Content about Customer experience

August 27, 2014

For retailers looking to provide an optimal customer experience to harried holiday shoppers, live chat is more than a nice extra.

“Customer expectations today make live chat a necessity; more and more customers are demanding this channel to interact with brands since it’s a convenient and efficient means of getting assistance online,” said Milton Pappas, president of e-commerce for White Plains, New York-based Nine West Group, which operates 183 Nine West stores, 78 Easy Spirit stores and 88 JNY stores in the United States.

August 25, 2014

QVC received top ranking in the Mobile Customer Experience Index from The E-tailing Group. QVC scored 84.17 on a 100-point scale, with the average score being 71.5.

Chicago – QVC received top ranking in the Mobile Customer Experience Index from The E-tailing Group. QVC scored 84.17 on a 100-point scale, with the average score being 71.5.

August 13, 2014

According to a survey of consumers conducted by Retail Systems Research, nearly 20% of shoppers will dump their carts if the check out line at the register is too long.

Ralph Crabtree, CTO of Brickstream

July 29, 2014

The top company initiative among retail supply chain executives is “to enable a seamless customer experience online and in the store.

Boston -- The top company initiative among retail supply chain executives is “to enable a seamless customer experience online and in the store.” According to the new 2014 Supply Chain Benchmark Survey from Boston Retail Partners (BRP), this “unified commerce” initiative as the evolution of both multichannel and omnichannel retailing to provide a seamless shopping experience whether in the store, on the Web or anywhere customers choose to shop on their mobile devices.
 

July 25, 2014

Bebe Stores Inc. plans to roll out the digital experience management platform from Qubit.

Brisbane, Calif. – Bebe Stores Inc. plans to roll out the digital experience management platform from Qubit. Qubit's technology helps marketers gain a deeper understanding of customer data to optimize the customer experience based on insights and intelligence.

July 21, 2014

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers.

By Ben Pivar, Senior VP, Retail Leader, North America, Capgemini

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers. Through the use of new technologies as well as in-store and online strategies, many of those retailers who have tested clienteling have experienced a lift in customer conversion.

July 16, 2014

Eloyalty is packaging its omnichannel customer experience cloud technology solution as a white label offering, making its solution available to select partners across a range of industries.

Denver – Eloyalty is packaging its omnichannel customer experience cloud technology solution as a white label offering, making its solution available to select partners across a range of industries. The white label offering can be delivered through a private, hybrid or public cloud.

ELoyalty's infrastructure delivers a range of tools to enhance companies' relationships with customers and improve internal workforce operations. The new white label offering extends functionality in the following areas:

July 15, 2014

Splunk Inc. announced that British retailer John Lewis is using Splunk Enterprise to deliver operational and customer insight across the retailer’s website.

San Francisco -- Splunk Inc. announced that British retailer John Lewis is using Splunk Enterprise to deliver operational and customer insight across the retailer’s website.

Originally selected to search and alert on John Lewis’ IT infrastructure, Splunk Enterprise is now also used for digital intelligence through real-time analysis of data from e-commerce platforms to better understand purchasing trends, improve customer experience and drive higher conversion rates.

July 10, 2014

Hhgregg ranks highest in appliance retailer customer satisfaction, followed by Lowe’s, according to the J.D. Power 2014 Appliance Retailer Satisfaction Study.

Westlake Village, Calif. -- Hhgregg ranks highest in appliance retailer customer satisfaction, followed by Lowe’s, according to the J.D. Power 2014 Appliance Retailer Satisfaction Study. The survey found that a knowledgeable sales staff providing a prompt, courteous and engaging customer service experience helps drive satisfaction with home appliance retailer.

June 27, 2014

Mobile will continue to play a significant and dominating role in online shopping this holiday season.