Gift-BoxThe holiday season is upon us! No matter where you are in the world, the next few weeks are the biggest retail opportunity of the year to connect with customers and drive sales as the year comes to a close. Try as retailers might with slashing prices, and launching earlier promotions and doorbusters, the overall customer experience will be a leading factor of why a customer purchases an item this holiday season. More than ever,  teams need to engage customers to resolve any customer service, purchase and fulfillment, or payment issues they may encounter. And they need to do it across all channels.

So let the countdown to the holidays begin! As you get ready for the rush, below are 12 retail CX blogs to put you in the holiday spirit – and help you make the most of the retail opportunity this season:

1. Don’t Forget the #CXFactor in Your Omnichannel Strategy this Holiday Season!

According to a recent article in USA Today, “This holiday season will bear witness to a digital shift in the retail world as more retailers and shoppers than ever embrace what’s known as the omnichannel experience.” Read more

2. iBeacon Engages Mobile Customers in a Whole New Way

iBeacon is the turning point for mobile engagement. And with US retailers like Macy’s, Best Buy, Target, J.C. Penney and Kmart all looking to get in on location-based message marketing, there will be no shortage of news about how beacon messaging will enhance the mobile customer experience. Read more

3. 3 Strategies to Reduce Online Shopping Cart Abandonment

Did you know that more than $3 trillion in merchandise is abandoned every year in online shopping carts? The figure dwarfs the $1.4 trillion that’s actually sold.  For companies that overcome the challenge, the prize can be significantly more revenue, yet there’s a very small window of opportunity to capture it. Read more

4. Mobile Was the Gravy on Black Friday Weekend [Infographic]

45 million shoppers headed out on Thanksgiving Day 2013. We pulled together a mobile customer experience infographic to capture some of the many stats that make up this mobile shopping holiday that has become as American as apple pie. Read more

5. How Should Retailers Handle Customer Complaints?

With the holiday season underway, retailers need to know how they will provide a delightful customer experience across multiple channels as well as have the resources to create positive resolutions for customers. Read more

6. Make Your Compliance List, and Check it Twice

When making their wish lists – for gifts and contact center technology – everyone wants the hottest and newest items.  Dialer technology, for example, must be adaptable in the face of the ever-changing regulatory landscape.  Here’s what’s at the top of a contact center leader’s list this holiday season. Read more

7. Sales Associates Are the Key to Combat Showrooming

Price will always be a deciding factor for consumers, but a few dollars doesn’t hold as much purchase power as providing an overall positive customer experience – as they say, cheaper is not always better. Read more

8. Don’t Be Scared of the Holidays! 3 Ways to Add Mobile to Your Retail Marketing

Don’t be scared if you don’t have a mobile marketing program in place. Adding mobile into all other channels, such as TV, print, online, in-store signage and POS representatives, can be quick and easy. Read more

9. Hello, Is It Self-Service IVR You’re Looking For?

In today’s fiercely competitive environment, retailers need to interact with customers in a way that will keep them coming back – by optimizing your self-service IVR. Read more

10. Hey Consumer Brands – It’s Time to Get Your Social Service On

Of the myriad channels for customer service, Twitter is probably the most difficult to tackle efficiently – consider this recent social customer service project that showed top brands responding less than 14 percent of the time. Read more

11. 5 Ways Proactive Fraud Alerts Protect Customers and Banks

With the holiday shopping season upon us, yes even in September, credit and debit card transactions will begin to rise both in store and online.  As the number of sales transactions increases, so does the risk of fraud. Read more

12. Workforce Management in the Back Office – The Walgreen’s Story

Kirwyn Adderley from Walgreens shares his experience of implementing workforce management in the back-office and outlined four best practices. Read more

Have we missed any best practices in our list? Let us know by leaving a comment below!

And have a great and safe holiday season!

Rachael Royds

Rachael Royds

As Director of Social Media Marketing at Genesys, Rachael leads the Genesys social media strategy globally for marketing, corporate communications, and employee advocacy. Rachael brings over 10 years of experience in B2B, B2C, and non-profit marketing. She previously held marketing...