Bank Innovation

NOVEMBER 1, 2019

Digital-only challenger bank Chime‘s recent outage may have riled many customers on social media, but the company’s real-time response to the crisis ensured damage to the brand was nipped in the bud. On October 16, digital banking startup Chime’s app went dark on its 5 million customers.

social media 186

social media Digital Banking Branding Company 186

PYMNTS

MAY 27, 2020

Unanswered customer complaints is one common example, particularly for companies that are new to amplifying their online channels. A new category is starting to grow around this area of online reputation management, with Lexus one of the latest brand names to embrace it.

Online 151

Online Management social media Branding 151

PYMNTS

AUGUST 8, 2018

There are brands that claim to take the customer experience to the max — and then there are brands that redefine what exactly the max means. Chubbies takes its customer community seriously, and it makes it very clear that this is well beyond a marketing ploy. Chubbies is among the latter. As a result, the 5.5

Branding 107

Branding social media San Francisco Community 107

PYMNTS

JUNE 21, 2017

One company that may have found an answer to today’s retailer conundrum is Brazilian-based fashion brand Melissa Shoes. In a sense, incorporating social media into the in-store experience in a non-invasive way has proved to be a glimmer of hope for retailers currently going through the big brick-and-mortar shift into a digital focus.

social media 195

social media Retail Branding Innovation 195

PYMNTS

JUNE 18, 2019

Pinterest has rebranded its third-party partner program Marketing Partners into Pinterest Partners to facilitate a greater number of shopping experiences on its platform, according to a report by Retail Dive. The company has around 291 million active users, many of whom use the platform for shopping ideas when they go out to retail stores.

social media 115

social media Study Retail Customer Experience 115

PYMNTS

MARCH 11, 2020

Wall Street is a tough master, especially for eCommerce companies. According to Carvana Chief Brand Officer Ryan Keeton, opening new markets brings an uptick in overall business. “We To pick up a Carvana-purchased vehicle, the customer drops a customized “coin” into the slot, which activates the eight-story vehicle delivery system.

Company 130

Company Miami San Antonio Oklahoma City 130

PYMNTS

DECEMBER 10, 2018

Instagram , the Facebook -owned photo-sharing social media platform, has officially launched a new voice messaging feature on Instagram Direct. This is the latest feature launched by the social media site. TechCrunch reported that the launch comes five years after Facebook launched a similar feature through Messenger.

social media 141

social media Customer Experience Branding Report 141

PYMNTS

APRIL 28, 2020

Brands are finding new ways to get in front of their customers as standard outlets like news and social media are loaded with misinformation and just plain disturbing news. We have been one of the first brands to have gone into esports at a global level, and with League of Legends we have an exclusive partnership.”.

social media 141

social media Branding Examples Marketing 141

Perficient

OCTOBER 29, 2020

Motivation ranges from high to low, expressed as pairings of pleasure/pain, hope/fear, and social acceptance/rejection. For any brand that promises to entertain, motivation should center on pleasure. Making matters worse, early versions of Quibi offered no way for users to share content with friends, stymieing growth on social media.

US 294

US social media User Experience Digital Strategies 294

Bobsguide

DECEMBER 25, 2017

Chat, SMS, social media…there are so many channels these days for customer service. But is it really necessary for your brand to use them all? Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times.

social media 111

social media Survey Branding Software 111

PYMNTS

SEPTEMBER 21, 2020

Companies are therefore investing in solutions and strategizing how to better distinguish between legitimate customers and fraudsters taking advantage of the higher volumes of digital activity. “We Social media feedback is also collected and reported to track consumer sentiment. Pandemic-Driven Pivots.

Fraud 177

Fraud Mobile social media Customer Experience 177

PYMNTS

OCTOBER 16, 2018

Seven in ten – 70 percent – of McDonald’s locations in Texas, Florida and Maryland have self-service kiosks available for customer use. With the addition of kiosks, McDonald’s is focusing on customer experience and choice. company-operated transactions, the company said in its financial report. Only a few – or 3.3

Innovation 183

Innovation Mobile Branding Maryland 183

PYMNTS

AUGUST 17, 2017

According to Engagement Labs’ “Leaders in Social Influence” report, rankings of the top teenage retail brands have shown that teen engagement is occurring more so in face-to-face conversations than in online engagements. Teens also want a more personalized experience where brands take a more proactive approach in each interaction.

