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Customer Experience

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Now exhale, and keep on growing.  BFCM 2020 has come and gone and with a little over three weeks until Christmas, another big wave of holiday shopping has just started rolling. Now is the time to take a deep breath and keep on keeping on.  There is no denying that this year has brought tremendous changes and challenges, yet human beings are resilient — which is why it’s not surprising that Black Friday hit a…

Cart abandonment costs businesses $4.6 trillion every year. That’s basically the GDP of Germany, which, for the record, is Europe’s largest and strongest economy. Perhaps worse, far more first-time site visitors never do anything at all. In fact, research shows 98% of consumers don’t buy anything on their first visit. You’ve spent time and money getting them there, only to see them leave empty-handed. These visitors and sales aren’t necessarily lost forever, though. The right…

If marketing is king, it should treat customers like its queen. After all, they are your primary source of revenue, and when they’re happy, they can be your brand’s biggest advocate.  When customers aren’t pleased? Oooh boy. Research shows unhappy customers typically tell nine to 15 people about a bad brand experience — not to mention, they probably won’t shop with you again, either. There’s a reason Amazon prides itself on being the most customer-centric…

It’s the spookiest time of the year — though most people would agree that the world needs more treats and fewer tricks right now. Luckily, there’s one company that’ll deliver all the ghoulish thrills you need: Spirit Halloween. Yes, it’s your annual reminder that ‘tis the season for witches, skeletons, and pumpkins.  With 63% of Americans reporting that they will still celebrate Halloween this year, experts predict that 2020 will be an $8 billion Halloween…

Did you know the first-ever credit card dates back to 1950 when businessman Frank McNamara paid for a meal in New York with a small cardboard card, later known as a Diners Club Card? The concept didn’t take long to catch on. Three years later, it was accepted internationally. By 1959, Diners Club boasted 1 million users. Now, we’re seeing a similar shift in payment preference. It’s called Buy Now Pay Later (BNPL). Today, the…

Customer loyalty is vital to the growth and longevity of your business. About 82% of companies agree that it’s cheaper to retain old customers than acquire new ones. But, how do you break through the competition and bond with your audience in a way that encourages their devotion? If you’re wondering how to build customer loyalty, read ahead as we share proven strategies to develop and maintain these valuable relationships.  What Is Customer Loyalty? Customer…

Amid the COVID-19 outbreak, direct-to-consumer (D2C) brands across the globe are feeling the financial pinch due to millions of people staying at home and avoiding unnecessary shopping trips. The cure for the virus may still be in the works, but the cure for business owners relies on the public and their transition to digital. During this time, when consumers are adjusting along with their local businesses, it’s essential to practice gratitude and remind customers of…

According to CRM expert Paul Greenberg, “Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer.” The bit that stands out is “chosen by the customer” — out of all the brands that exist in the e-commerce space, your customers decide to interact with yours. And as a business, the significance is enormous: When customers choose to interact with your brand, this means that they trust in…

The generational tipping point has arrived. Today, millennials outnumber all other generations — with 76 million in the U.S. alone — and with great numbers comes great spending power. According to Accenture, in 2020, millennial spending power will reach $1.4 trillion (yes, that’s a T) and represent 30% of total retail sales. With that kind of economic influence, brands must make a concerted effort to cater to millennial preferences in order to succeed.  Millennials as…

There’s no easy way to put this: Uncertainty sucks. It’s also an unavoidable part of life and business. While there’s nothing that any of us can do to avoid uncertainty completely, there are definitely ways for marketers to build a good foundation that has the best possible shot at weathering the storms that come from time to time. Below are some concrete actions you can take now to prepare for any situation: economic uncertainty, a global…