Retail TouchPoints

APRIL 3, 2024

Products are displayed out of their packaging (though behind glass), allowing customers to see exactly what they’re buying, supplemented with information cards providing product details. In newer markets you need a higher level of hand-holding and [customer] education. You can’t get any more difficult than online grocery.

Supermarket 236

Supermarket Visual Merchandising Planning Store Operations 236

Retail TouchPoints

APRIL 10, 2024

But there is a way forward, a balance that allows for costs to be recovered and keeps base customers happy and loyal. Balancing Costs and Customer Loyalty Most customers have been more than forgiving and mostly understanding toward their favorite brands and retailers, while maybe just a little annoyed.

Payment Services 253

Payment Services Consumer Operating Expenses Promotions 253

Inside Retail

JANUARY 9, 2024

Pureplay fashion retailer The Iconic has committed to refund customers after fraudulent orders were made on their accounts. “We are working with all customers to address these incidents, which are not a result of a data breach at The Iconic. “Tried resetting the password but I’m not even getting the email.

Accounting 276

Accounting Fashion Management ATS 276

Inside Retail

MARCH 14, 2024

In an era when consumers expect brands to respond rapidly to queries about products, delivery schedules and any other interaction, a growing number of retailers are turning to interactive voice response (IVR) systems to enhance customer experience.

Customer Experience 246

Customer Experience Consumer Marketing ATS 246

Retail TouchPoints

AUGUST 8, 2023

Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. While data sourcing customer information can be a key part of any marketing strategy, it could also be the reason you’re losing revenue. Here’s why.

Social Commerce 233

Social Commerce Consumer Shopping Accounting 233

Inside Retail

NOVEMBER 26, 2023

Bunnings is the retailer 2500 Australians surveyed by KPMG believe offers the most excellent customer experience. KPMG surveyed more than 20,000 people globally and over 2500 in Australia asking which brands deliver the best customer experience. The study found that customer perception of experience excellence fell 3.8

Customer Experience 264

Customer Experience Shopping Marketing ATS 264

Retail TouchPoints

DECEMBER 6, 2023

When you think of magical customer experiences, one particular brand probably comes to mind: Disney. It’s that level of customer obsession that has garnered them a 70% return rate of first-time Disney visitors and over 85 years as one of the world’s most trusted brands. What is Customer Obsession? What is Customer Obsession?

Customer Experience 281

Customer Experience Consumer Marketing Management 281

Retail TouchPoints

APRIL 8, 2024

CVS Health has made a concerted effort to connect the feedback it collects — the good, the bad and the ugly — with its own associates, executives and the customers themselves. The effort was spearheaded with a six -week, multi-pronged initiative designed to remind associates of the importance of customer feedback that led to a 3.5X

Customer Experience 212

Customer Experience Promotions Consumer Checkout 212

Retail TouchPoints

MARCH 6, 2024

Common missteps that mismanage customer expectations include inaccurate online product descriptions, low-quality images, lack of inventory visibility or accuracy and inadequate sizing details. This approach — where customers are refunded without being required to return an unwanted item — has its place, but it’s not a blanket solution.

Customer Experience 272

Customer Experience Returns Shipping Consumer 272

Retail TouchPoints

JANUARY 16, 2024

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. In some cases, personalization that’s too precise can underwhelm customers at best, and drive them away at worst. That doesn’t mean you should ignore personalization for your Gen X customers. Not necessarily.

Consumer 279

Consumer Customer Experience Shopping Accounting 279

Tokinomo

JANUARY 31, 2024

In today's fast-paced world, customers expect shopping to be smooth and hassle-free, whether they're clicking through a website or strolling through store aisles. This article dives into what it means to provide a seamless shopping experience, a journey so fluid and convenient that it feels natural to the customer.

Shopping 224

Shopping 224

Retail TouchPoints

MARCH 7, 2024

If it’s true that we live in an attention economy (wait just a sec, I’m getting an email/text/Slack/LinkedIn alert…okay, I’m back), then retailers — both online and brick-and-mortar — need new tools to not just attract customers but also to keep them engaged. Retail TouchPoints (RTP): How do you define customer engagement?

Outdoor 275

Outdoor Fulfillment Shopping Marketing 275

Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

Customer Experience 270

Customer Experience Payment Services Consumer Management 270

Retail TouchPoints

APRIL 9, 2024

Minecraft and Fortnite also are raising their profiles because they empower customers to express themselves and connect with the world around them. Roblox: The Beginning but Not the Ending Of course, Roblox is at the center of a lot of these discussions, given its presence in the cultural zeitgeist.

Advertising 268

Advertising Consumer Fashion Planning 268

Inside Retail

JANUARY 16, 2024

Several major Australian retailers and their customers have been targeted by wide-scale coordinated cyberattacks that stole their online information and made fraudulent transactions. This scheme targets customers who save their credit card details on company websites, especially those using the same login details for multiple online accounts.

