Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Customer Response Summit Phoenix

Uber-Channel Shifts: Lessons Learned From the 2015 Holiday Season – Part 2

WBWKY1FQ2I

The following is a guest blog written by Sara Wright, Marketing Director, at Dialog Direct.

Last week we shared the first post in this two part series “Uber-Channel Shifts: Lessons Learned From the 2015 Holiday Season.” Get all caught up on the first two “lessons learned” by reading the first post in the series!

At Customer Response Summit Phoenix a one-of-a-kind panel involving customer experience executives from three of retail’s biggest competitors came together on the stage.  The panelists shared their firsthand experience in retail’s hottest trends, innovations, wins and lessons learned.

Here is what we learned:

3. Social Media Brings Delight and In-Store Insight

The speed of growth and change in social media, and the way that it is transforming the expectations of the customer, will continue to revolutionize the way retailers market, sell and communicate with their customers.

The most common way that retailers are engaging with their customers on social media is through two-way social media communication. The debate, however, is about who to prioritize the communication strategy around – influencers, detractors, or do you proactively reach out to all to delight? It depends on who you talk to, but the majority seem to prioritize reactive communication to the detractors or those that have an issue to resolve. One large online retailer, however, spoke up at the Customer Response Summit and stated that they believe in using social media to surprise and delight, not just react. Use vines, photos and video, not just text, to engage with a customer to create an over-the-top experience. Many retailers rely on an outsourced customer engagement partner to help monitor, engage and delight customers, especially during peak times or after hours. It has also been found that social media predictive technology can increase operational efficiencies by nearly 41% by prioritizing the most impactful conversations. Continue reading

Uber-Channel Shifts: Lessons Learned from the 2015 Holiday Season – Part 1

 

E61C806107

The following is a guest blog written by Sara Wright, Marketing Director, at Dialog Direct.

The winter Customer Response Summit may have concluded, but the excitement generated by the event still lives on. Of course, when Execs In The Know is involved, we can all expect great connections, thought-provoking panels and lots of laughs, but it’s what we didn’t expect in Phoenix that is generating the most chatter – the convergence of three of retail’s biggest competitors together on one stage. This one-of-a-kind panel involving customer experience executives was full of energy, content and friendly, competitive jabs, as the panelists shared their firsthand experience in retail’s hottest trends, innovations, wins and lessons learned.

Here is what we learned:

1. “Click-and-Collect” Shopping Has Many Challenges and Opportunities

Appealing to the omnichannel shopper who bounces back and forth between online and in-store shopping, “click-and-collect” orders are enjoyed by 42% of online shoppers, according to Forrester Research. While the concept of buying online and picking up in-store seems easy, both retailers and consumers are experiencing both the joys and the pains that go along with this new initiative – especially during the 2015 holiday season.

The introduction of buying online and picking up in-store is very complex operationally, with one major retailer expressing challenges specifically around accuracy of available stock, customers buying the reserved item in-store before it is picked, and order queuing. While challenges are observed and expected, this new fulfillment model brings many exciting revenue growth opportunities. For one, this model brings online shoppers into the stores which, according to a survey by Deloitte, omnichannel shoppers were poised to spend about 75 percent more than store-only shoppers this season on gifts, entertaining and other purchases. Continue reading

Shep Hyken, CIBC, Porsche & Microsoft to Keynote Execs In The Know Customer Response Summit Phoenix

PHOENIX, AZ. February 16, 2016 – The 13th Execs In The Know – Customer Response Summit will take place February 23-25, 2016, at the JW Marriott Desert Ridge Resort and Spa, in Phoenix, AZ.  Shep Hyken, Chief Amazement Officer, Speaker and Bestselling Author will be the opening keynote of the conference. Michael Martin, SVP Channel Optimization at CIBC, Andrew Pine, VP Customer Relations at Porsche Cars North America, and Maria Martinez, Senior Director WW Consumer Delivery & Advertiser Organization at Microsoft, will also be keynote speakers at the event.

