Tag Archives: Topic Customer Experience

COVID-19 has upended numerous industries—travel is nowhere near previous levels of activity, restaurants had to completely rethink their business models and the same goes for retail stores.

Today, excellence in customer experience has become the chief determinant of a brand’s success.

When shelter-in-place orders were first instated in March, retailers had to close their doors in an effort to stop the spread of COVID-19, resulting in a steep drop in sales for everyone. While the decline was not totally out of the blue, retailers are still feeling the pressure: according to Epsilon data, consumers across generations still have mixed feelings around when they will return to…

The unexpected hit of COVID-19 has jolted the retail world into a need for transformation. In March, when stores were suddenly shuttered, retailers had to quickly pivot their omnichannel approach, from evaluating brick and mortar to creating contactless customer experiences.

Artificial intelligence (AI) has woven its way into the fabric of our everyday lives, and many of us are completely unaware of it. Our morning commutes are quicker, depositing a check online is easier, frustrating daily spam emails are fewer. And businesses are buying into it. According to Gartner, thirty-seven percent of organizations have implemented AI in some form—that’s a 270% increase over the last…

In today’s global marketplace, there are constant disruptions and uncertainties. Whether it be the upcoming US election, BREXIT, swings in the economy or global health concerns, change is inevitable.

My colleague and partner from our Digital CX group, Jill Redo, and I have been scanning the retail communications landscape the last few weeks. Our teams identify new weekly UpTrends, which we’ve been publishing in a newsletter to sales, client partners and account executives for client distribution. Her observations below, along with mine, hit on some of the challenges and opportunities facing retailers today.

In order to flatten the curve of COVID-19, restaurants have been ordered to close their doors to customers. While we hope businesses will reopen safely in due time, we’re left to navigate these unchartered waters.

COVID-19 has turned our lives upside down and impacted the way we do almost everything—from working, caring for our families and schooling, to shopping and entertainment. Business as usual has become business as unusual, requiring us to think differently about what customers care about and how to reach them. While many restaurants have closed their dining rooms and are only offering takeout or delivery, and…

Last week I had the opportunity to attend eTail West where over a thousand retail-focused marketers gathered to learn about what’s disrupting the industry and discuss a number of key topics, some of which include measurement, how to rebrand your loyalty program, marketing automation, the role of data, best practices for the design of retail, the importance of creating a personalized experience for each consumer…

Successful brands know how important customer satisfaction is for the success of their company. Leading companies understand that the way they deliver a product or service to the end customer is becoming as important as the quality of the product.

Growing consumer expectations for personalization. Fintech companies stealing marketshare. Increased privacy and regulatory restrictions.

Remember when a direct-to-consumer (DTC) brand could launch a Shopify store and build a million-dollar business via social media overnight?

Consumers want personalized experiences. We all know it. But delivering on this mandate is a challenge—to say the least. It requires knowing each customer (and potential customer) holistically so you can identify and accurately reach real people across devices and interactions over time with relevant messages.

“Is brick-and-mortar really dying” is a common question asked by marketers. The answer is no, it’s not.

As another year is coming to an end and we’re closing out a decade, we’re reflecting on the big loyalty accomplishment we achieved throughout the past ten years in addition to the marketing advancements coming in the future.

As consumers, we’ve defined the financial services industry by the different product offerings. For example, we might work with one bank for our mortgage needs and another for our checking and a third for our savings and financial planning.

The best loyalty programs create 1:You experiences for their very best customers. From earning to redeeming and everything in between, a good loyalty program listens to its customers. It creates the connections that deliver lifetime value to both the customer and the brand they love.

With the positive results marketers are seeing with their advanced TV strategy, it comes as no surprise that more than 50% of marketers are likely to include Advanced TV in their advertising schedules. By the end of next year, connected TV spend is expected to reach $913M, up from $293M in 2016.

In today’s marketing landscape, we as consumers expect a seamless customer experience.