B2B in transition: new customer needs require change
The numerous changes caused by the pandemic have hit the B2B market just like every other area of business. But what does it mean for companies and their customer relationship management?
Loyalty programs: Reward models for greater customer loyalty
Loyalty programs motivate customers to engage more often with a company. But what can companies offer customers in these programs to build trust and retention?
Customer service: speed trumps personalization
When customers have a question or a problem, they want a personalized approach and relevant help. Above all, they want a quick solution – something customer service doesn’t always offer.
eCommerce: Don’t underestimate the shopping cart
My Amazon shopping cart is my notepad, my wish list and my shopping list all at once – and I’m not alone. But what do studies say about shopping cart usage patterns in eCommerce and what do retailers need to keep in mind to avoid the dreaded shopping cart abandonment?
The digital trends 2021 of our ec4u experts
It is an annual tradition to ask among my colleagues what (digital) trends they see for the coming year. For the trends 2021, I collected a diverse mix from eCommerce optimism to useful office apps.
Voice Assistants and Voice Search: The future of commerce?
When it comes to technologies that can potentially turn customer behavior and marketing upside down, voice search and voice assistants are at the top of the list. But what exactly do we know about user behavior and handling of language assistants?
Benchmarks, trends and customer centricity: Know your customers
Benchmarks are popular tools to adapt and optimize processes, systems and methods. What are other companies doing, what are current trends and what works? But if you lose sight of your own customer base and only concentrate on benchmarks, you might get lost in the hype.
Customer Centricity: from Inside-Out to Outside-In
When speaking about Customer Journey Management, Outside-In and Inside-Out views are often mentioned. But what do these views mean and should you use one of them or can you combine them?
Customer service: information is key
A good customer experience doesn’t need to be perfect to the nth degree. But companies need to be open when it comes to mistakes. If you ignore obvious gaps in the customer journey, social media users will find a way to make them public.
What are ROPO-customers (and what do they need)?
The stationary trade has long feared that due to the growing number of digital channels customers will turn their back to traditional brick & mortar stores. But many customers use online channels as starting point for all their product researches.