However, it’s not all doom and gloom for the retailers, who have adapted, overcome, and evolved

[ The Secret To A Great Customer Experience Is A Great Employee Experience ]
The way to ensure a positive internal culture is what I refer to as The Employee Golden Rule, which is to do unto employees as you want done unto customers.

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GUEST COMMENT Managing your retail workforce is the secret to great customer experience both on and offline

The pandemic has undoubtedly impacted every industry, with retail hit particularly hard recording the worst sales in 25 years. However, it’s not all doom and gloom for the retailers, who have adapted, overcome, and evolved around the pressures of the pandemic. One of the most positive outcomes being the industry’s rapid digital transformation.

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With most people confined to their homes for almost 18 months, consumers have relied heavily on online retail – whether that’s established ecommerce giants like Amazon and ASOS, or smaller businesses such as pandemic start ups or boutiques pivoting to an online business model. With restrictions now lifted in the UK, there is greater pressure on the in-store retail experience to provide something unique. If brick and mortar shopping is to stay relevant, customer service must be flawless meaning employee retention and attraction needs to be improved and maintained.

Publisher: InternetRetailing
Twitter: @etail
Reference: Visit Source (Read Article)

Digital transformation: Five ways to help your business boost customer experience

As the executives responsible for leading technology, CIOs will be charged with ensuring customer-focused IT projects ‘ such as opening digital channels to market, introducing big data analytics and supporting new product launches ‘ create great experiences that result in a quick return on investment.

So what does the delivery of a great customer experience look like? Five digital leaders give us their tips for using technology to keep customers happy.

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Free and cheap personal and small business cloud storage services are everywhere. But, which one is best for you? Let’s look at the top cloud storage options.

Reference: Visit Source (Read Article)

4 Examples of Customer Experience Initiatives and Implementations Gone Wrong

Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience initiatives and implementations go awry.

Below are four examples marketing practitioners offered of CX failures, including a couple from their own companies.

‘The delays in airline travel specifically come to mind when I consider recent examples of missed CX opportunities,’ said Gregory Ng, CEO of Brooks Bell, pointing to American Airlines announcing an ambitious flying schedule for this summer, had to cancel about 950 flights between mid-June and the end of July because it didn’t have enough pilots to handle the flights. American had furloughed 1,600 pilots in the late fall of 2020, and couldn’t convince enough to return to their jobs.

Twitter: @CMSWire
Reference: Visit Source (Read Article)

The secret to great EX? Innovative firms ‘listen and take action’

Reference: Visit Source (Read Article)

Customer Service Tips for Law Firms

Customer service for law firms is key to generating and retaining a strong book of business. Many firms believe providing great service stops at winning a case, but for clients, it’s much more than that. Taking the time to evaluate your processes to ensure you ‘wow’ each of your clients will yield a greater return for your firm in the long run.

If you’re unsure where to start, continue reading to unlock the 4 keys to a successful customer service strategy.

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Client expectations:’What sort of information do your clients want from you (e.g., documents, product updates, responses, etc.)? How often do they want to hear from you? Who needs to hear from you? Is it a single point of contact, a small group of decision-makers, or a Board of Directors?’

Publisher: The National Law Review
Date: 5493B547C0AB527FF4CF8C4D0127302A
Reference: Visit Source (Read Article)

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