Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

Customer Experience 313

Customer Experience Management Marketing Returns 313

Inside Retail

JUNE 29, 2023

Many brands are getting so caught up with trends like AI or the latest social media platform, they’re overlooking the importance of the customer experience, contends an expert in experiential retail. He quotes Amazon founder Jeff Bezos who describes Amazon not as a retail company but as a customer experience company. “I

Customer Experience 246

Customer Experience Checkout Returns Advertising 246

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. For example, many websites could quickly improve their CX by adjusting their site search functionality.

Customer Experience 244

Customer Experience Checkout Marketing Spend Consumer 244

Retail TouchPoints

APRIL 3, 2024

For anyone who has made a purchase online, returns are part of the standard online buying process — so much so that, according to a recent U.S. Consumer Study , 85% of consumers check a company’s returns policy before even making a purchase when shopping online, and 68% of U.S. consumers and retain repeat customers.

Returns 186

Returns Drop-Shipping Shipping Consumer 186

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 273

Customer Experience Returns Management Shopping 273

Inside Retail

FEBRUARY 23, 2024

Excellent customer experience is the cornerstone of a successful retail business. Retail isn’t just about selling products anymore, it’s about building relationships and fostering loyalty among your customers. Managing fluctuating call volumes No other industry is subject to the ebbs and flows of customer demand than retail.

Customer Experience 130

Customer Experience Returns Management ATS 130

Inside Retail

NOVEMBER 29, 2023

At a time when consumers are conscious of spending, especially in the lead-up to the holiday period, offering more value through tailored customer experiences for free is key to getting consumers to purchase through certain retail channels.

Customer Experience 130

Customer Experience Fashion Returns Shipping 130

Inside Retail

DECEMBER 11, 2023

The 2024 prediction was somewhat bearish given that the National Australia Bank reported the actual sales for the four-day Black Friday and Cyber Monday shopping event were estimated at $7.1 An example of the importance of the experience is in restaurants. Short-term gain for long-term pain?

Customer Experience 147

Customer Experience Promotions Returns Shopping 147

Inside Retail

JUNE 8, 2021

With stores shut, customers flooded the company’s support team with questions about product fit, delivery delays and return policies. Meanwhile, the launch of a virtual sales channel – where customers can video chat with a sales assistant before making a purchase – created new pain points, even if it did drive revenue. “We

Customer Experience 246

Customer Experience Fulfillment Returns Shipping 246

Retail Focus

NOVEMBER 28, 2022

Senior retail consultant at Univers Retail | Published author | Visiting lecturer. As consumption is becoming less focused on the product and more focused on the experience of accessing the product, new brand management practices are being shaped, whether at luxury or mass industry levels. Ghalia BOUSTANI, PhD.

Customer Experience 246

Customer Experience Management Payment Services Clienteling 246

Retail TouchPoints

NOVEMBER 8, 2022

In 2021, returns cost retailers a whopping $761 billion , or almost 17% of total U.S. This year the powerful combination of the special sale dates in Q4 (like Target, Amazon and Walmart holding October Black Friday events) and an increase in ecommerce holiday shopping means that this upward trend for returns will continue.

Returns 286

Returns Markdowns Inventory Management Customer Experience 286

Cisco Retail

MAY 8, 2024

In less than one month our flagship event, Cisco Live 2024, returns to Las Vegas. Together, we’ll go beyond - challenging the status quo with human and AI-driven services, reimagining the support e… Read more on Cisco Blogs

Customer Experience 56

Customer Experience ATS Returns 56

Retail TouchPoints

APRIL 29, 2022

Ecommerce returns are the new reality for retailers, but their rapid rise doesn’t have to crush conversion rates and profitability. Consider how returns are central to the customer experience and can create a competitive advantage, differentiate a brand and increase customer lifetime value.

Returns 290

Returns Merchant Services Drop-Shipping Shipping 290

Retail Gazette

FEBRUARY 6, 2024

The beginning of the year is traditionally a peak period for returns and 2024 has been no exception, with retailers experiencing a surge in unwanted items being sent back. The trend is being driven by several factors, including the cost-of-living crisis, with returns volumes increasing notably.

