Customer Service

Good customer service is a core driver of retention, as 75 percent of consumers would stop doing business with a brand if they had a bad experience or received poor customer support. According to a recent Gartner report, on average, 18 percent of total marketing budgets is spent on customer experience (CX) initiatives, and CX,…

With the importance of customer experience (CX) firmly entrenched in their psyche, most successful retailers now understand that if they want to retain customers long term, they need to think about what happens after shoppers hand over their credit card numbers. These retailers get that they need to think about customer journeys and not one-off…

Today’s consumers are wary of shopping experiences that feel one-sided. They don’t just want to make informed decisions; they also want to trust the brands and retailers they choose. They want shopping to feel more like a human connection, not just a transaction. Every company wants to be known for having a superior customer experience.…

One of the biggest challenges for retailers is not acquiring customers, but keeping them. Loyal brand ambassadors are the backbone of growth. However, building long-term interest in a brand is no easy feat. Customers want personalized experiences and services that make them feel that they are the most important customer. A 2018 Bond Brand Loyalty…

Good relationships, including the ones between a business and its customers, are built on trust. Consumers need to feel confident that they're being told the truth and that a company’s products will match up to its claims. Furthermore, in today’s cyber society, many customers are highly concerned about the safety and security of their private…

If we learned anything from past retail trends, it’s that the store is still the most important part of the retail experience. Interest in the brick-and-mortar store is everywhere. Target’s CEO has said that the company's stores are its single biggest competitive advantage. Retailers must continue to keep their focus on the store by ensuring…

Retail has always been a tough game, and increasing demands on brick-and-mortar to differentiate from e-commerce has only made it harder. With more options than ever before, consumers have their pick of the litter, online and offline. Bad experience at one store? Plenty more to try instead. But what drives away customers? Qualtrics recently conducted…

Digitization is occurring at such a rapid pace that many industries are finding it hard to keep up with how quickly customers are adopting new technologies. The retail industry is no exception. The question retailers must face is how can they keep up with the trend of an ever-evolving technology landscape, while still providing customers…

As we approach the end of the year's first quarter, now is a good time for retailers to consider the trends that will impact their businesses in 2019 and beyond. One exciting trend crossing all segments of retail is the renewed focus on the human connection — i.e., building authentic relationships, stimulating community connections, and…

Now that the dust has settled from the storm that is SXSW, I've had the chance to reflect on some of the key themes coming out of this year’s event. The retail industry in particular made waves with a higher profile presence than usual, with companies like Walmart, Patagonia, Away, lululemon, and Amazon.com just several…