Retail 127

Retail social media Online Mobile 127

Social Assurance

MARCH 1, 2021

It takes less than 30 seconds to look up a financial brand, learn where they are located, and explore the services they provide. During this time, customers can also read through a couple of reviews, forming a first impression that can be hard to change. In order for your financial brand to stand out, you have to cover all your bases.

Branding 15

Branding social media Online Case Study 15

PYMNTS

AUGUST 3, 2016

How influential will mobile and social media be to their purchasing habits? You’re starting to see this more and more now with a lot of successful brands and retailers as they grow out or place more emphasis on omnichannel. But what is that “changing face of retail” actually going to look like in a few years?

Retail 100

Retail social media Branding Online 100

PYMNTS

MARCH 23, 2018

Now, Home Depot is helping Pinterest identify products in pins — whether they’re from the home remodeling chain or not — “to help that customer experience go from inspiration to discovery to sale in one experience,” said Melanie Babcock, senior director of agile marketing and social media at Home Depot. “In

Tools 110

Tools social media Customer Experience Strategy 110

PYMNTS

AUGUST 17, 2017

According to Engagement Labs’ “Leaders in Social Influence” report, rankings of the top teenage retail brands have shown that teen engagement is occurring more so in face-to-face conversations than in online engagements. Teens also want a more personalized experience where brands take a more proactive approach in each interaction.

Retail 114

Retail social media Online Mobile 114

PYMNTS

MARCH 30, 2020

Retailers are dutifully speaking with their payment service providers (PSPs) and industry partners to adhere to these shifts, but they must also keep their customers’ experiences in mind. Personalized experiences require merchants to have access to data — a crucial resource in helping them distinguish themselves from competitors.

United States 131

United States Retail Customer Experience Data 131

PYMNTS

APRIL 25, 2018

This month, the chain announced it will be taking that customer experience to the next level through a partnership with customer data and engagement platform SessionM. Customers can earn rewards on a more flexible basis that does not always require them to come into the store and sit down for a meal. Optimization.

Branding 108

Branding Customer Experience social media Data 108

PYMNTS

MARCH 18, 2019

There is no shortage of up-and-coming cosmetics brands promising consumers a more personalized, customized experience. Jouer , a makeup brand that entered the scene 11 years ago, has seen many such up-start competitors rise … and fall. Then there are older brands that are luxury , but there is not much middle ground.

Branding 108

Branding social media Strategy Video 108

PYMNTS

SEPTEMBER 8, 2020

8), the company announced that it has joined Visa's Fintech Fast Track Program to help emerging FinTechs optimize their own business identity strategies. Mack said this gives FinServ companies an even bigger opportunity to gain value from this information, particularly when it comes to fraud mitigation risks. On Tuesday (Sept.

Fintech 198

Fintech Compliance Fraud social media 198

Celent Banking

NOVEMBER 12, 2014

The promise of these new start-ups was a drastic improvement on customer experience, ditching traditionally stale financial services with improved digital offerings, social media integration, and a familiar/casual communication style. With new brands, and often new platforms, these banks are testing the digital model.

social media 232

social media Customer Experience Branding Mobile 232

PYMNTS

NOVEMBER 5, 2019

And it might not go so far in payments and commerce in the coming decade, at least going by the results of a new Mastercard collaboration with Harvard Business Review Analytics on what really works when it comes to innovation, companies and executives. The report, released Tuesday (Nov. 2020 Innovation Sparks. What the Consumer Wants.

Innovation 102

Innovation Report social media Data 102

South State Correspondent

OCTOBER 20, 2022

While these rules were derived from improving time-on-task, they can enhance bank performance no matter what metrics a bank uses for customer, employee, or total experience (the combination of employee and customer experience). Design or pick the fastest customer experience. ” The result?

Policies 195

Policies Training Customer Experience Examples 195

William Mills

APRIL 26, 2017

He has personally advised more than 300 chief executives on marketing strategy, business development, mergers and acquisitions, company branding and public relations. Harnessing data science and deep marketing expertise, he and his team deliver analytics-driven Customer Experience solutions.

social media 68

social media Customer Experience Marketing Strategies Strategy 68

PYMNTS

MAY 26, 2017

. — as if they were on a social network. The data collected through these online communities gives brands the insights they need to make real-time decisions that serve the commerce king: the customer. According to Forrester, brands face a 50 percent higher revenue risk in 2017. PYMNTS: Why was the company founded?

