Mon.Oct 25, 2021

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Study: More Than Half of Shoppers Across All Generations Prefer Email Communications

Retail TouchPoints

Customer communication is undoubtedly important. When consumers receive communications from a company, 96% feel loyal to the brand and 84% engage with its advertising. But the difference between a message that’s welcome and one that’s an intrusive annoyance differs between both generations and platforms, according to a study by Data Axle. Retailers need to engage with shoppers in terms of generational preferences, individual expectations and preferred messaging platforms.

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Australian online sales tipped to reach $91.5 billion in 2025

Inside Retail

Australia’s e-commerce market is projected to reach $91.5 billion in 2025, according to research house GlobalData. According to GlobalData’s E-Commerce Analytics , online sales in Australia grew by 16.8 per cent last year and the company expects them to grow by a further 13.4 per cent this year, to reach $60.6 billion. Shivani Gupta, banking and payments senior analyst at GlobalData, said the high growth during the past few years has been driven by growing Internet penetration, the availability

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How 5G Will Power a New Retail Experience

Retail TouchPoints

The rollout of 5G has the potential to transform the retail industry by ushering in a new era of connectivity and experience. The advancements it supports should alleviate many of the challenges that retailers have endured during the pandemic. By dramatically accelerating the speed of mobile networks, it paves the way for a dazzling array of innovations.

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New report examines the value of customer reviews in e-commerce

Inside Retail

The digital era has brought hitherto unimaginable volumes of both information and misinformation to our fingertips, to the point where many have lost confidence in the trustworthiness of the content they read online. A combination of long-standing consumer skepticism towards marketing and the combative political environment in which we now live has accentuated and fueled continued distrust of the internet as a reliable source of truth.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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With Omni-Shopping Set to Reign this Holiday, Amazon Enables Local Pickup and Delivery

Retail TouchPoints

Amazon has launched new local selling capabilities that will allow its third-party sellers to offer same-day store pickup and fast delivery for customers in their area. More than half of all products purchased in Amazon’s store are sold by third-party sellers, most of which are small and medium-sized businesses. The new service — which is currently available in select zip codes — will allow customers within a seller’s local area to select in-store pickup and receive a notification when the produ

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Walmart to bring corporate workers back to their offices

Retail Wire

Walmart announced that corporate employees will begin returning to their offices the week of Nov. 8. “We had a way of working before the pandemic and we developed an effective way of working during the pandemic. Now, I’m excited about our new, more flexible way of working,” said Donna Morris, the retailer’s chief people officer.

Returns 246

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Meal kits for man’s best friend: Marley Spoon introduces Bezzie

Inside Retail

Over the last six years, Marley Spoon has fine tuned its meal kit offering for Australians. Now, it’s looking to do the same for its four-legged family members. The global business is set to make its mark on Australia’s $2.9 billion pet food industry with the launch of dog food subscription service Bezzie — meaning “best friend”. Leveraging Marley Spoon’s e-commerce, marketing and delivery capabilities, Bezzie aims to provide the same high level of personalisation and convenience that its

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Winners announced at The 2021 Creative Retail Awards

Retail Focus

As physical retail evolves, design and experience have become more powerful tools than ever. The Creative Retail Awards have recognised the retail industry’s best companies and talent since 2018. With categories including sustainable solutions, omnichannel innovations, VM schemes, POP/POS, shopfitting and Store Design, the Awards recognise talent across the full spectrum of retail design and display.

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Allbirds looks to raise $269M with IPO

Retail Wire

Allbirds is hoping to raise $269 million with its initial public offering, according to a filing with the U.S. Securities and Exchange Commission. The eco-friendly shoe startup is planning to price shares in the $12 to $14 range.

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BJ’s Wholesale Club Makes C-Level Appointments for Merchandising, Digital and Membership Departments

Retail TouchPoints

BJ’s Wholesale Club has appointed Rachael Vegas as EVP, Chief Merchandise Officer (CMO). It’s one of three C-level appointments, all effective immediately, for the retailer’s digital and membership operations. Vegas will be responsible for the strategic leadership of the company’s merchandising and assortment planning and allocation functions and will report to Paul Cichocki, EVP, Chief Commercial Officer.