Customer Response Summit Phoenix is an intimate, laser focused forum, providing outstanding opportunities to directly engage with some of the brightest senior executives in customer leadership. The strength of the forum lies within the innovative design of informative sessions, relevant industry tours, specialized networking opportunities, and dynamic extracurricular activities all centered on one thing – customer service excellence. The theme of this year’s Summit is Customer Driven. Continue reading

The Power of Personalizing Your Customer Experience

24-7Intouch_Feb2016

The following is a guest blog written by Matt Wheatley, VP of Customer Experience at 24-7 Intouch. Learn more about 24-7 Intouch by visiting their website.

It is no surprise that an improvement in customer experience can easily translate into hundreds of millions of dollars of incremental annual revenues. One key component to making a lasting, positive impression on your customers is through the personalization of the consumer experience.

Customers are constantly contacted by brands in the hopes of gathering as much information as they possibly can to build out customer profiles. The more effectively a company uses customer information to understand and acknowledge both the differences and similarities, the easier it will be to provide a truly personalized, highly customized experience through relevant channels in ways that drive stronger, more profitable relationships. However, if nothing is done with this data, all you’re left with is an annoyed customer and a detached experience.

Here are a few ways you can drive immediate engagement and better serve your customers by giving them exactly what they want, when and how they want it: Continue reading

Cultivating CX Change: A Real-life Success Story

UNB7V2H5L4

The following is a guest blog written by Lorraine Schumacher, Customer Experience Evangelist at Clarabridge. Learn more about Clarabridge by visiting their website.

Starting a Customer Experience (CX) program is no small feat. For Justin MacDonald, Customer Experience Manager at Infusionsoft, he eats, breathes, and sleeps CX and is a passionate champion and change agent within his business. A Software-as-a Service (SaaS) company that serves small businesses, Infusionsoft needs to earn their customers’ loyalty each month. To keep pulse on the customer experience—whether it’s calling the support center, using the product, or any other interaction—the business relies on customer feedback from multiple sources.

MacDonald shared some key principles that he’s identified as critical to understand when building a CX program.

CX Impacts Everything

It’s critical for a CX team to work cross-functionally because CX impacts all areas of the business, and all areas of the business impact CX. A true omni-source program gathers customer feedback from all sources, on all areas of the customer experience, and then makes that information actionable.

“With entrepreneurs and small businesses, business is personal, and their experience with every element of their journeys with our company and product impacts their business, their customers, and ultimately their vote to continue business with us each month,” said MacDonald. “Customer retention, cost of acquisition, and monthly recurring revenue are all majorly impacted by customer experience. We believe we will hit our business goals because we deliver a great customer experience.”

A true believer that a strong CX program is worth its weight in gold, MacDonald adds, “You don’t make experiences better for customers so that your company benefits; your company benefits because you make customer experiences better.” Continue reading

The Missing Link Retailers Need to Turn a Cost Into a Revenue Generator

O00MGHPXG6

 

The following is a guest blog written by Edward Kowalski, Associate Vice President, Retail Marketing, at Sutherland Global Services. To download a free white paper on the topic, visit  http://www.sutherlandglobal.com/Retail/WP-20160104/Default.aspx

Most retailers are missing a key opportunity. It’s a way to take what’s now an expense and instead use it to build awareness, create loyalty and even grow profits.

It’s customer care.

Companies should combine customer care with customer experience, big data and predictive analytics. It’s a transformation that requires retailers to break down silos and start sharing information that’s widely available.

Consider the constant signals customers provide, based on multiple experiences, with brands across multiple touchpoints. Retail marketers use the information to develop a customer journey that’s seamless, relevant, authentic and omni-channel.

But it’s a missing link that needs to be shared with the customer care team.

Retailers should develop a new system that arms customer care agents with intelligence that spurs personalized engagements. This helps resolve complaints, increase Net Promoter Scores, improve customer satisfaction, create loyalty and, yes, generate revenue.

Here are the steps we recommend: Continue reading