experience across those same channels, according to a global survey of 7,000 consumers in seven countries. Meanwhile, when consumers can’t get an answer or fast response elsewhere, they are falling back to phone support as their primary contact method.

November 4, 2013

Jim Riesenbach, CEO of indoor location analytics solutions provider iInside, recently had a conversation with Chain Store Age about the numerous advantages both retailers and consumers can obtain from precise understanding and analysis of how customers move and shop inside the store.

How can both retailers and consumers benefit from targeted, accurate indoor location metrics?

October 28, 2013

According to a recent report from Gleanster Research, 62% of retail marketers feel that changing consumer preferences and channel proliferation are the top two challenges they face when it comes to improving their customer’s online experience.

By Oliver Jaeger, jaeger@e-spirit.com

October 28, 2013

For many retailers, Halloween has become one of their favorite times of year. Spending on Halloween-related costumes, decorations, candy, etc. has grown to the point it represents the second-highest consumer spending holiday, only trailing Christmas with NRF estimates of this year’s spending total reaching $6.9 billion.

For many retailers, Halloween has become one of their favorite times of year. Spending on Halloween-related costumes, decorations, candy, etc. has grown to the point it represents the second-highest consumer spending holiday, only trailing Christmas with NRF estimates of this year’s spending total reaching $6.9 billion. But while a good scare is all part of the annual Halloween fun, retailers need to ensure their omni-channel customers do not get scared away by frighteningly poor digital commerce features and functions.

October 15, 2013

The online shopping experience has many benefits: access to unlimited inventory, quick search capabilities, and overall convenience. But it lacks one key element: human interaction.

By Joe Gillespie, president and CEO of Zoove

The online shopping experience has many benefits: access to unlimited inventory, quick search capabilities, and overall convenience. But it lacks one key element: human interaction. Before making a purchase, consumers often want to try out products — to see and touch them, or get a second opinion. In fact, a recent IBM survey reveals that nearly nine out of ten consumers still finalize their purchases in-store.

October 14, 2013

Most retailers wouldn’t dream of using an abacus to reconcile daily accounts when software exists which performs calculations and reconciliations at lightning speed.

By Jon Abolins, senior tax director at Avalara
 

October 9, 2013

Amid weaker-than-expected August retail sales, leading retailers are kick-starting their holiday shopping season by wooing existing shoppers through their customer loyalty programs. Retailers are increasing their investment in the traditional transaction-based loyalty efforts because of the proven success of rewarding customers for their purchases.

By Michael Zea, president and CEO, U.S., Aimia
 
Amid weaker-than-expected August retail sales, leading retailers are kick-starting their holiday shopping season by wooing existing shoppers through their customer loyalty programs. Retailers are increasing their investment in the traditional transaction-based loyalty efforts because of the proven success of rewarding customers for their purchases.
 

October 3, 2013

It’s not what you see as much as what you don’t see that defines AT&T’s new store concept.

Noticeably missing from the prototype, which debuted in La Grange, Ill., are traditional counters, checkout registers and printed signage. Instead, the 3,200-sq.-ft. store offers an inviting, modern and interactive environment that is focused on the customer experience.