Merchant Services 289

Merchant Services Payment Services Accounting Checkout 289

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions. business.

Supermarket 267

Supermarket Customer Experience Promotions Marketing 267

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Technical Support 264

Technical Support Customer Experience Management Returns 264

Inside Retail

MARCH 14, 2024

At a time when discretionary retail is under pressure, customer loyalty is top of mind for brands and Myer is no exception. Myer’s outgoing chief executive officer, John King, told shareholders in today’s half-year results conference call that its customer-first plan continues to deliver for the business despite the macroeconomic conditions.

Department Stores 243

Department Stores Returns Advertising Planning 243

Retail TouchPoints

APRIL 1, 2024

Megibow laid out his vision for the future of Casper, which ultimately comes down to the two things that have been a throughline across his career — good product and a relentless focus on the customer. That’s my passion — how do we do the right thing for the customer in new and innovative ways?

Wholesale 232

Wholesale Consumer Shipping Customer Experience 232

Inside Retail

FEBRUARY 8, 2024

It’s no secret that consumer-facing retail has had a tough year trying to stay price-competitive for customers. Over the last five years as CEO, King has been enacting his ‘customer-first plan’ which has re-established Myer as Australia’s 8th most trusted brand, according to Roy Morgan.

Department Stores 264

Department Stores Inventory Management Planning Returns 264

Retail TouchPoints

AUGUST 18, 2023

To stay competitive, retailers need to create and maintain loyal customers; 43% of customers spend more on brands to which they are loyal. Plus, delighted customers quickly turn into loyal brand ambassadors, helping bring in new customers. billion in sales in 2021. Even with in-store promotions, timing is everything.

Marketing 239

Marketing Promotions Location Supermarket 239

Inside Retail

FEBRUARY 12, 2024

Temple & Webster’s revenue significantly grew in the fiscal first half, driven by growth in both repeat and first-time customers. The post Temple & Webster’s revenue grows as customer base hits 1 million appeared first on Inside Retail Australia. million in the six months to December 31. per cent to $7.5

Marketing 263

Marketing ATS 263

Retail TouchPoints

JUNE 30, 2023

We are a company all about relationships because that’s what our customers are celebrating when they buy from us — all the relationships in their lives. The Pulse” has proven so successful that Jim and Chris are now entering their third year of letter writing, and it has been a major catalyst for personal connection with our customers.

Marketing 255

Marketing Consumer Shipping Shopping 255

Retail TouchPoints

FEBRUARY 26, 2024

Our customer is still a migrant, but now they are [more likely] an immigrant, so they don’t come from the Midwest, they come from south of the border. One thing that has changed, though, is how Sherwood and his team are equipping themselves to meet the needs of those customers. How do you tie that all together?

Loss Prevention 292

Loss Prevention Jewelry Payment Services Accounting 292

Inside Retail

MARCH 25, 2024

In an era of fierce competition to attract consumers’ tightening budgets, customer experience has become the key edge retailers can deploy to stand above the competition. This also helps alleviate an uneven customer-to-sales associate ratio,” the report states. per cent uptime across the Shopify platform.

Customer Experience 243

Customer Experience Merchant Services Checkout Payment Services 243

Retail TouchPoints

NOVEMBER 2, 2023

Amazon Business has added a pay-over-time option for B2B customers via an expansion of its partnership with BNPL provider Affirm. Integrating Affirm as a payment option helps us do just that, while providing more flexibility and convenience to our customers.

Checkout 221

Checkout Fulfillment Management ATS 221

Retail TouchPoints

OCTOBER 25, 2023

GNC is expanding its virtual healthcare service, GNC Health , to offer low cost and convenient care to customers. Customers who initially enrolled in GNC Health through this program will continue to receive the Basic membership plan offerings, with the option to upgrade to a higher tier.

Shipping 250

Shipping Planning Consumer Customer Experience 250

Retail TouchPoints

NOVEMBER 22, 2023

At a time when customer acquisition costs are going through the roof, DTC wine brand Wine Insiders has seen a 151% increase in net-new customer acquisition in a single quarter through its partnership with gifting platform Nift Networks. Nift now accounts for 25% of Wine Insiders’ customer acquisition mix.

Advertising 271

Advertising Accounting Consumer Marketing 271

Inside Retail

FEBRUARY 15, 2024

The post Officeworks customers raise $1.3 . “We’re proud that Officeworks’ long-term partnership with The Smith Family makes a real impact in students’ lives, helping to close the literacy, numeracy, and social connection divide for so many young people in Australia.”

ATS 246

ATS 246

Inside Retail

APRIL 23, 2024

Nowadays, a ‘kiosk’ is a screen that replaces a customer-facing staff member, allowing companies to save on labour costs and customers to self-serve, check in, check out and get on with their day without ever speaking to a human. The post What is the future of customer service in an automated world?

Kiosk 130

Kiosk Supermarket Checkout Returns 130