Celent Banking

SEPTEMBER 30, 2015

Customer Stories. Experience Recovery. These are a handful of the topics discussed at this week’s Customer Experience for Financial Services (CXFS) Conference, organized by Worldwide Business Research in Charlotte, NC. This enables firms to mine and analyze the data to inform customer-centric innovation.

Customer Experience 100

Customer Experience social media Charlotte Conference 100

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. Ultimately, customers want to be known and valued.

Customer Experience 72

Customer Experience Retail San Diego Study 72

PYMNTS

AUGUST 17, 2017

It can be argued that some of the toughest buyers to keep in mind when planning out retail strategies are teenagers. While one day a teen may be into shopping strictly online, another day may see an offline preferred experience or a mixture of both, and retailers must be at the ready to transform engagement efforts at any given time.

Retail 127

Retail social media Online Mobile 127

PYMNTS

MARCH 30, 2020

California Consumer Privacy Act (CCPA), Washington Privacy Act (WPA) and other new privacy and online transaction standards are changing how businesses interact with consumers’ data in the U.S. 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

FEBRUARY 1, 2017

These are tough times to be tangible — as in brick-and-mortar, in retailing at least. The physical retailer is constrained by square footage, the hybrid retailer joining on an eCommerce platform less so, especially with the drop shipping. The upshot is that, through the drop-ship model, they do not need to hold more inventory.

Online 100

Online Retail social media Branding 100

PYMNTS

AUGUST 17, 2017

It can be argued that some of the toughest buyers to keep in mind when planning out retail strategies are teenagers. While one day a teen may be into shopping strictly online, another day may see an offline preferred experience or a mixture of both, and retailers must be at the ready to transform engagement efforts at any given time.

Retail 114

Retail social media Online Mobile 114

PYMNTS

JULY 21, 2017

No longer are retailers working with marketers to figure out a way to mass market products and services. With the advent of connected devices in the palm of almost every consumer’s hand, the retail ecosystem has certainly seen a shift. Through this omnichannel experience, retailers have more ways to connect with consumers.

Retail 137

Retail social media Customer Experience Boston 137

PYMNTS

JANUARY 19, 2021

Researchers found that FIs offering “innovative options such as interactive and contextually relevant video content stand to improve engagement and customer experience, especially among younger generations like bridge millennials and millennials.”. There’s a reason that bank apps and websites ask, “was this information helpful?”.

Study 196

Study social media Millennials Retail 196

PYMNTS

JUNE 14, 2019

However, in the 2019 Retail Banking Report, a study by Reputation.com that analyzed online data relating to retail banking locations for 23 major U.S. The study came up with Reputation Scores, measured on a scale of 100 to 1,000, based on online reviews, accurate listings, social media, search results and customer engagement.

Retail 103

Retail Study Online social media 103

PYMNTS

DECEMBER 17, 2020

Fraud protection specialist Kount and Philadelphia-based payments platform FreedomPay are teaming up to offer “an integrated, complete solution to enable international expansion with fraud-free payments and frictionless customer” experiences. Before, they were limited to one or two areas. Today, they’re pretty much everywhere.”.

Fraud 174

Fraud Payments Philadelphia social media 174

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. Ultimately, customers want to be known and valued.

Customer Experience 48

Customer Experience Retail San Diego Study 48

PYMNTS

JANUARY 14, 2021

Restrictions on in-branch interaction are now causing financial institutions (FIs) to better engage with consumers and offer personalized banking experiences with mobile apps, online chat and contextual video content. This suggests that consumers use them more than they would like, or may have expected to, during the pandemic.

Video 224

Video social media Millennials Data 224

PYMNTS

AUGUST 3, 2016

We all know — and keep hearing almost ad nauseam — all about how the rise of online shopping is changing the very face of the retail industry and consumer habits. But what is that “changing face of retail” actually going to look like in a few years? How influential will mobile and social media be to their purchasing habits?

Retail 100

Retail social media Branding Online 100

PYMNTS

JANUARY 22, 2020

For retailers, nothing really ever comes easy — and things aren’t getting any easier, at least when it involves gaining and retaining customers. And what they want and expect are what’s going to drive so much of retail and payments in the coming years and decades. Shift Intensity. Trust Issues.

Retail 137

Retail Millennials New York City social media 137

PYMNTS

JULY 13, 2017

The digital retail revolution is well underway. Fusing technology into in-store experiences has officially gone mainstream, and retailers are looking for ways to go beyond the traditional mobile app. How much has AI affected the digital retail revolution and what’s next for it?

Retail 212

Retail Customer Experience Study Online 212

PYMNTS

OCTOBER 5, 2020

The Carrboro, North Carolina-based chain has used its technology-first strategy to get, keep and grow its customer base – even while its stores were shut down early in the pandemic. While stores were closed, Fleet Feet saw tremendous growth in its online business. Any runner will say that the key to a quality running shoe is the fit.

Technology 131

Technology Retail North Carolina National 131

Perficient

NOVEMBER 19, 2020

If it’s more than 10 minutes for an online/website process or more than five minutes for a mobile process, the abandonment rate impacts account openings as much as 40%. How many clicks does it take to open an online account? What information is easily obtainable via social media, making it less useful for KYC and security purposes?

social media 309

social media Customer Experience Knowledge Base Mobile 309

PYMNTS

FEBRUARY 14, 2020

This year, they expect more customer experience improvements, a boost from the Golden State and an effort to keep a new generation of wine connoisseurs engaged. And the wine retailer of the year? The 2019 wine retailer of the year was online – specifically, it was a good year for Wine.com.

