Wednesday, August 17, 2016

Avoid These Seven Deadly Sins of Customer Experience



When it comes to providing customer service, companies often have only one chance to get it right. The reality is that even just one negative experience can be all it takes for a customer to take their business elsewhere. 

Today, companies are faced with even more pressure, as customer service capabilities are innovating and evolving to meet the needs of the tech savvy shopper. This is giving way to customer communications beyond traditional phone calls and emails, as organizations are harnessing the power of social media and chat functions as a way to personalize connections with customers in the channels that they prefer.

As the omnichannel experience grows, it is imperative to arm your representatives with the intelligence and tools required to ensure a consistent, thoughtful and personalized customer experience. Avoiding these seven deadly sins of customer communication are key to ensuring client satisfaction:...

See all Seven Deadly Sins of Customer Experience courtesy of CSA

Tuesday, August 16, 2016

A Heads-Up On Holiday Retailing Strategies



A Heads-Up On Holiday Retailing Strategies

Former strategy and innovation executive, Kim Garretson, shares data from a frequent shoppers study by e-tailing on consumer holiday shopping behaviors in 2015, alerting retailers to consumer responses in planning for the upcoming season.  

Last Fall, says Kim, MyAlerts and the research firm e-Tailing Group surveyed 1,200 frequent e-commerce shoppers ahead of their holiday shopping, providing some early insights:

Consumer Holiday Shopping Habits:

  • 43% answered that they usually will wait for sales when first viewing products
  • 37% said if the price is fair, they usually buy soon
  • 50% said they always or frequently would opt-in to price drop email alerts, with another 37% saying they sometimes would opt-in to price alerts
Read the rest of the article courtesy of Media Post:

Monday, August 15, 2016

Travel Agents See Changes In The Face Of Wellness Travel



The top trends for summer and fall travel in the wellness sector point to a strong season, with a broadening customer base and more options—and therefore, more need for a professional guidance.

This year is all about shorter stays, more men, more physically challenging activities and a younger customer base, say a handful of top travel professionals specializing in wellness who spoke with TMR over the past few days.

Kathy Bernstein of Chicago-based Protravel International, a Travel Leaders Group agency, says she is seeing a trend toward shorter and more focused trips, with a specific goal such as learning to surf or meditate. The current state of information overload from surfing the internet for travel options leaves clients “overwhelmed with the volume of information and choices”—and sees her role as “helping them focus on their major motivation.”

Whether they are looking for spas or the increasing number of hotels that offer wellness options, there is something out there for everyone. But it’s important to make the right match, because “a misstep could have exactly the opposite effect of their intention.”...

Read the entire article courtesy of Travel Market Report: