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Home » Keywords » customer satisfaction

Items Tagged with 'customer satisfaction'

ARTICLES

Retailers, How Many of Customer's Senses Do You Appeal To?

October 7, 2015
CRM Daily
It takes a lot of work for retail brands to deliver a remarkable experience. It can be done, however, by making sure the environment touches each of the five senses.
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Slow Returns Process Causes Retailers to Lose Consumer Loyalty

May 11, 2015
Sourcing Journal
Getting customers whatever they need whenever they need it, and as quickly as they expect it, has become easier. Yet the returns process has some retailers winning and others floundering.
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Step Up Digitization of Business Processes if You Want to Meet Customers' Increased Expectations

June 9, 2014
McKinsey
Customers have been spoiled. Thanks to companies such as Amazon and Apple, they now expect every organization to deliver products and services swiftly, with a seamless user experience. Are your processes up to that level of expectation?
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Shoppers Disappointed with Performance of Commercial Shipping Giants During Holidays, Survey Finds

May 7, 2014
American Customer Satisfaction Index
In a survey that tracks consumer satisfaction in several areas, consumers expressed disappointment with commercial shipping, with much of their dissatisfaction caused by last-minute shopping during the holidays and delivery delays attributed to harsh weather.
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CRM from a Supply Chain Perspective

February 28, 2014
SupplyChainBrain
Analyst Insight: Customer relationship management evolved from contact management, a sales-focused process for suppliers. In many cases, CRM must be rethought; it should be stood on its head, starting with customers' needs and working back to suppliers. Because most companies lack sufficient resources to satisfy every customer, this approach initially leads to frustration. But "every customer totally thrilled" is the wrong objective. To the contrary, it's critical to focus: to "wow" the most profitable customers, and serve them perfectly. Supply chain responses must match segmented and targeted relationships to build satisfaction and profit. - Robert Sabath, Principal Essentialist SCM, Trissential
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Collaboration Between Competitors to Attain Customer Goals

August 2, 2013
Jonathan Pine, CEO, Renova Technology
Competition within the supply chain industry is fierce. Internal executives, third-party providers and industry consultants all have their own special sauce strategies to navigate the twists and turns of the supply chain. Touting a company's strength is important for shareholders and marketing efforts. But value can be generated by recognizing operational deficiencies, and seeking out partner companies with complementary competencies. By this initiative, both companies capture or retain the ultimate prize - the customer. Sometimes a company's best choice for a partner is the least expected or desired - a competitor.
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Getting the Most from Your Online Customer Surveys? Do You Even Have Such Surveys?

July 17, 2013
CRM Buyer
If ever there was a case for conducting online customer surveys, Adam Lasky, global social media coordinator at Spreadshirt, has lived it.
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Canadian Tire to Use Tablets to Enhance In-Store Shopping

April 3, 2013
RIS News
Canadian Tire will deploy at least 5,000 tablet devices to its core network of 490 stores beginning in May. The rollout follows fast on the debut of a digital content hub designed to improve both in-store and online shopping experiences at Canada's largest retailer.
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Segmenting Supply Chains for High-Impact Analysis

March 14, 2013
SupplyChainBrain
Analyst Insight: Innovative and strategic supply chain segmentation is a key strategy for effective supply chain analysis, enabling greater responsiveness and the ability to focus resources. Competition requires a better identification of key supply chain segments, considering that 80 percent of results come from 20 percent of items. An additional factor adding complexity is that increasingly manufacturers are adding services as part of their offerings - termed "servitization." Effective segmentation is the key to managing these complexities. - Nada R. Sanders, Professor of Supply Chain Management and Iacocca Chair, Lehigh University
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More Luxury Shoppers Use Mobile, But Prove Harder to Please Overall, Study Finds

January 21, 2013
ForeSee
Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee.
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