Branding 103

Branding Community Survey Data 103

PYMNTS

SEPTEMBER 30, 2019

The latest Payments and the Platform Economy study examines how marketplaces are responding to the counterfeit threat as well as how they are continuing to innovate the customer experience. According to the 2018 Global Brand Counterfeiting Report , luxury fashion brands are a favored target. Social Media.

Online 101

Online Fraud Branding social media 101

PYMNTS

JULY 30, 2018

“Pop-In@Nordstrom is all about introducing our customers to the best of what’s out there, and we are excited to partner with a like-minded brand like Casper that leads with innovation and a strong customer experience,” noted Olivia Kim, Nordstrom VP and author of the pop-in concept. 2 and will end on Aug.

social media 103

social media New York City New York Retail 103

PYMNTS

JULY 21, 2017

Between 2015 to 2016, consumer expectations for multiple purchase options grew from 61 percent up to 74 percent according to Retail Systems Research’s 2016 Customer Experience/Unified Commerce Benchmark Survey. Through this omnichannel experience, retailers have more ways to connect with consumers.

Retail 137

Retail social media Customer Experience Boston 137

PYMNTS

DECEMBER 4, 2018

The move should increase sales for brands and eCommerce platforms, experts say, but it could also become a threat for online retailers, and especially fashion sites. Analysts say that 80 percent of India’s online fashion market – valued at $4 billion – is controlled by Flipkart-Myntra and Amazon India.

Customer Experience 146

Customer Experience Branding Online Retail 146

PYMNTS

FEBRUARY 22, 2018

Companies like Google , LinkedIn and Box use these tools to show users how far along they are in a set of tasks — say, filling out a form at checkout. It allows customers to pull in credit card, billing, and shipping info they’ve stored on the social media sites. Through this offering, customers in the U.S.

social media 140

social media Online Branding Strategy 140

PYMNTS

DECEMBER 21, 2020

It was the main question put to a panel of payments and customer-facing professionals who told Karen Webster that the “old” ways of doling out rewards, on a merchant-by-merchant, point-by-point basis — even with thresholds in place before redemption — no longer applies. The questions looming over rewards programs have been around a long time.

Data 296

Data social media Tools Analytics 296

FICO

MAY 15, 2023

“With the pandemic, the world underwent rapid changes, and we realized that customers were seeking out digital experiences that were tailored to their needs and offered convenience,” said Steven Horbury, credit and affordability head of customer operations at AGL. “As

Payments 52

Payments Video Customer Experience social media 52

PYMNTS

FEBRUARY 1, 2017

In the latest installment of The Matchmaker Is In, PYMNTS’ Karen Webster and David Evans sat down (virtually, of course) to discuss the ways companies can sell across several marketplaces online with RevCascade CEO Josh Wexler. But it is the retailer, said Wexler, “who remains in total control” of the customer experience.

Online 100

Online Retail social media Branding 100

PYMNTS

MAY 30, 2018

The industry is booming, and consumers who shop for beauty products have no shortage of brand options in stores and online. From up-and-coming players like Beautycounter and Glossier to more prominent companies like Estee Lauder and Clinique, the beauty market is increasingly oversaturated with both old and new options.

Data 110

Data Branding social media Online 110

South State Correspondent

MAY 1, 2024

Honkook Kim and his Gentle Monster Brand is a perfect example. Instead of thinking traditionally, Gentle Monster pursued a strategy of innovation and creativity to become the hottest sunglass company globally, creating a company currently valued at $900 million. Leveraging social media, Gentle Monster started to get traction.

Innovation 195

Innovation social media Branding Marketing 195

PYMNTS

OCTOBER 5, 2020

That meant the company, which has historically stressed the in-store nature of the customer experience through sophisticated technology, had to pivot to a digital-first strategy. Now, that technology has been supplemented with what the company calls “integrated dynamic pressure mapping.”

Technology 131

Technology Retail North Carolina National 131