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The Personalization Playbook: 2024 Strategies

Did you know—74% of IT leaders are looking to improve their tech stack to offer better personalization? It’s impossible to ignore the importance of personalization, but it comes with challenges. How do you do it with a tight budget? What about customer privacy and the use of data? The Personalization Playbook is packed with research and insights from Orium, Talon.One, and Bloomreach and gives IT leaders answers to these tough questions, helping them shape 2024 strategies for personalization.

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Aussie consumers open up about post-lockdown plans

Inside Retail

Over half of Australians are excited to shop in bricks-and-mortar retail again (52 per cent), according to a new survey by digital agency Affinity, and 63 per cent plan to keep doing the same or more online shopping as they did during lockdown. The survey looked at how customers changed their behaviour during lockdown, and how they plan to change beyond lockdown.

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PayPal not pursuing Pinterest bid

Retail Wire

PayPal has said it will not pursue an acquisition of Pinterest after stories circulated that a deal was close to being done. PayPal shares jumped six percent and Pinterest’s fell 10 percent on the news.

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Swinburne teams up with The General Store to train next-gen retail talent

Inside Retail

A new partnership between the Customer Experience Research Group at Swinburne University of Technology’s Department of Management and Marketing and retail strategy agency The General Store aims to train the next generation of business leaders and inspire them to pursue careers in retail. Starting in 2022, the partnership will give students in Swinburne’s postgraduate marketing strategy course the opportunity to work on real briefs for The General Store’s clients, such as BWS and BCF, receive gue

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Chewy CEO says retailer must keep innovating or fail

Retail Wire

Chewy CEO Sumit Singh said the company has been making progress in serving its growing ranks of customers since the pandemic hit last year. He says the company, however, cannot rest of its laurels. “How are we protecting customer orientation as the company grows? How is the culture absorbing the rate of change? If we stop innovating, if we stop caring, if we stop delivering a great experience, we will fail.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Kim Kardashian West collaborates with luxury label Fendi

Inside Retail

Kim Kardashian West’s shapewear brand, Skims, is collaborating with Fendi on a new clothing collection, the companies said on Monday. The new collection of body-hugging apparel is slated to be launched on Nov 9 and was jointly designed by Kardashian West and British fashion designer Kim Jones, said Fendi, LVMH’s Italian luxury fashion house.

Fashion 130
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Five Key Questions for a Zero Trust Security Deployment

Cisco Retail

You may be considering applying zero trust principles across your organization, but are unclear on where to start or how changes will impact the user experience. We had these considerations in mind as Cisco IT moved from a traditional model of perimeter and VPN security to a model based on zero trust. Our goal was to improve security and create a better access experience for our 100,000+ users.

Planning 139
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Analysis: We need to chat about chatbots

Inside Retail

‘Hi there, can I help you find anything?’ If you open many retail websites or social media pages now, you are likely to see this kind of message pop up. Sometimes it is accompanied by a name and even an image of a person. Yet most of the time, it’s not actually a super responsive employee who happened to notice you logged onto their page. It’s probably a chatbot: computer programs designed to facilitate conversations with customers online.

Consumer 130
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Cisco Accelerates Innovation of AppDynamics Business Observability Platform with Intent to Acquire replex? 

Cisco Retail

It’s with great pleasure that I can today share Cisco’s intent to acquire replex GmbH, a privately held enterprise software company based in Germany. . The acquisition of replex will help AppDynamics grow its product and engineering talent with a view toward accelerating and expanding product capabilities that observe enterprise-scale, cloud-native environments.

Marketing 131
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Planning the Architecture of Your Modular DXP

Are you considering moving away from a monolith platform and over to composable architecture? Join experts from Google Cloud, GroupBy, and Orium as they discuss the benefits of moving to a modular digital experience platform. In this masterclass, uncover key indicators that show your brand is ready for a modular DXP, and learn how to lay the foundation for composable commerce.

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PayPal says it is not pursuing Pinterest acquisition

Inside Retail

PayPal is not pursuing an acquisition of Pinterest at this time, the online payments provider said on Sunday, responding to market rumors. Earlier in the week, it was reported that the payments behemoth had offered to buy digital pinboard site Pinterest for $45 billion, or about $70 per share, mostly in stock. Pinterest did not immediately respond to a Reuters request for comment outside of business hours.

