Last updated: A few of your favorite things: Our top 10 posts of 2016

A few of your favorite things: Our top 10 posts of 2016

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It’s been a banner year here at The Future of Customer Engagement and Commerce, and we couldn’t let the holiday season pass without thanking our readers for their time and engagement. We know know busy you are, out there managing the digital transformation, and we’re grateful that you take some of your precious time and set it aside to see what we’re sharing.

Throughout 2016, visitors to our site were looking for ways to improve the complete customer experience. Our most widely-shared and read posts had two common themes—what the future holds and the constant evolution of customer engagement.

From the skies above to the ground below, from airlines to retailers, everyone is focused on how to create better relationships with their customers.

Top 10 posts of 2016

Change is constant, but the core ideal remains the same: offer unforgettable and personalized experiences, and your business will thrive with loyal customers. I hope you enjoy our top 10 posts from 2016.

10. How a 100-year old grocery store is winning the modern retail game The modern supermarket came about in the 1930s based on the premise that one store would have most of what we all need to buy. The rise of the Internet and mobile, though, has ushered in the opposite: a focus on personalization. So, at first blush, Wegmans would seem to be on the wrong side of history. Actually, Wegmans is thriving in the digital age as the 100-year-old chain has embraced data-focused marketing and changes in consumer expectations wrought by the rise of mobile and ubiquitous Internet access. [Read the rest]

9. Top 6 e-commerce trends to watch in 2015 (No, that’s not a typo—this was still a popular post in 2016!) In 2015, e-commerce trend growth will continue to slow in mature markets, but businesses who can give amazing service and usability will continue to get amazing results, while those who lag behind on the usability front will be increasingly exposed. There is no hiding place for a poor e-shopping experience in 2015. [Read the rest]

8. How to engineer a great customer experience Everybody is talking about customer experience these days, but how many companies actually follow through to ensure that their customers are getting the best experience possible? And how are they doing that? You’ve heard the mantra, “You’ve got to think like the customer,” but unless you embed that into your company culture, and unless everybody from the top down has it embroidered on his/her brain, it’s too easy to develop ease of use for me, instead of ease of use for customer when thinking about systems and outcomes. [Read the rest]

7. Virtual, augmented reality will change how we work, play, live Virtual reality and its close partner augmented reality used to be the stuff of science fiction movies. But now that both technologies have become more practical and accessible, they’re changing the way we handle our personal relationships, professional lives and recreational habits. Were now able to be part of an experience or be present for an in-person encounter, even if only virtually. [Read the rest]

6. The sales process audit: 7 magic questions to ask and answer How well is your sales process actually working for you? Not on paper—in the real world. Establishing a sales process and never checking it is a bit like buying a car and never changing the oil. Sure, it will run for a while. Until it breaks down and leaves you stranded on the side of the freeway. If you want to really understand how well your sales process is doing, ask these seven questions. And be honest. [Read the rest]

5. Are you delivering the great customer experience people expect? The biggest challenge for B2B companies is delivering a superior experience every time a customer interacts with you. The buying journey no longer moves in a neat linear progression from awareness and interest through to purchase in a carefully choreographed series of steps directed by the salesperson. Instead, the customer is now firmly in charge and their journey is organic and unpredictable, spanning any number of channels and touchpoints. It can start anywhere and go in any direction – even backwards and in loops – and every customer journey is unique. [Read the rest]

4. Infographic: 20 predictions for the future of retail As customers grow more aware and more demanding, retailers all over the world are striving to push the limits and stay one step ahead of the competition. Retail Vision recently contacted 40 well-known experts in retail to understand what new trends and innovations we can expect in this industry. While omnichannel flexibility is a common theme for many, others point to technological advances that will change the world of retail beyond recognition in the coming years. The infographic is a compilation of 20 of the most thought-provoking ideas and opinions from the study. [Read the rest]

3. Infographic: 5 key factors in a winning omni-channel experience For brands that want to reach modern customers, omni-channel commerce is no longer optional. The contemporary customer makes purchasing decisions that unfold over multiple touch-points—online, offline, via mobile and on social channels. The infographic points out the five key factors that create a winning omni-channel experience, with the data to back it up. [Read the rest]

2. In 2020, customer experience will look like this Since we are living in an age where retail chains go bust by the score, the need for an optimal customer experience is clearer than ever. Modern technology offers many opportunities to enrich the experience even further, especially since it is developing at breakneck speed. But what will customer experience look like in, say, four years from now? [Read the rest]

1. Here’s why airlines are finally going to improve their in-flight digital experiences Research shows that most consumers at least want the option to use digital media to entertain themselves during flights or get work done that requires Internet access. In particular, they want Wi-Fi. For various reasons, most airlines have been slow to address this need and have done so with sub-par services. That’s changing, ushering in a new type of digitally enhanced flight experience that also presents valuable marketing opportunities. [Read the rest]

Better.
Faster.
Amazing every time.

A CX that drives loyalty + bottom lines starts HERE.

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