Customer Retention

Flexibility, hyperpersonalization, and convenience are the retail buzzwords on everyone’s lips. In just five months, e-grocery experienced five years of growth, and there’s no going back. Grocery leaders expect the e-commerce market to more than double in the next five years, with delivery options increasingly favored by expectant consumers. Yet many grocers don’t believe they…

The best way to build strong relationships with customers is to enable highly engaging, simple to execute experiences that enhance the customer journey. By doing so, retailers are accruing the most valuable currency possible with their customers — loyalty. A wide variety of retailers are turning to digital commerce to enable connected experiences, provide more…

Savvy retailers know that fostering deeper customer relationships is the key to sustainable, long-term business success. To build these relationships, brands need to take a comprehensive, thoughtful approach to creating their customer engagement strategy. It’s the art and science of growing brand loyalty by providing the best in user experience across all relevant channels. Customer…

Digital interactions are increasing year after year, and a company's ability to interact with customers quickly, and in a way that satisfies their needs, will make or break the brand experience. To deliver VIP e-commerce experiences at scale — especially during the busy Black Friday/Cyber Monday season — brands need a customer experience strategy driven…

Today’s consumers have revolted against the marketplace status quo. They’re now in charge, and retailers must recognize and embrace this fact in order to survive in the new “metail” economy. Joel Bines, managing director at AlixPartners and author of the best-selling book, “The Metail Economy,” shared insight into consumer behavior trends last month, including how retailers…

The most frequent conversation businesses have when it comes to revenue growth surrounds the tactics and strategies for attracting new customers, optimizing the shopping experience, and expanding reach. These are all effective and important factors to consider when it comes to revenue growth, however, they aren’t the only or necessarily most effective ways to achieve…

With customer acquisition costs (CACs) increasing, brands are investing more than ever into marketing and advertising to get shoppers into stores and clicking on "buy" buttons. Yet this focus on the top of the funnel means brands are neglecting some of the most crucial moments in the customer journey. Specifically, those that happen post-purchase, when…

This Talkdesk Research report, based on surveys of CX professionals and consumers, explores the changing dynamics of consumer loyalty and their implications on the role of customer service, the contact center, and agents.

As consumer packaged goods (CPG) brands and retailers strive to strengthen their relationship with the consumer, particularly in a retail climate increasingly affected by inflation and supply chain issues, there are two converging trends to consider — enriching the omnichannel shopping experience and meeting specific consumer need states in new ways.  These aren’t new trends, but…

Almost everyone has made a purchase they weren’t happy with, but for some, the stress of returning an item just might not be worth their time, effort and frustration. There’s always someone who opts to keep that product instead of returning it, even though they’re unhappy with their purchase. In fact, studies show the frustration…