2019 Holiday Prep Survival Kit

Heading into the 2019 holiday season, perfecting the customer experience is more important and more challenging than ever.

Omnichannel merchants of all sizes are struggling against the dominance of a handful of mass merchants, with Amazon alone dominating some 44% of all sales on the Web. With products and pricing becoming less viable as differentiators, many sellers are positioning themselves as niche experts backed by stellar customer experience. Technology researcher Gartner found that two-thirds of companies already consider themselves to be competing primarily on customer experience – and that number is forecast to rise to 81% of companies by the end of this year.

Consumers, too, increasingly value customer experience; they’re willing to pay a premium of 16% to companies that provide great customer experiences along with quality products and services, consultancy PwC found. On the flip side, just one poor experience can drive 17% of U.S. consumers to find another brand, while several poor experiences can drive away 59% of shoppers.

But even as customer experience assumes a leading role in brand value, delivering truly standout service is more challenging than ever. That’s because:

  • Shopping is everywhere. The rise of eCommerce has spurred double-digit revenue growth for years, and now mobile is ascendant, with browsing on smartphones making up the majority of time shoppers spend online with brands. Add to the mix nascent efforts at native commerce for social media platforms from Facebook to Snapchat, opportunities for enabling transactions on devices from watches to refrigerators, and the rise of pop-up retail and other reinvigorating takes on traditional stores, and it’s easy to see that merchants face a steep challenge when it comes to providing smooth, agile service. As consumers increasingly expect quick and flawless execution of online-to-offline services such as Buy Online, Pickup In-Store (BOPIS), merchants must find new ways to coordinate operations internally and to assist shoppers across touchpoints.
  • Information is ambient and intimate. Gone are the days when an argument over movie trivia or a sports record lasted the span of an entire meal; nowadays, the debate ends instantly with a quick Google search via smartphone. With such ready access on demand, consumers expect to access brand and product information at any time. Search engines on mobile devices are just the start; as the machine intelligence behind voice recognition grows more sophisticated, the intermediaries of screen and keyboard are increasingly being replaced by digital voice assistants and smart speakers. With information everywhere, consumers expect to be able to access what’s personally relevant:  Searches containing the phrase “for me” rose 60% from 2015 to 2017, according Kleiner Perkins, while inquiries about resources “near me” skyrocketed a whopping 900%.

To meet these challenges, merchants are providing customer assistance through ever more outlets and formats — and increasingly rely on artificial intelligence (AI) to help process and respond to the growing demand for relevant information and assistance. More than half of marketers globally surveyed by Business Insider are already using AI, and BlueShift found that among U.S. B2C companies, 64% of marketers predict they’ll increase AI use in the coming year.

The peak holiday season raises the stakes still higher for standout service, with shoppers’ expectations running high for convenience, savings, and service within a tight calendar of sales events and delivery deadlines. With fourth-quarter sales representing up to 30% of retailers’ total yearly revenues, it’s crucial to demonstrate customer service prowess during the peak season in order to compete successfully in a crowded marketplace.

As merchants head into the final countdown to the holidays, this guide provides a comprehensive overview for delivering a proactive differentiated customer experience across touchpoints.  The following pages detail

  • The proactive service content merchants need, and the formats and touchpoints shoppers use to find it
  • The omnichannel handoffs sellers must execute flawlessly in order to deliver a seamless, responsive experience
  • How merchants can build on customer interactions to encourage future re-engagement and repeat purchases

With these fundamentals in place, merchants can meet and exceed customer expectations for quality customer experience during the holidays and beyond.

 

Subscribe to Linc Insights.

Stay updated on the latest in AI Automated Customer Assistance Software.


Insights for the Customer Experience.

eTail 2020 Highlights – Direct Customer Conversations Drive High Organic Revenue Growth

eTail 2020 Highlights – Direct Customer Conversations Drive High Organic Revenue Growth

How AI Makes Your Human Agents More Efficient

How AI Makes Your Human Agents More Efficient

Bespoke Customer Experience – Customization Doesn’t Involve Reinventing The Wheel

Bespoke Customer Experience – Customization Doesn’t Involve Reinventing The Wheel