Customer Experience 52

Customer Experience Returns Inventory Management Point of Sale 52

Inside Retail

JANUARY 4, 2022

A digitised era for Australian bricks-and-mortar retailers is here, and it’s transforming the customer experience by sending receipts directly to their bank app. Being able to send itemised tax compliant receipts straight to a customer’s bank app enables smarter commerce, all while taking a positive step towards greater sustainability.

Customer Experience 279

Customer Experience Payment Services Returns Consumer 279

Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. So what are the customer experience and commerce trends that will continue, or become more fully realized, in 2021?

Customer Experience 282

Customer Experience Checkout Consumer Marketing 282

Retail TouchPoints

AUGUST 16, 2021

Returns provide brands and retailers the opportunity to delight their customers. market saw over $400B in returns in 2020. If this dollar value were a proxy for revenues, the returns channel would be the second largest global retailer behind Walmart. That is a significant amount of capital tied up in the returns channel!

Returns 336

Returns Drop-Shipping Consumer Apparel 336

Retail Focus

JANUARY 8, 2024

Despite arguments that e-commerce would not be up to par with the high-end retail experience in brick-and-mortar locations, companies like LVMH and Burberry remained successful in personalising the shopping experience for their customers through video consultations and live-streaming events.

Customer Experience 130

Customer Experience Fashion Location Returns 130

Inside Retail

OCTOBER 4, 2023

Earlier this year, Foot Locker unveiled a plan to drive long-term growth in the business by investing in new store formats and technology, right-sizing its retail footprint, embracing sneaker culture and deepening its relationship with customers. It has also enabled the brand to more efficiently analyze what it is doing well, and not so well.

Customer Experience 130

Customer Experience Returns Inventory Management Planning 130

Retail TouchPoints

DECEMBER 16, 2022

The National Retail Federation (NRF) and Appriss Retail projected that the 2022 returns rate will remain at 16.5%, nearly even with the 16.6% Additionally, the online return rate fell from 20.8% Every $1 billion in sales incurs $165 million in merchandise returns for the average retailer, according to the report.

Returns 276

Returns Home Furnishings Department Stores Customer Experience 276

Inside Retail

AUGUST 15, 2021

Many retailers are also seeing a spike in product returns accompanying this change, with Accenture research showing returns of online purchases can reach three times the number of returns for products bought in-store. However, this approach is short-sighted and ignores the clear message that returns are sending us.

Returns 246

Returns Home Furnishings Customer Experience Fashion 246

Retail TouchPoints

DECEMBER 22, 2020

Seeking to minimize customers’ return complexities, Walmart has partnered with FedEx for at-home pickup of unwanted gifts or ill-fitting apparel. Customers can schedule returns via the new Carrier Pickup by FedEx service for products that have been shipped and sold by Walmart.com, using either the website or the Walmart app.

Returns 224

Returns Drop-Shipping ATS Shipping 224

Retail TouchPoints

JANUARY 3, 2024

Pitney Bowes and PackageHub have debuted a no-box, no-label returns drop-off network at nearly 1,000 locations nationwide, with the promise of hundreds more launching soon. These new returns locations augment the existing network of 30,000 postal locations where Pitney Bowes currently offers no-label returns.

Returns 147

Returns Drop-Shipping Merchant Services Fulfillment 147

Retail TouchPoints

MARCH 25, 2024

Beginning in April, the retailer will offer a free battery recycling box (while supplies last), in which consumers can collect batteries at home and return them to Staples for free recycling. Staples has leveraged consumer recycling behavior research from MIT and partnered with Call2Recycle and ERI to design the program.

ATS 267

ATS Returns Consumer Location 267

Retail TouchPoints

SEPTEMBER 27, 2023

Dropit layers AI technology into existing fulfillment systems to empower merchants to use real-time data that powers dynamic decision-making to balance inventory, optimize sourcing and streamline returns. Simon Properties is partnering with Dropit to bring omnichannel inventory management and fulfillment capabilities to its facilities.

Returns 223

Returns Merchant Services Fulfillment Inventory Management 223

Retail TouchPoints

OCTOBER 18, 2023

Online return fraud cost U.S. For every $100 in returned merchandise accepted, U.S. to return fraud, the NRF has calculated. While it is possible for shoppers to commit return fraud innocently simply by mis-reading the returns policy, a significant number of returns are the result of premeditation and malicious intent.

