With ever-evolving customer expectations, it can be challenging for businesses to differentiate themselves from the competition. A customer focus strategy ensures consumer needs are better met across all your interactions, reinforces the value your business brings and can set your company apart. Before we get into different strategies you can use, let’s begin with what customer focus is.  What is customer focus? Customer focus is a mindset that puts customers’ needs first. A business that uses a customer focus strategy ensures that every decision they make and every aspect of the company ..read more

Email marketing has been the tried and true way to connect with customers for years. It’s how many marketers today primarily interact with their subscribers by sending newsletters, new item releases, coupon codes and discount offers, and many other types of marketing emails. But in recent years, SMS has emerged as a powerful marketing channel for more and more ecommerce brands. In fact, a study of 4,000+ brands from Cyber Week 2021 found that: Businesses sent more than 1 billion text messages to consumers — more than double what they sent in 2020. More than 8.5 million new text subscribers op ..read more

Customers are empowered with more access to information, businesses, and options than ever before. Because of this, customer service expectations when it comes to brands have soared. And these higher expectations have to be met — or companies risk getting left behind the competition. While customer expectations can differ between companies and industries, we’ll explore some common themes and trends you can use for your customer service strategy. To begin with, let’s define customer expectations. What are customer expectations? Customer expectations are customers’ assumptions about a brand, pro ..read more

Today’s technology helps customers stay connected with businesses more than ever before. But with so many different ways for customers to communicate with companies, how do you ensure they get seamless, quality service throughout their journey? Omnichannel customer service is the key.  To start exploring how you can apply this strategy and meet rising customer expectations, we’ve put together this omnichannel customer service guide.  What is omnichannel customer service? Omnichannel customer service is an approach to customer service that works to deliver a seamless experience across ..read more

Customer self-service is the DIY of customer support. Just like many people choose the “do-it-yourself” method for building things — because it’s cheaper, more fun, and often faster — they also choose that option in their customer journey (and for the same reasons). In fact, according to Forrester, 81 percent of customers use help or FAQs on a company’s website for support. Having self-service support options available is something customers now expect.  The question is: how do you implement these solutions effectively in your customer service strategy?  Here’s everything you need to ..read more

Improving customer satisfaction is a primary focus for many companies. And with good reason. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing. On the flip side, unhappy customers lead to high churn rates, no repeat business, a terrible brand reputation, and more.  As a result, measuring and increasing customer satisfaction is an integral part of ensuring future growth and success in the business world. Here are 20 actionable strategies to start using today.  1 ..read more

When we’re thinking about the future of omnichannel retailing, the multi-billion dollar question is: what exactly are customers looking for? The answer? Well, it keeps changing as consumer expectations evolve. At least that’s what we learned at a webinar we hosted titled “Customer Experience in an Omnichannel World”. The webinar was moderated by Mayur Anadkat, former VP of Marketing at Acquire, who has nearly 20 years of experience in customer service and customer experience. He was joined by Wendy Liebmann, CEO and Chief Shopper at WSL Strategic Retail, and a voice of authority on understandi ..read more

Everyone knows that ecommerce KPIs are helpful, at least in theory. But if you don’t turn them into actionable insights, they’ll just end up sitting around collecting (metaphorical) dust. The most important KPIs can show you where you’re performing well, as well as alert you when you’re starting to slide. By keeping these KPIs top of mind, you can make instant adjustments to tangibly improve your bottom line  — all based on real insights, not instinct or intuition.  That’s why we’ve gathered the top 27 ecommerce KPIs to help deepen your understanding and provide you with the necessar ..read more

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction.  If you’re curious about the state of chatbots, we have shortlisted 33 chatbot statistics and trends to give you an idea of what a chatbot can do for your business. How does your CX strategy stack up? Take the assessment to find out. What is the future of chatbots? According to research, the global conversational AI market size is expected to grow fr ..read more

Live chat has been a popular customer service tool for some time now. And that shows no sign of stopping. In fact, the live chat market is expected to grow 7.28 percent per year from 2020 to 2027, to reach $1.28 billion, according to Verified Market Research. That’s because chat is an easy way to offer fast customer service with a personal touch. And with all this growth, there’s still plenty of room for companies to try new solutions or make improvements to how they offer live chat support services to their customers. If you’re thinking about how to get the most out of live chat or how to cho ..read more