Customer Experience
“The customer is always right” is a timeless tenet of customer service policies. Even though we all know that not every customer is right all the time, we understand that this phrase is meant to work towards the key to merchant success: customer satisfaction and loyalty. Keeping customers coming back for more establishes a strong […]
In today’s digital economy, everything from payments to personal finance is rapidly evolving. Banks and payment providers are often left struggling to keep up with constantly changing consumer preferences. As consumer wariness of the financial industry mounts, traditional forms of spending and saving are becoming obsolete. This, in turn, makes the current methods for assessing […]
2020 turned the fashion industry on its head, sending in-store revenues plummeting while eCommerce sales soared. A transition that would’ve taken years was completed in a matter of months, giving businesses that were already strong digital players a significant advantage. Those who were not, on the other hand, often struggled to accommodate the shopping boom […]
The air travel crisis has made one thing clear: the time for digitalization is now. The industry is not expected to return to cash positivity until 2022, but airlines can’t afford to continue counting their losses. The economic and social impact of the pandemic, combined with the explosion of a new digital front, offers an […]
Payment authorization failures give merchants such a headache, costing them loyal customers and $600 billion in revenue. It’s not a problem easily solved, because merchants have only limited control over authorization decisions. The vast majority of declines are made by card issuers and payment gateways. Merchants have a difficult time understanding the root of the […]
eCommerce businesses spend most of their budget on customer acquisition, focusing on getting consumers to hit the “buy” button. While failing to reach the proper target audiences in the appropriate channel tends to be one of the biggest factors contributing to acquisition leakage, another looming threat, the problem of payment declines, is often overlooked. According […]
Fulfillment has become a top priority for customers. According to Shopify, 67% of U.S. consumers expect either same-, next-, or two-day delivery. Click-and-collect commerce is also on the rise and is forecast to top $64 billion in 2021. Around the world, businesses are prioritizing fulfillment to meet this demand – evident in the arms race […]
**All details have been anonymized. Alice** was buying furniture for her move to New York City. After a full day of price comparing, reading reviews, and calculating the right measurements for her new apartment, Alice decided on her purchase. At 5 pm, she ordered a $200 couch and a $300 mattress from a retailer we’ll […]
Forrester indicates that 27% of brands improved their CX Index score in 2020 – a notable jump. But the crisis made clear the gap between customer experience leaders and the laggards: 70% of the most digitally mature companies significantly outpaced their competition. To build up resilience and drive recovery in the long run, eCommerce merchants must […]