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. The costs of a poor search experience go beyond lost sales and loyalty opportunities.

Customer Experience 258

Customer Experience Checkout Marketing Spend Consumer 258

Inside Retail

MARCH 13, 2024

But beyond ads, few brands use humour across their broader customer experience. This fear of getting it wrong – or worse, being cancelled – is what’s holding back 95 per cent of brand managers and marketers. Beyond amusing campaigns, however, the overall Aldi customer experience quickly defaults to being value-driven.

Customer Experience 130

Customer Experience Supermarket Advertising Planning 130

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

Inside Retail

MAY 7, 2023

In a world where customers are bombarded with information as brands try to get more exposure, data silos continue to stand in the way of good customer experiences, according to Emarsys’ APAC VP of Revenue, Kristyn Wallace. “When I walk into a store, I want an extension of my online experience.

Customer Experience 246

Customer Experience Planning ATS Consumer 246

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 296

Customer Experience Checkout Consumer Marketing 296

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Customer Experience 250

Customer Experience Inventory Management Fulfillment Inventory Turnover 250

Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 311

Customer Experience Fulfillment Customer Retention Shipping 311

Inside Retail

JUNE 28, 2021

Consumers now expect retailers to engage them whenever and wherever they want, with a shopping experience tailored to their individual needs. To do so, marketers are leveraging more data, technologies, and channels to create this type of relevant and customised customer journey. Creating cohesive customer experiences.

Customer Experience 221

Customer Experience Customer Retention Payment Services Advertising 221

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

JULY 11, 2022

If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. Tip #1: Seamless and efficient experiences are a must. Revolutionary even.

Customer Experience 295

Customer Experience Consumer Planning ATS 295

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO. Before that Carey worked for 20 years at Walmart with roles including SVP and CTO. “In

Customer Experience 279

Customer Experience Management Shopping Location 279

Hyken

APRIL 23, 2024

The car has spent more time at the repair center than in his garage. They look good on the outside, with amazing marketing and advertising, a beautiful website, a beautiful building, etc., Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

Customer Experience 76

Customer Experience Advertising Marketing ATS 76

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

Retail TouchPoints

OCTOBER 18, 2022

Detailed customer behavioral segmentation capabilities can allow for differentiation by store entrance, whether customers passed by/shopped/engaged with specific elements, if/where/how long they interacted with associates and more. In an ever-changing market, evaluation and positive action is always key.

Customer Experience 294

Customer Experience Location Apparel Shopping 294

Inside Retail

AUGUST 14, 2023

Price and value are at the forefront of everyone’s minds. Existing customers tend to spend nearly a third more too. Alongside pricing strategy and value-adds, there is another, vital way for retailers to provide more for their customers. Customer experience is driven by your people’s experience.

Customer Experience 130

Customer Experience Employee Engagement Marketing Management 130

Retail TouchPoints

SEPTEMBER 7, 2022

Humans need other people to feel human — the importance of connection at that fundamental level simply cannot be overstated. Brands, in their never-ending quest for relevance, must dive deep into human experiences, connecting with consumers at an emotional level. In this “me”-centric world, they are now fully in charge.

Customer Experience 276

Customer Experience Consumer Shopping ATS 276

Hyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. Build a Customer-Centric Infrastructure .

Customer Experience 61

Customer Experience Marketing ATS Fulfillment 61

Retail TouchPoints

MAY 3, 2023

Forbes reports that companies are now faced with increased pressure to find new ways to track marketing behaviors. How can companies deliver personalized ads at scale, search for new customers and conquer new markets, launch effective marketing campaigns and optimize products and brand experience?

Customer Experience 244

Customer Experience Target Market Marketing Management 244

Inside Retail

NOVEMBER 29, 2022

Customer experience (CX) has long been a strategic focus for business-to-consumer (B2C) retailers who understand its role as a key driver of customer acquisition, conversion, and retention. Despite this understanding, many retailers still under-invest in their B2B customer experience.

Customer Experience 130

Customer Experience Payment Services Accounting Target Market 130

Inside Retail

MARCH 3, 2024

Retailers have also been hit with rising input costs eroding margins, leaving many merchandise, marketing and commerce functions wondering how they are going to achieve more with less. Many loyalty programs are ineffective and their returns are unknown at best, and margin erosive at worst.

Marketing 290

Marketing Customer Retention Returns Promotions 290

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

Inside Retail

FEBRUARY 19, 2024

You don’t have to be a marketing expert to know that Taylor Swift is a bulletproof brand that consistently improves, regardless of the challenges she faces or the challenges she sets for herself. She can instruct marketers on leading by example and practicing what they advocate for.

