10 THINGS CUSTOMERS WILL BE BUYING ON BLACK FRIDAY 2020
HOW RETAILERS ARE USING TECH TO TAKE THEIR IN-STORE CUSTOMER EXPERIENCE ONLINE
WHY BUSINESSES NEED TO UNDERSTAND THE DIFFERENCE BETWEEN CUSTOMER SERVICE AND CUSTOMER EXPERIENCE
4 STEPS TO BRINGING CUSTOMER EXPERIENCE BACK INTO INDUSTRIAL B2B SALES
CUSTOMERS ARE CALLING THE SHOTS
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10 THINGS CUSTOMERS WILL BE BUYING ON BLACK FRIDAY 2020
‘With a shift to online shopping and longer sales periods, Black Friday 2020 will look drastically different than it has in the past. But those aren’t the only changes—the items customers will be buying will also be different, reflecting the unusual year that is 2020.’ BARE shares an article by Blake Morgan for Forbes with 10 items customers will be buying on Black Friday this year.
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HOW RETAILERS ARE USING TECH TO TAKE THEIR IN-STORE CUSTOMER EXPERIENCE ONLINE
‘The COVID pandemic has had a devastating impact on high street retail, with in-store footfall continuing on a downward spiral in markets all over the world, and retailers forced to accelerate their move into e-commerce.’ BARE shares an article by Alison Coleman for Forbes on bridging the gap between in-store CX and mass migration to online sales.
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WHY BUSINESSES NEED TO UNDERSTAND THE DIFFERENCE BETWEEN CUSTOMER SERVICE AND CUSTOMER EXPERIENCE
‘Many organizations today consider customer experience to be key in differentiating them from competitors. This is vital, as most businesses are now operating more-so online than in person because of the pandemic. The online world brings with it increased competition, particularly from digital natives. While most businesses can’t compete with digital natives from a technology perspective, they should be looking to other ways they can provide value to customers that will secure their loyalty.’ BARE shares an article by Neil Hammerton for ITProPortal with key differences between customer service and customer experience.
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4 STEPS TO BRINGING CUSTOMER EXPERIENCE BACK INTO INDUSTRIAL B2B SALES
Although customer experience has been coined as a key facet of a company’s brand perception, and in turn, the quality of its products, the term is not one we see often in industry.’ BARE shares an article by Lindsay Gilder for Thomas with customer experience tips for industrial businesses.
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CUSTOMERS ARE CALLING THE SHOTS
‘Years ago, I sat in on a sales presentation. The salesperson shared three options a client might expect when doing business with his company. The options were high quality, quick service and low price. He told the customer, “You get to choose two of the three.”‘ BARE shares an article by Shep Hyken for Forbes on consumer demand trends.
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THREE STEPS TO CREATING INCREDIBLE VIRTUAL CUSTOMER EXPERIENCES
‘Covid has accelerated plenty of business trends, but personalization is one that’s often overlooked.’ BARE shares an article by Shama Hyder for Forbes on virtual personalized services.
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CX WEEK: SOLVING EMPLOYEE EXPERIENCE PROBLEMS WITH CUSTOMER EXPERIENCE SKILLS
‘Disengaged employees cost US organizations an estimated $450 to $550 billion a year, according to Gallup’s State of the American Workplace Survey. Many organizations try to improve employee engagement by throwing money at the problem — offering free food, free beer and other perks to improve employee satisfaction scores. But employee engagement is not about pool tables at the office or ice cream breaks in the afternoon — and it’s not just an HR issue.’ Here, BARE shares an article by Melissa Henley for CMS Wire on how to solve employee experience problems with customer experience skills.
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CX WEEK: THE ROI OF IMPROVING THE CUSTOMER EXPERIENCE
According to a Walker study, customer experience will overtake price and product as the key brand differentiator by the end of 2020. This year purchasers are empowered like never before: customers demand relevant personalized experiences, and companies must be accurate, dependable, and provide the service they guaranteed. Before approving any investment, organizations want to see a clear forecast of the ROI for a solid CX program. It is important to choose the business metrics that are best suited to a particular industry and business. Read more
CX WEEK: NEED-TO-KNOW NUMBERS & CUSTOMER EXPECTATIONS
‘The global pandemic that the world is dealing with right now has further shone a spotlight on CX, particularly on the importance of a quality digital experience. It should come as no surprise that in CX Networks’ survey, digital transformation and digital customer experience ranked high in responses from CX practitioners, solution providers and industry commenters when asked about top trends.’ Here, BARE shares the latest need-to-know stats on consumer behaviors and customer expectations. Read more
TO DELIVER BETTER CUSTOMER EXPERIENCE BRANDS NEED TO DEVELOP AN EMPATHETIC MUSCULATURE
‘Over the last few months, there has been much talk about how an organization’s ability to deliver great service and experience to their customers is dependent on their ability to be empathetic towards their customers.’ BARE shares an article by Adrian Swinscoe for Forbes on empathy between brands and their customers.
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