Best-in-class companies increased customer satisfaction by 26 percent and customer retention by 26 percent in 12 months, as reported by Aberdeen Research in a recent study titled Customer Feedback Management: Mind if I Ask You a Few Questions? To complete this study, Aberdeen surveyed more than 300 organizations in a diverse set of industries between April and June 2008.
With the advent and growing use of social networking and the Internet, today’s customer feedback looks a lot different than it did 10 years ago. Customer feedback can come from numerous sources including blogs, ratings and review websites and peer-to-peer networks, to name a few.
Continue reading “Track Customer Feedback And Improve Innovation To Increase Loyalty and Satisfaction”
Customers may see them as cool new technologies that offer different views of products and shopping carts. But retailers are seeing Rich Internet Applications (RIAs) as a way to improve the online customer experience, and seal critical moments of truth.
“Retailers need to identify those real moments of truth in the online experience,” says Forrester principal analyst Ron Rogowski, who has written several reports on the topic of RIA implementation. Continue reading “Rich Internet Apps (RIA)s Give Retailers New Window Into Customer Experience”
Join Retail TouchPoints and SoundBite for a one-hour On-Demand session on breakthrough uses of multi-channel customer communications that can:
* Increase frequency of visits and average purchase price
* Drive in-store traffic with personalized offers and mobile coupons
* Strengthen brand recognition and customer loyalty
* Build profitable, lifelong customer relationships
Sponsored By: SoundBite
The cross-channel customer is more valuable, more loyal, and also more demanding. This complimentary 30 minute web seminar presents a road map to building an efficiently managed cross-channel operation. We encourage you to download and learn how leading retail organizations are building long-term strategies to prepare their organizations to win the cross-channel battle.
7 Paths to Payoff Via Retail Mobility Solutions
How Leading Retailers are Driving Operational & Customer-Facing Improvement Across the Enterprise
In this white paper, we examine the best practices leading retailers have employed to maximize the impact of mobile appliciations. The paper also examines the business objectives addressed and the results achieved with mobile applications and compile these points into an easy-to-reference list.
Industry experts share insights at Customer Engagement Conference
Creating a sense of shopping urgency, offering exclusive online engagement, and viewing opt-outs as a time for opportunity are just some of the tactics necessary to engage the cross-channel consumer.
Continue reading “Strategies to Optimize Cross-Channel Engagement With Mobile and Email Marketing”
By optimizing its locations, an Atlanta-based restaurant chain discovered it could improve average store-over-store sales volume by 43 percent, from $2.2 million to $3.1 million. That’s just one example of how analyzing store locations, customer volume and competition can improve the bottom line, according to David Powell, vice president of sales and marketing for geoVue, a provider of location optimization software.
Continue reading “Location Optimization Boosts Bottom Line For Store Openings, Remodels”
John Quelch knows branding and knows retail. Never one to shy from informed controversy on those topics, his recent writing on pricing and the Starbucks expansion trouble attracted a good deal of attention. The Senior Associate Dean and Lincoln Filene Professor of Business Administration at Harvard Business School, Quelch frequently writes on retailing topics in his blog, Marketing Know:How, which is published through Harvard Business School Publishing.
Continue reading “Harvard Professor John Quelch Chats On Economy’s Impact On Retailers”
It might be the long sought solution for click tracking in stores. Or it might be another customer tracking technology that takes a long time for retailers to understand and adopt. Whatever it turns out to be there are certainly some dramatic possibilities in Infosys new ShoppingTrip360 technology.
Continue reading “Infosys Bows ShoppingTrip360 To Trace In-Store Behavior Patterns”