customer experience

Modern consumers demand great experiences throughout the purchase journey. In fact, Salesforce research found that 88% of customers find the experience a company provides to be as important as its products and services.  Brands that focus on CX often see a big return. Consider the fact that customers who have positive experiences with a brand…

Recently, Salesforce released their 2022 State of the Connected Customer study. We’ve loved digging into all the fresh insights about consumer behavior.  One particular finding that stood out to us is the fact that customer experience has never been more important. This year’s report found that 88% of customers say the experience a company provides…

When the Amazon Prime membership program was first launched, you probably believed it was the most revolutionary idea in the eCommerce world. You simply pay an annual membership fee, and you’re guaranteed free delivery within one or two days. Now Amazon has introduced an even better idea with its Buy with Prime program. The new…

Consumer behavior is always evolving. But the events of the past couple years have accelerated that evolution. Of course, we’ve seen a large (and well-reported) shift in where consumers browse and buy products. According to eMarketer, retail eCommerce grew a staggering 32.4% in 2020. And by 2025, eCommerce is expected to account for nearly a…

One of the first topics covered in just about any introductory business class is the sales funnel and the stages within it. In other words, the steps a consumer goes through when making a purchase.  Though there are many variations of the sales funnel out there, a simple one (that’s relevant to B2C brands) might…

At this year’s Shoptalk, the topic of new channels was one that came up time and again. There were sessions focused on it, as well as conversations at networking events and the expo hall.  Clearly, it’s a topic that’s top of mind for brands and retailers. In fact, 75% of Shoptalk attendees said that new…

Consumers have certain, basic expectations when it comes to customer service. That’s nothing new. For example, most have always expected friendly agents and quick resolutions to their issues. But these days, consumers have higher standards than ever before. Per Salesforce’s State of the Connected Customer, over half of consumers say the crises of the past two…

A few weeks ago, the team at 1440 headed to Las Vegas for Shoptalk 2022, one of our favorite events of the year. And it certainly didn’t disappoint. The event was billed as “retail’s big reunion.” And that’s exactly what it felt like. After a long hiatus from in-person events, it was great to reconnect…

Delivering great service throughout the customer journey has always been an important way to gain a competitive edge. But lately, it’s gotten even more important, as customer expectations have never been higher.  Per Salesforce’s State of the Connected Customer, more than half of consumers say that the crises of the past couple of years have…