Tag Archives: customer satisfaction

Changing Customer Experience Expectations

19 Mar

To succeed, changing customer experience expectations must be monitored. And fulfilled. As discussed before, a great customer experience facilitates repeat business. For example, look at these posts. Consistency Makes Good Customer Experiences Better. Closing the Customer Experience Gap. Better Customer Experience: Factor Consideration. Why the Customer Experience May Fail.

In the current global environment, consumers expect a lot. Thus, they want speedy shipping, fair prices, a nice shopping experience, and more. Whether in a store. Or online. Advice? Be prepared. And responsive.


Changing Customer Experience Expectations

To offer the best customer experience, we must understand what shoppers desire. And WE cannot meet these expectations without understanding them.

According to Erik Wander, writing for Adweek:

“Nearly 20 percent of U.S. households contain 10 or more connected devices. And they work new communication tools into their lives. Thus, they want multichannel options when they need service. Also, they expect it to be faster and easier to use. Yet, not all firms, meet expectations.”

“As a result, new research shows that 70 percent of U.S. consumers find customer service via multiple channels to be important. And 36 percent will switch channels if an issue isn’t resolved in an hour. But, many report trouble reaching helpful agents. In addition, they wait longer than expected. Finally, they find trouble navigating automated systems.”

“Yet, chatbots are not enough, notes Mark Sherwin, managing director at Accenture Interactive. Why? Because brands must better understand the conversations consumers seek. Then make them possible. Thus, that means stitching together AI and human empathy. Designing conversations. Curating experiences. And constantly evolving. ‘If done right, service becomes a differentiator and growth engine. Whether by retaining customers longer. Or by building advocacy to bring new customer conversations,’ he said.”

To learn more, look at this infographic. And for a larger view, click it.

Changing Customer Experience Expectations

Consistency Makes Good Customer Experiences Better

15 Feb

Consistency makes good customer experiences better for all parties. Thus, we must ask. Are firms doing well with customer service (the customer experience). Or is it just hype? Some firms are doing well, other not so much. And consistency of the customer experience is essential for their loyalty. As a result, customers must be satisfied EVERY TIME they interact with a firm.

According to Forrester:

“Today, there are growing consumer expectations, rising customer churn rates, and more options with lower barriers to switch. Therefore,  a firm’s customer experience (CX) moves to center stage. And CX leaders grow revenue faster than CX laggards. In addition, they drive higher brand preference. Also, they can charge more for their products.”

Before moving to today’s topic, look at these posts:


Consistency Makes Good Customer Experiences Better

For this section, we turn to observations by Connie Harrington for Customer Think. First are some insights. Then, we show a few graphics:

“Creating a single standout customer experience (CX) may get a customer’s attention — but does it win their loyalty? Not always. Companies that have made progress along the CX path recognize that delivering consistent experiences across multiple interactions helps fortify customer loyalty. Fostering consistency in experiences is becoming essential as customers use multiple channels to engage with brands.”


“According to 2017 research from Forrester, 95% of customers use three or more channels to connect with a company in a single service interaction, with 62% using more than one device. And Accenture research has found that 65% of customers expressed frustration over inconsistent experiences or information presented across channels.”

Consistency Makes Good Customer Experiences Better

Image Source: SlideShare


“Today, consumers are more likely to conduct research—and consider multiple brands or products–before making purchases. A recent study found that two-third of customers research products online before shopping for them in a brick-and-mortar store. Over half follow this research online, buy offline process frequently or every time they shop. Many consumers do the reverse as well. In the same study, more than half of surveyed consumers said they will go to a store location to see products in person before buying them online.”

Consistency Makes Good Customer Experiences Better

Image Source: Retail Dive


Trust and consistency go hand-in-hand. In fact, McKinsey’s research in the financial found that brands that cultivated the strongest feelings of trust were more likely to deliver consistent customer journeys. Cultivating trust can have far-reaching impacts on a business. According to the Edelman Trust Barometer, when customers trust companies, they are more likely to believe positive information about the company—and the opposite is true for companies they distrust.”

Consistency Makes Good Customer Experiences Better

Image Source: Clear Action CX


Behind the Scenes Nike Just Does It

1 Feb

Behind the scenes Nike just does It. And this is a truly iconic brand. Nike really gets the value and nature of great marketing.

And we demonstrate this here: Greatest All-Time Brand Logos. Brands That Millennials Love. Personalized Marketing’s Future Looks Engaging: Tips. Competitive Advantage Via Animated Logos.

As Nike’s Web site notes:


“NIKE, Inc. fosters a culture of invention. We create products, services and experiences for today’s athlete while solving problems for the next generation. Sustainable innovation is a catalyst to revolutionize the way we do business. And an opportunity integrated across our business in policies, processes, and products. We use innovating solutions that benefit athletes, the company, and the world.”

Now, check out Nike’s video on equality:

“Listen. These are the voices of our athletes taking the platform their sport has given them. And using it to better the communities they represent. When athletes speak up to inspire all of us to act. To inspire all of us to get involved. And to inspire all of us to create change. Thus, we want to make sure that their voices – and every voice – are heard every time. So. listen. Because equality isn’t a game. But achieving it will be the greatest victory. After all, that’s why we commit to fighting for change until we all win.”

And finally, click the image to visit Nike’s main consumer Web site.

Behind the Scenes Nike Just Does It


Behind the Scenes Nike Just Does It

As 16Best.net notes:

“When Phil Knight wrote one of his college papers when he decided to start his own shoe company. In half of a century, his initiative turned into the world’s biggest athletic footwear, apparel, accessories, and equipment selling company. Find out the most interesting facts and stats about Nike in the infographic below.”

Behind the Scenes Nike Just Does It

What Consumers Want in Returning Items

25 Jan

Today, we consider what consumers want in returning items. And this is a topic that we have studied before. Customer Returns. Better Understanding Returns of Online Purchases. Customer Service Means a Good Return Policy. After all, the purchase process is not complete until a customer is given the opportunity to return a product. And a stress-free return policy is likely to result in repeat business.

What Consumers Want in Returning Items Today

So, what factors are most important to consumers when they return products? We know that these factors will affect customer satisfaction, purchase loyalty, and reviews on social media.

Recently, Promocodes.com conducted a study on the most important factors in the return process. And it compared these factors for store shopping versus online shopping.

Promocodes.com’s findings are highlighted in the following eMarketer chart.

According to eMarketer:

“Returns are a big thing for consumers. So much so that many avoid shopping at retailers with strict return policies in place. In fact, more than half of U.S. Internet users surveyed by coupon and discount Web site Promocodes.com last November agreed that they avoid such places. While over a quarter of respondents agreed strongly.”

“When it comes to various return policy options, many consumers look for the same thing. For example, when shopping in-store, 37.9% of those polled said getting a full refund — not just an exchange or store credit — was their most important return-related concern. Almost as many consumers (33.6%) felt the same way with regard to digital shopping.”

“Whether shopping in-store or online for gifts (either for themselves or others in the past six months), a good number of respondents said it’s important that the retailer accepts returns without tags or original packaging. What’s more, nearly as many said it’s important that retailers accept returns for used items.”

What Consumers Want in Returning Items

Now, consider these questions. Should firms always give full refunds? Should they accept returns without receipts? And should firms always offer free shipping? Aren’t there times when firms’ costs outweigh their benefits?

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