PYMNTS

MARCH 26, 2020

If a retailer has been focused on an excellent customer experience, that should drive messaging to all three groups. Part of that communication and brand strategy must include social media, which too many retailers have de-emphasized. Even highly-regulated industries are catching on to this. The key word is service.”.

Branding 145

Branding Retail social media Customer Experience 145

PYMNTS

SEPTEMBER 9, 2020

There are many ways to mark the massive shift to digital that’s happened in the past six months, from baby boomers who’ve moved online after favoring real-world shopping to merchants who’ve made a hard shift toward digital and omnichannel. Wenzel said repeated conversions come from the entire commerce journey.

Branding 220

Branding Online Retail social media 220

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

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

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

APRIL 10, 2020

All that is starting to change, especially as more consumers turn to social media to seek support from their insurers, or even air their grievances. “So, So, if an insurance company does not invest in the customer experience of the claim, like during the claim flow, that is going to come back to them,” she said.

Mobile 198

Mobile Technology social media Customer Experience 198

PYMNTS

JUNE 17, 2020

With its new importance as a revenue stream, mobile ordering is driven in part by reviews and the exchange of customer data. Where you find customer data, you also find cybercrooks. A Fraudster’s Feast. Protecting web presence is thus likely to be a vital part of ensuring their continued existence for years to come.”.

Tools 141

Tools social media Fraud Mobile 141

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.”.

Study 196

Study social media Millennials Retail 196

PYMNTS

MAY 28, 2020

But when it comes to the digital customer experience, retailers are playing catch-up. The issue is critical as retailers either move online or put more effort behind their eCommerce capabilities. Eighty percent said providing a positive digital customer experience (CX) was a “challenge” as a result of the pandemic.

Retail 144

Retail Customer Experience social media User Experience 144

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

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

Accenture

MAY 7, 2019

What they are specifically discussing is the Revolut account and how impressed they are with the overall customer experience and features (I’m paraphrasing a bit). As of December 2018, Revolut had 200,000 Irish customers , an increase of fourfold in just over a year. The Know-Your-Customer (KYC) conundrum.

Customer Experience 178

Customer Experience Online Millennials social media 178

PYMNTS

DECEMBER 20, 2017

Many businesses now compete solely on the strength of their customer experience. Creating an experience that’s memorable and as effortless as possible for customers will likely be what makes them choose you from the dizzying amount of options available. Twitter-based customer service increased 250% from 2015 to 2017.

Branding 142

Branding social media Customer Experience Training 142

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

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

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. 80 percent of India’s online fashion market is controlled by Flipkart-Myntra and Amazon India.

social media 141

social media Customer Experience Branding Report 141

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

JULY 18, 2017

It also turns out the much-vaunted social media generation is less inclined to use social media than you’d think. Perhaps we should not be all that surprised at the findings, or that social media has a way to go before becoming banking itself becomes truly “social.”

Millennials 144

Millennials social media Survey Online 144

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. The 2019 wine retailer of the year was online – specifically, it was a good year for Wine.com. wine sales are sold online currently.

San Francisco 150

San Francisco Millennials Oakland Customer Experience 150

Perficient

SEPTEMBER 29, 2020

On the website, Gina finds a Health Bot that advises she try Urgent Care and shares the nearest location and online scheduling. She ignores the first one, but responds to later emails and schedules online. She books an appointment online. Building “stickiness” into the digital experience. And so on….

social media 294

social media System Retail Online 294

PYMNTS

DECEMBER 11, 2019

Consumers are beginning to express more preferences regarding their buying and selling experiences on online marketplaces, which are seeing an increased amount of competition in the market as they attempt to hold onto their customer bases.

Marketing 132

Marketing Millennials social media Case Study 132

PYMNTS

AUGUST 12, 2020

Seamless customer experiences are essential because consumers that face onboarding strains are likely to seek services elsewhere, Rodrigo Rodríguez , assortment and merchandising regional manager for Latin American eCommerce marketplace Linio , explained in a recent PYMNTS interview. They can even use some social media to register.

Customer Experience 197

Customer Experience Maine Regional America 197

PYMNTS

AUGUST 17, 2017

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. It turns out that retailers geared toward this younger demographic are having a tough time engaging them online.

Retail 127

Retail social media Online Mobile 127

PYMNTS

JUNE 18, 2020

The pandemic is having monumental impacts on restaurants’ operations and interactions with potential diners, pushing to the forefront services that offer quick and seamless online ordering tools to reach customers stuck in their homes. locations to allow customers who have placed online orders to conveniently and safely grab them.

Report 189

Report Online Strategy social media 189

NCR

AUGUST 2, 2016

The impact of online reviews is growing, according to ReviewTrackers research. More than 1 in 3 people won’t eat at a restaurant with 3-stars on online review websites like Yelp, Facebook and Google. The online review space has entered the social media era, and banks are struggling to catch up.

Online 40

Online social media Management Compliance 40

PYMNTS

MARCH 20, 2020

The perpetrators caused a 90 percent increase in fraud attacks between October and December 2019, and appear largely focused on new account registrations and logins across eCommerce, gaming and social media platforms. For more on these stories and other recent fraud decisioning headlines, read the Playbook’s News & Trends section.

Industry 225

Industry Fraud social media Security 225

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

AUGUST 17, 2017

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. It turns out that retailers geared toward this younger demographic are having a tough time engaging them online.

Retail 114

Retail social media Online Mobile 114

Bobsguide

DECEMBER 25, 2017

Chat, SMS, social media…there are so many channels these days for customer service. 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. It’s important to remember that not all customers are comfortable with all channels.

social media 111

social media Survey Branding Software 111

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. The participants were asked to pick from pay-per-click (PPC) ads, content marketing, social media marketing, and email marketing.

social media 141

social media Branding Examples Marketing 141

Perficient

SEPTEMBER 27, 2020

Social Media. If, as a brand, you have physical locations, be sure Buy Online, Pick Up in Store/ On-Location (can your DC be a pickup location?) Call Center/IVR scripts. Packing slips. Direct mail/catalogs. Highlight Alternatives to Shipping.

Branding 309

Branding DC social media Marketing 309

PYMNTS

AUGUST 9, 2018

“We are confident that this deeper collaboration with Dada-JD Daojia will enhance our omni-channel footprint and deliver a better O2O (online to offline) customer experience,” said Wern-Yuen Tan, president and CEO for Walmart China, reported Reuters. Earlier in 2018 Walmart opened a supermarket in China that is high-tech.

Tampa 100

Tampa social media Retail Online 100

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.

Policies 195

Policies Training Customer Experience Examples 195

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. How influential will mobile and social media be to their purchasing habits? 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

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

NOVEMBER 1, 2019

PYMNTS recently spoke to O’Neill about how the company took cues from social media platforms to address key AR pain points. “By By and large, the AR process is very inwardly focused, which sounds kind of strange because it’s about collecting money from customers,” he explained. It’s too compartmentalized,” O’Neill said.

social media 101

social media Tools System Payments 101

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