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kabbex_app A SOLUTION TO HELP ONLINE RETAILERS SELLING 2X MORE VIA MOOD-BASED PERSONALISATION!

15/02/2022

👉 Fashion houses today face a major challenge in meeting the needs of digitally native customers throughout the customer journey. Customers expect that you know what they desire and provide them with a tailored experience. The question is, do they want an offline experience that is unique and crafted, or a quick, convenient exchange online? Fashion retail customer experience is a whole new world to explore.

More than 5,000 shoppers were surveyed in 2019 about fashion brands (from luxury brands to fast-fashion to sports apparel) and several key experience gaps were identified. Among them:

✅ 75% of consumers have high expectations for the digital shopping experience, but only 63 percent feel brands deliver,
✅ Only 59% of consumers believe brands perform well for delivery and pickup, while 73 percent expect them to go above and beyond,
✅ 57% of consumers expect rewards and loyalty programs as part of their overall experience, but only 47 percent of brands deliver.

12/02/2022

👉 The consumer psyche is rapidly changing. Customers' expectations of speed and convenience have been raised by technology leaders such as Amazon.

Fashion companies have largely failed to follow tech companies in streamlining the customer journey. The process of shopping is fragmented in the industry, with customers often unable to shop based on their ideas, desires, or inspirations.

The way consumers get inspired has changed, leading to fragmentation. Traditionally, shoppers would get purchase ideas directly from brands (via magazines or in-store assistants). Social media, celebrities, and influencers are now the main sources of inspiration for consumers, as well as spotting an attractive look on the street. Surveys of millennials found that 41 percent of them trust influencers and bloggers, while just 20 percent trust store employees. For some, the increasingly diverse types of inspiration can be confusing, because it removes the direct link between ideas and products. This can cause significant barriers in the customer decision-making process.

After consumers have an idea, but before identifying where to purchase the product, they hit a key pain point. This frustrates the instant-gratification impulse. Most consumers don't know the correct terminology for the products they look for, and word-based searches don't lead to the right place.

10/02/2022

👉 The majority of people believe that they make rational purchasing decisions after considering a wide range of options. The truth is that emotions significantly influence and sometimes even determine our decisions when it comes to purchasing:

✅ We react emotionally 3,000 times faster than we think rationally.
✅ 5X faster than rational thinking, emotional parts of the brain process sensory input.
✅ Brand-name Emotions are 24 times more persuasive than reasoning.

Studies have shown that shoppers evaluate brands primarily based on emotions (personal feelings) rather than on information (features and facts). Additionally, positive feelings about a brand have a much greater impact on loyalty than other judgments based on the brand's more rational attributes.

A majority of us purchase brand-name products based on our emotions. As a matter of fact, we can often find things with lower prices as own-label brands and that are made from the same ingredients. Why then, do we choose to pay more for brand-name products?

08/02/2022

👉 A business owner has to deal with a variety of emotions, particularly those of their customers. To acquire useful information and training to do a better job of addressing customers' emotions both in marketing and customer experiences, without advanced solutions, it can take years to master the art of addressing customers' emotions intelligently and tactfully. Here are eight important tips every company should consider when dealing with emotions in business, especially on social media:

✅ Authentically share your emotions: Your own emotions should be communicated when you want to evoke an emotional response from your customers and prospects.
✅ Don't market to the head, but to the heart: We aren't exactly the most rational creatures in the world. People buy things when they feel the need to do so. 'Feel' is the key word here.
✅ Become a master of infotainment: When it comes to creating video content that is high quality, engaging, and captivating for viewers, infotainment, the combination of information and entertainment, is quickly becoming a necessary component.
✅ Consumers, not products, should be the focus: In every scenario, it should be about the consumer rather than the product. Marketing is all about the consumer, their experience, and how they feel.
✅ Make your purpose clear: You should do it now if you didn't in the early stages of your business. Make sure your vision and mission are clearly defined.
✅ Recognize The Negative Emotions: Managing unhappy customers is part of running a business. There will always be issues in a business, and the key is to never dismiss a customer's complaints.
✅ Don't Just Promote A Product or Service; Promote A Lifestyle: It is not enough to simply and overtly advertise your products or services to genuinely appeal to the emotions of your target audience. Instead, talk about the lifestyle your target audience can have by a product from you.
✅ Communicate in Both Directions: Your message for your target audience is clear, and you want to convey it in a way that will effectively capture their attention. At the same time, it is equally important to listen to your customers.