San Francisco 150

San Francisco Millennials Oakland Customer Experience 150

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. Online Resale. Sales of counterfeit goods through online marketplaces are expected to hit $1.8 billion per year to fake online sales.

Online 101

Online Fraud Branding social media 101

Perficient

SEPTEMBER 29, 2020

In fact, working with healthcare organizations across the country, I hear from leadership over and over again: I want to create the Amazon experience! They feel the threat of Amazon and other retail giants moving into their space, and they want to fight back. She ignores the first one, but responds to later emails and schedules online.

social media 294

social media System Retail Online 294

PYMNTS

AUGUST 23, 2019

Online marketplaces for everything from retail goods to travel services to hospitality need to ensure a quick and easy way for both buyers and sellers to transact with each other— or risk losing both sides to a waiting host of competitors. An AI-Powered Visual Shopping Experience For Millennials, Gen Z.

Millennials 165

Millennials Trends Meeting social media 165

PYMNTS

AUGUST 9, 2018

According to a report in Reuters , citing Dada-JD Daohjia, the company is partly owned by JD.com and operates two businesses: Dada, the delivery service that has a network of 5 million delivery men, and JD Daojia, which partners with retails stores to provide delivery services.

Tampa 100

Tampa social media Retail Online 100

PYMNTS

JUNE 3, 2016

These days, retail merchants must reach customers, both in-store and online, securely and conveniently. The challenge for the last year has just been educating our customer base. So that’s a really big, important part of us preparing our customers for the new realities.”. The four recent payments revolutions.

Retail 100

Retail Apple Fraud Online 100

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. As Timlin alluded to, the eCommerce consumer journey is changing and retail needs to change with it. championships. “We That’s a lot of clutter.

social media 141

social media Branding Examples Marketing 141

PYMNTS

JULY 2, 2018

We think those brands – those with an authentic history and story to tell – are going to be the winners in this changing retail environment.”. And that customer base, Conn noted, is probably more diverse than most people would assume. I think we see brick-and-mortar survive in a different format,” he said.

Branding 101

Branding Retail New York Groups 101

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

DECEMBER 21, 2016

New payments and engagement systems are especially popular among younger consumers, according to the report, with 77 percent of North American customers between ages 18 and 34 reporting that they want more modern options at restaurant chains. A new kind of tableside service. Dining’s brave new table technology future.

social media 100

social media Survey Retail Technology 100

PYMNTS

FEBRUARY 22, 2018

Big merchants have many strategies, but they often lack an online checkout strategy. As a result, merchants may lose millions a year due to the friction associated with converting shoppers to buyers online. In fact, merchants experience an overall $200 billion in lost sales each year due to friction in the checkout process.

social media 140

social media Online Branding Strategy 140

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. Where there is success, there are followers in mainstream retail.

Branding 107

Branding social media San Francisco Community 107

PYMNTS

NOVEMBER 23, 2016

Its SaaS platform for accelerating eCommerce has been picked up by major retailers, including Puma, eBags, King Arthur Flour, Jo-Ann Fabric and Moosejaw, to name a few. Yottaa currently works with 100 retailers across 700 eCommerce sites. “We’ve Shoppers expect their retail sites to render in three seconds.

Retail 100

Retail social media Massachusetts Mobile 100

PYMNTS

FEBRUARY 6, 2017

While nearly anything can be ordered online, the few times people go into department stores are typically when there’s a need for a very specific item. Customers go in, grab what they want, get out and rarely want to physically speak to anyone. Let’s face it.

social media 100

social media Retail Customer Experience Online 100

PYMNTS

JANUARY 28, 2020

Like many companies, Keepsake reaches its market through social media. Weiss said the company has enjoyed the benefit of repeat business and word of mouth referrals from customers. As of the writing of this story, they have 26,000 followers on Instagram.

Mobile 141

Mobile social media United States Cards 141

PYMNTS

DECEMBER 2, 2016

She took to social media this past week to state that the continued use (and pursuit) by Wells to deal with its legal issues in arbitration renders the stated goals of making things right with customers basically a moot point. percent less according to the National Retail Federation. Playing chicken with your customers

Retail 100

Retail Taxes Data social media 100

PYMNTS

NOVEMBER 26, 2018

consumers, the path to discovering better fashion is found online. Revenue from online apparel, accessories and footware sales reached about $93 billion in 2017 and is projected to reach $138.7 With the advancements of smartphones, social media and the digital age, people want options,” Shay said. For many U.S.

Strategy 108

Strategy Retail social media Online 108

PYMNTS

OCTOBER 9, 2019

is putting more of its hopes into digital and mobile channels — and online culture — to expand revenue and its brand profile, and make up for declining wholesale sales. China Experience. Levi Strauss & Co. And users can take the dongle from garment to garment.

Branding 139

Branding Google social media Case Study 139

PYMNTS

JULY 18, 2016

Big Data can present big rewards or big headaches for retailers. A recent whitepaper by Synchrony Financial titled “Taming Big Data” found that efficient, targeted data collection can result in customized experience, which, in turn, leads to a better return on investment.

Data 100

Data Big Data Analytics social media 100

PYMNTS

MARCH 11, 2020

Just ask Carvana, the leading online automotive seller and a major force in changing the way people buy cars. billion, on an 82 percent increase in retail sales. That is the most organic growth of any automotive retailer ever in the U.S. Wall Street is a tough master, especially for eCommerce companies.

Company 130

Company Miami San Antonio Oklahoma City 130