2020 Customer Experience Trends – Privacy Will Get Real

2020 Customer Experience Trends – Privacy Will Get Real

The Quality of AI Will Make Or Break Brands This Year – 2020 Trends

The Quality of AI Will Make Or Break Brands This Year – 2020 Trends

2020 Trends in Customer Experience – Both Free and Fast Matter

2020 Trends in Customer Experience – Both Free and Fast Matter

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

Why conversational commerce is a must-have after this holiday season

Why conversational commerce is a must-have after this holiday season

2019 Conversational AI Recap

2019 Conversational AI Recap

New Feature: FAQ Curator for Conversational AI and Post-Purchase Engagement

New Feature: FAQ Curator for Conversational AI and Post-Purchase Engagement

5 Reasons Why Retailers Should Optimize For Live Chat

5 Reasons Why Retailers Should Optimize For Live Chat

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Service is the Secret Sauce

2020 Trends in Customer Experience- Service is the Secret Sauce

2019 Holiday Survival Tips For Retailer’s: Automate Predictive Intelligence To Drive

2019 Holiday Survival Tips For Retailer’s: Automate Predictive Intelligence To Drive

2019 Holiday Survival Tips For Retailer’s – Spotlight loyalty club holiday perks

2019 Holiday Survival Tips For Retailer’s – Spotlight loyalty club holiday perks

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

5 Reasons Retailers Should Optimize Live Chat

5 Reasons Retailers Should Optimize Live Chat

How To Choose a Live Chat Vendor

How To Choose a Live Chat Vendor

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

2019 Holiday Survival Tips: Practice Omnichannel Transitions for Stellar Customer Experience

2019 Holiday Survival Tips: Practice Omnichannel Transitions for Stellar Customer Experience

2019 Holiday Planning | Content Preparation

2019 Holiday Planning | Content Preparation

2019 Holiday Prep Survival Kit

2019 Holiday Prep Survival Kit

Your Data Won’t Get Results Without Context

Your Data Won’t Get Results Without Context

Best Practices for Setting up a Referral Marketing Program

Best Practices for Setting up a Referral Marketing Program

How to Evaluate an Automated Shopper Assistance Platform

How to Evaluate an Automated Shopper Assistance Platform

Automated Shopper Assistance: What It Is and What It Means for Retailers

Automated Shopper Assistance: What It Is and What It Means for Retailers

Multi-Channel Customer Journeys Are The New Reality

Multi-Channel Customer Journeys Are The New Reality

Best Practices for Increasing Shopper Opt-In Rates

Best Practices for Increasing Shopper Opt-In Rates

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

Building Your Conversational Commerce Technology Stack

Building Your Conversational Commerce Technology Stack

New Feature Alert: Intelligent Promotion Botlet

New Feature Alert: Intelligent Promotion Botlet

Turning Touchpoints into a Journey

Turning Touchpoints into a Journey

Designing a Customer Experience Strategy for Conversational Commerce

Designing a Customer Experience Strategy for Conversational Commerce

How the New Silo-Less Organization is Creating a CX Evolution

How the New Silo-Less Organization is Creating a CX Evolution

Best Practices for Customer Engagement at Every Touchpoint

Best Practices for Customer Engagement at Every Touchpoint

New Feature Alert: Automated Assistance for BOPIS

New Feature Alert: Automated Assistance for BOPIS

New Feature Alert: Content Inspiration Botlet

New Feature Alert: Content Inspiration Botlet

6 Costly Misunderstandings about Chatbots and Amazon Alexa

6 Costly Misunderstandings about Chatbots and Amazon Alexa

2019 Omni-Channel Tech Journey

2019 Omni-Channel Tech Journey

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

Customer Experience as the New Competitive Battleground

Customer Experience as the New Competitive Battleground

Conversational Commerce is the Future and the Present

Conversational Commerce is the Future and the Present

Press Release | CUTS Clothing Automates the Customer Experience

Press Release | CUTS Clothing Automates the Customer Experience

The Future is Automation- How to Deploy Customer Care Automation as a Complement to Existing Post-Purchase Solutions

The Future is Automation- How to Deploy Customer Care Automation as a Complement to Existing Post-Purchase Solutions

New Feature Alert: Consultative Buying Botlet

New Feature Alert: Consultative Buying Botlet

Using Enriched Data to Enhance Automation, Marketing, eCommerce and Operations Programs

Using Enriched Data to Enhance Automation, Marketing, eCommerce and Operations Programs

New Feature Alert: Product Inspiration Botlet

New Feature Alert: Product Inspiration Botlet

The Evolution of Customer Care Automation

The Evolution of Customer Care Automation

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Customer Success: PacSun Differentiates the Customer Experience

Customer Success: PacSun Differentiates the Customer Experience

How to Make a ChatBot Smarter

How to Make a ChatBot Smarter

The Challenges of Optimizing Post-Purchase in a Silo

The Challenges of Optimizing Post-Purchase in a Silo

New Feature: Automated Web Chat and How It Will Change Customer Engagement Benchmarks

New Feature: Automated Web Chat and How It Will Change Customer Engagement Benchmarks

New Feature: Organic Marketing Opt-In

New Feature: Organic Marketing Opt-In

Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Schedule a Demo

 

Schedule a call with one of our experts to start building your AI roadmap.