06/01/2022

👉 Whenever we refer to a brand as having an "Emotional Connection", we mean emotions that coalesce into a bond between you and that brand. If you are emotionally connected to a brand, you are feeling positive feelings towards that brand beyond simply liking it, which means that you may do one or more of the following:

✅ Shop more from that brand.
✅ Promote the brand to others.
✅ Be more attentive to the brand's communications
✅ Be less price-sensitive than you would be for other brands.

That is how we define emotional connection. To see how we doubled customers' orders within just three months through our proven algorithm, schedule a call with us today.

02/01/2022

👉 A study conducted by Philippe Verduyn and Saskia Lavrijsen at the University of Leuven provides insight into the role of emotion in the customer journey. The study looked at which emotions last the longest, and why.

They discovered that sadness and other similar negative emotions tend to last the longest. The reason for this is that these are usually associated with major life events that have a lasting impact, such as bereavement. It indicates that negative emotions have a longer-lasting impact on the customer experience than positive ones. The emotions we experience after a service failure or customer service problems, such as disappointment, anger, irritation, anxiety, or stress, will likely last longer than those we feel after happy, pleasant, and enthusiastic experiences.

✅ In other words, customers tend to remember negative experiences for a longer period of time than their positive ones. Accordingly, customer service centers should place a greater emphasis on minimizing situations that could potentially cause negative emotions. If you significantly reduce these instances, you can then focus on providing customers with services that delight and impress them.

31/12/2021

👉 Feeling good about a brand pays dividends. Also, bear in mind that according to studies...

✅ Customer feelings of pleasure and arousal in a retail store environment were positively correlated with more time spent at the store and with higher spending on unplanned purchases, regardless of cognitive factors such as merchandise quality and variety.
✅ The fulfillment of a customer's emotional needs (such as feeling sincere and empathic) is 40 percent more important than objective attributes such as price in high-level interactions like a car purchase.
✅ Advertising campaigns that are based on emotional messaging are twice as likely to generate large profits than those driven by cognitive facts.
✅ Emotions have been shown to predict both positive and negative word-of-mouth intentions in consumers.
✅ Hotel guests who felt "important" and "respected" during their stay were 41 percent more likely to return.
✅ Data collected from 10,000 consumers across dozens of brands indicates that "improvements in differentiating the emotional elements of a brand have a 50 percent greater impact on customer loyalty."

Despite marketers generally understanding the importance of customers' emotions, most still struggle to act upon it. 62 percent of marketers said rational and functional elements form the basis of their brand's message, with only 38 percent focusing on emotional aspects.

14/12/2021

👉 Most marketers used old-school methods such as surveys and questionnaires to collect feedback until recently. Although these do provide some insight, it is largely superficial. As well as big data benchmarks such as website clicks or product sales. Such data can help companies understand things like demand, but understanding why a product is successful (or not) is critical information they must know.

As well, many businesses rely on gut instincts and past experiences for guidance in making decisions. Seeing what has worked in the past, they assume it will work again. As a result, the "been there, done that" attitude fails to address consumers' constantly evolving needs. As a result of the pandemic, customer understanding and empathy is more important than ever. As the world has changed dramatically in a short period of time, it is more critical than ever to understand your customers' feelings, attitudes, and emotions.

✅ Brands can create a strong emotional connection with their customers. Deloitte Digital reported that 60 percent of loyal customers use the same kind of emotional language they use for their friends, family, and pets when speaking about their favorite brands.