Marketing 290

Marketing Brand Management Management Customer Experience 290

Retail TouchPoints

JANUARY 18, 2024

The rumor that every NRF speaker was contractually obligated to mention artificial intelligence (AI) at least once per presentation is definitely untrue, but you’d be forgiven for thinking that was the case because AI worked its way into almost every conversation and presentation at the 2024 NRF Big Show.

Merchant Services 286

Merchant Services ATS Customer Experience Marketing 286

Inside Retail

JANUARY 31, 2024

Parade was founded by Columbia University dropout Cami Téllez in 2019, with a purpose to disrupt the market and champion inclusivity, body positivity and sustainable manufacturing. It was valued at US$200 million in 2022. Some are 19 and studying, and some are mothers, totally committed to the delivery of excellent customer service.

Marketing 259

Marketing Apparel Fashion Consumer 259

Hyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Customer Experience 78

Customer Experience Planning Marketing ATS 78

Retail TouchPoints

NOVEMBER 3, 2022

The revamped stores will feature a new layout designed to support one-on-one customer experiences. At the new locations customers can walk in or make an appointment, and use the services of an expertly trained stylist and in-house alterations artisan. West Chester Township, Ohio, Lexington, Ky. and Cool Springs, Tenn.

Customer Experience 236

Customer Experience Clienteling Boutique Accessories 236

Inside Retail

JULY 26, 2021

Whether responding to a transactional survey, sharing an experience in a group chat (or Zoom), leaving a public Google review, or streaming a live unboxing of your product on TikTok – customers are advocating for or detracting from your brand in new and countless ways. Customer journey disruption is here to stay.

Customer Experience 246

Customer Experience Planning Payment Services Kiosk 246

Retail TouchPoints

NOVEMBER 11, 2022

Former NBA Chief Marketing Officer Kate Jhaveri has been named Global Head of Marketing at TikTok. Jhaveri will work closely with Sofia Hernandez, TikTok’s Head of Global Business Marketing, who focuses primarily on business and advertising solutions, according to a company spokesperson.

Marketing 238

Marketing Advertising Customer Experience Planning 238

Retail TouchPoints

APRIL 7, 2022

Mattress Firm has hired retail and technology veteran Mickey Mericle as its new Chief Marketing and Experience Officer. She will oversee the retailer’s marketing, advertising and customer experience initiatives as well as lead the development and execution of Mattress Firm’s brand strategy and develop a forward-thinking media strategy.

Marketing 295

Marketing Advertising Customer Experience Location 295

Inside Retail

APRIL 12, 2024

Against this backdrop comes the latest creative refresh from DFO, highlighting that its national portfolio of seven outlet centres is more than just premium brands at the best prices, it is also an increasingly interactive and great customer experience. As a touch point, we measure brands and energy. “As

Marketing 130

Marketing Fast Fashion Fashion Accessories 130

LS Retail

FEBRUARY 8, 2024

In the past, companies could limit expansion in a more controlled fashion to just one market at a time. But with this new approach comes risk: If your customers in one market receive less value than those in another, they perceive your offering differently.

Customer Experience 77

Customer Experience Fashion Marketing ATS 77

Retail TouchPoints

JULY 20, 2023

Amazon will expand its Amazon One palm payment technology to all 500+ Whole Foods Market stores by the end of 2023. The identification, payment, loyalty membership and entry solutions are currently deployed at a total of more than 400 locations in the U.S.,

Payment Services 227

Payment Services Planning ATS Supermarket 227

Retail TouchPoints

JULY 27, 2023

Unfortunately, this is something marketing professionals often overlook. We rely on logic or rationality to appeal to customers without once tapping into the emotions at play in their purchase decisions. Going a step further than that, we actually can’t make a decision if we can’t feel.

Marketing 190

Marketing Consumer Customer Experience Accounting 190

Cisco Retail

MAY 10, 2022

Automate NetOps to streamline business and IT processes and improve customer experiences while unlocking savings and increasing revenue. From home deliveries to streaming and video services, the past couple of years have taught us that customers crave tailored and personalized experiences—anytime, anywhere.

Customer Experience 138

Customer Experience Management Consumer ATS 138

Retail Focus

MARCH 22, 2024

Nespresso UK has entered the on-the-go coffee market with the launch of a new coffee shop concept titled ‘The Nespresso Bar’ at a location close to Liverpool Street station in central London. This is a strategic move for Nespresso, which currently offers consumers two at-home portioned coffee systems, Vertuo and Original.

Shopping 147

Shopping Marketing Customer Experience Location 147

Retail TouchPoints

MARCH 17, 2023

Beauty brand Glossier has expanded its all-women leadership team with three C-suite appointments, including the promotions of Marie Suter to Chief Creative Director and Kleo Mack to Chief Marketing Officer, as well as the hiring of former Chanel executive Chitra Balireddi as Chief Commercial Officer.

Marketing 246

Marketing Wholesale Promotions Customer Experience 246

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 280

ATS Returns Consumer Location 280