Returns 236

Returns Payment Services Shipping Accounting 236

Retail TouchPoints

SEPTEMBER 27, 2022

Walmart will launch three new returns options as part of its “No Concerns” campaign to accommodate early holiday shopping. 1, 2022, Walmart will introduce: An extended Holiday Guarantee returns period allowing customers to return eligible purchases made on or after Oct. Beginning in Oct. 1, 2022, through Jan.

Returns 293

Returns Shopping Consumer Customer Experience 293

Retail Focus

APRIL 24, 2023

The 11 th year of the CX Retail Exchange , 11-12 July 2023, will invite senior customer experience leaders in retail to the Hilton, Syon Park, to explore the biggest challenges and solutions in the industry. To secure your place at the CX Retail Exchange 2023, request an invitation or visit our site.

Customer Experience 162

Customer Experience Social Commerce Checkout Returns 162

Retail TouchPoints

OCTOBER 8, 2020

Staples will launch contactless returns for online purchases in more than 1,000 of its stores across the U.S. The retailer has partnered with Optoro , which will deploy its contactless Express Returns system that gives retailers access to a nationwide network of unpackaged return drop-off points. We’ve found that 97%.

Returns 266

Returns Location Customer Experience Shopping 266

Retail TouchPoints

JANUARY 7, 2022

It’s been another year of record-breaking ecommerce sales combined with unprecedented snarls across shipping and inventory ecosystems, so it should come as no surprise that return rates for 2021 are expected to have gone through the roof. Getting at the Root of Apparel and Footwear Returns.

Returns 254

Returns Apparel Fashion Supply Chain Management 254

Retail TouchPoints

SEPTEMBER 3, 2020

Returns are a cost of doing business for any retailer. In the wake of COVID-19, returns are receiving serious (and necessary) attention for several key reasons: Retailers are spending more processing returns in stores. For retailers struggling to avoid bankruptcy or emerge from it, a growing returns quagmire could be deadly.

Returns 328

Returns Merchant Services Department Stores Shipping 328

Retail TouchPoints

OCTOBER 4, 2023

Uber has introduced a package return service that provides consumers with live tracking within the Uber app. With this extension of the Uber Connect service, couriers will pick up prepaid, sealed packages — up to five at a time — and deliver them to a local post office, UPS or FedEx location.

Returns 162

Returns Supermarket Location Consumer 162

Retail TouchPoints

JANUARY 10, 2023

DoorDash has introduced Package Pickup, allowing consumers across the country to have the service deliver up to five return items per trip to UPS, FedEx or the USPS. Consumers can attach prepaid shipping labels to their returns or send a shipping QR code directly to their “Dasher” via the DoorDash app. trillion sold by U.S.

Returns 243

Returns Drop-Shipping Wholesale Shipping 243

Retail TouchPoints

OCTOBER 31, 2023

Those who said work-from-home was here to stay might be surprised to learn that we are witnessing a shift back to the office, with many organizations small and large instituting mandates for at least a partial return to office for the majority of their employees. in the first quarter to a mere 1.6%

Clienteling 270

Clienteling Returns Fashion Apparel 270

Retail TouchPoints

MARCH 14, 2023

Returns are, like it or not, as much a part of retail operations as the sales themselves. The exact return rate varies among different verticals and individual retailers, but online sales consistently generate higher levels of returns compared to brick-and-mortar. That means you’re out of business.

Returns 222

Returns Markdowns Fulfillment Consumer 222

Retail TouchPoints

APRIL 25, 2022

It might seem counterintuitive for retailers to focus on returns when they are so focused on trying to convince customers to buy products in the first place (and rightly so). And while establishing customer-friendly return policies might encourage shoppers to return more items, the payoff comes with higher levels of shopper loyalty.

Returns 262

Returns Shopping Promotions Social Commerce 262

Retail TouchPoints

MAY 30, 2022

A huge part of retaining customers is having a return policy that is clear and concise, giving customers the security they expect and want. By extending their return windows or allowing online returns to be accepted in stores, the rate of returns has inevitably grown to an unsustainable level.

Returns 302

Returns Fashion Supply Chain Management Shopping 302