✅ Consumption is driven by emotions, which customers use to connect with brands. A marketer's role is to make customers feel confident about their purchasing decisions, address any concerns, and provide the best possible experience.

11/12/2021

👉 Despite pandemic-related urgency for greater empathy and emotional understanding, emotion has always been an essential component of the customer experience, even if often neglected.

Forrester analyst Ian Jacobs has conducted research that shows three main factors influence customers' perceptions of brand experiences:
✅ Effectiveness: Are customers getting value from the experience?
✅ Ease: how easy is it to obtain value from the experience for the customers?
✅ Emotions: did customers enjoy the experience?

According to the study, emotion accounted for the largest share of the two-dozen vertical industries examined.
Ian Jacobs says that while ease and effectiveness are not exactly what brands would like to be, they are certainly better understood inside brands.
In customer care, brands are aware of whether their experiences deliver value to customers. There has been an increased focus on ease - how easy it is to obtain value from the experience - over the last couple of years. But emotion .. The fact that consumers would prefer to have a root canal over calling a contact center is due to the emotional component that we ignore, says Jacobs.

As he continues: When it comes to customer service, emotion is almost unspoken. There is no emotion in how we measure success, how we train our agents, or how we measure the quality of our customers' interactions with the brand's customer service representatives.

10/12/2021

👉 Customer's emotion can be measured and there are metrics associated with it. Since customer emotion has not yet been translated into metric-driven customer service in many organisations, it is no surprise to see a lack of activity around it.
We might be misled by ease metrics too, if we consider them as part of the overall dashboard that judges whether a contact centre manager is successful or not. We must change the metrics that drive our service organisations. It is possible to be incredibly effective while also being tone-deaf, so we must change the metrics to reflect this.
✅ A contact center's ability to demonstrate higher Net Promoter Scores (NPS) is great - but only when the contact center manager is being judged based on NPS in the first place. If they are being judged on their call handling time, and their 20% increase in NPS was accompanied by an 11% increase in handle time, the manager would not be willing to make that trade.
Therefore, companies need to think long and hard about how the emotional component of their employees will affect their performance.

09/12/2021

👉 The use of technology is helping organisations get a better understanding of and improve their emotional experiences.

✅ To show empathy, you need two things: a deep understanding of your customer and their journey, as well as the ability to hear and understand where they are right now. Through technology, we can gain real insights into where a customer is in their journey, and present this information in a timely and clear way during the interaction. Additionally, it helps staff understand conditions, emotions, and insights through a deep understanding of both the context and its sentiment, Brendan D***s, Genesys' marketing director, explains.
A real-time analysis of customer interactions helps identify how emotional they are; for example, when the customer started off neutral but is now getting upset, the employee receives real-time cues to help them demonstrate empathy. An employee might be notified that a confused customer or an unhappy customer needs immediate attention.

✅ When the staff is dealing with a frustrated customer, and their own frustration can rise, they might need this kind of external prompting to be able to provide emotionally-savvy service to the customer, says Ian Jacobs, principal analyst at Forrester.

30/11/2021

👉 Researchers at HBR found that even a small increase in loyalty by 5% can increase profits by at least 25%. Having a deep understanding of customer emotions has always allowed companies to deliver more memorable experiences and build trust at crucial points of the sales process, and ultimately grow their business.

A company will be more likely to win customer loyalty if it recognizes and responds to customers' feelings at various points in the sales process. According to Customer Think, 63% of customers who have positive feelings about a company are likely to stay loyal, while 74% proactively promote the company to others. In order to ensure quality customer experiences at every stage of the journey, here are five suggestions to manage customers' emotions:

✅ Recognize customer emotions in various situations
✅ Make sure your agents know how to deal with customer feelings
✅ Measure customer satisfaction using analytical tools
✅ Speak to customers who are experiencing negative feelings
✅ Make a positive emotional impact

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