Marketing 130
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BK falls short on sales expectations, labor remains a challenge

Retail Wire

Burger King posted a 7.9 percent gain in same-store sales in the most recent quarter, but that fell short of the 9.3 percent gain expected by analysts. The chain pointed to increased promotions from McDonald’s and Wendy’s, challenges created by the spread of the Delta variant and staff shortages as playing roles in its miss.

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5 Top Customer Service Articles of the Week 10-25-2021

Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.

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Peloton hopes supply chain investments will bring big returns

Retail Wire

Peloton has invested nearly $1 billion to improve its production and supply chain capabilities this year and the at-home exercise startup believes steps such as the building its first U.S.-based factory in Ohio will help it meet demand going forward. “We have a big investment in Taiwan and our partners and in our facilities, and we have great relationships with carriers,” said Peloton co-founder and chief product officer Tom Cortese.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Tetley celebrates Britain’s love of tea with TV campaign

Talking Retail

Tea brand Tetley is set to launch a campaign as part of a £2.5m marketing drive. The “For the love of tea, For the Love of Tetley” campaign kicks off with a TV advert that “celebrates all the ways we love tea”, from taking a flask of original Tetley to a rainy sports match, to. This story continues at Tetley celebrates Britain’s love of tea with TV campaign.

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Amazon and workers try to clean up paid leave mess

Retail Wire

Amazon.com has discovered a mistake wherein workers on paid leave under company policy were having their checks docked for time out of work. The retail and technology giant, which discovered the error last year, is still in the process of paying back workers who were shortchanged.

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Whitley Neill hits TV screens with first-ever TV advert

Talking Retail

Gin brand Whitley Neill is launching its first ever TV advert as part of a wider £5m campaign. The advert will debut today and run until mid-December, supported by outdoor print advertising and social media content. The advert features the brand’s four core gins – London Dry, Rhubarb & Ginger, Raspberry and Blood Orange. Simon. This story continues at Whitley Neill hits TV screens with first-ever TV advert.

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Retailers dial back this year’s holiday promos

Retail Wire

Retailers are reducing the number of promotions they run and the depth of their discounts in response to inflation, tight supply chains and a desire to rebuild profits previously lost during the pandemic. Katrina O’Connell, Gap Inc.’s chief financial officer, said, “We’re already quite pleased with the fact that we’ve been able to really pull back on discounting in all of our brands.”.

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Retails Next Frontier: Exploring and Proving the Value of AI

AI is everywhere. It’s in customer service interactions, product recommendations, marketing outreach, and yes, even commerce experiences. But not every use of AI provides the same value to your brand. In this masterclass, experts from Constructor, commercetools, Contentstack, and Orium discuss how AI can complement your composable tech stack and help bring in immediate ROI.

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Red Bull makes latest summer flavour permanent addition

Talking Retail

Red Bull is set to make its latest Summer Edition a permanent addition to its line-up, following the “success” of the flavour worldwide and consumer demand. Red Bull Cactus Fruit, which was initially launched in March this year, will be permanently available from November in a 250ml can retailing at £1.35. It will join existing. This story continues at Red Bull makes latest summer flavour permanent addition.

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Why acquisitions lead DTC exits

Retail Dive

These deals provide brands with resources needed to grow their business: a robust supply chain, new customers and a wider distribution network. But they’re not without risk.

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Spar updates festive own-label range

Talking Retail

Spar is launching its own-label Christmas range in a new red packaging for this year. The new packaging will “ensure customers will easily identify their Christmas favourites”, with the new colour aligning with the brand’s in-store and online marketing. Spar is also expanding its festive range with Spar Pigs in Blankets (300g; £3) and Spar. This story continues at Spar updates festive own-label range.

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France Creates Legislation to Protect Its Book Industry from Amazon

VMS

The French government has introduced new legislation that could impose a minimum shipping fee for new books in a move to protect its book industry from Amazon (Seattle) and the online behemoth’s shipping discounts, according to Reuters. This would be the latest efforts from the French government to combat Amazon’s grip on its book market. Senator Laure Dracos drafted the law, citing that it would help to regulate “distorted competition.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.