Retail TouchPoints

JANUARY 29, 2024

Store-based fulfillment of customer orders got an enormous boost during the COVID pandemic, when both curbside pickup and delivery offerings became survival tactics for so many retailers. Each of these companies announced new retail partnerships last year, many outside the “home turf” of the grocery vertical.

Fulfillment 267

Fulfillment Drop-Shipping Customer Retention Shipping 267

Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Finance 269

Finance Payment Services Consumer Shopping 269

Inside Retail

MARCH 19, 2024

Selling online in the US can be lucrative, as many Australian retailers and brands are discovering. Baby steps Daly says retailers eyeing the US market should not try to create a “one size fits all experience”. Daly recommends customising returns to offer high-value customers a VIP experience.

Planning 290

Planning Shipping Returns Customer Retention 290

Retail TouchPoints

MARCH 12, 2024

As a one-stop destination for everyday needs, Walgreens services millions of people every day,” said Ryan Vero, CEO at Claire’s in a statement. Together we will extend Claire’s trend-driven shopping experience to new and existing customers, giving Walgreens shoppers more to love, fostering deeper connections and inspiring self-expression.”

Merchant Services 252

Merchant Services Jewelry Accessories Fashion 252

Inside Retail

MAY 7, 2024

You might have seen viral videos of Wendy’s drive-thru customers in the United States ordering their fast food from the firm’s generative AI bot Wendy’s FreshAI. While the system and others like it are in their infancy, and some still rely heavily on human assistance , retailers are investing huge sums in AI to replace human workers.

ATS 257

ATS 257

Retail TouchPoints

OCTOBER 25, 2023

This is Part 1 of The Holiday Readiness Series , which will feature tactical tips and takeaways from experts that retailers can still apply to rev up their sales results. Check out the Retail Strategy & Planning Series on-demand. Unfortunately, the nature of holiday shopping also makes customer service issues more problematic.

Customer Experience 316

Customer Experience Returns Checkout Shopping 316

Retail Focus

MAY 16, 2024

Since the beginning, Bonus.org has recognized the crucial role that UX plays in shaping a user’s interactions and perceptions of a service. User experience defines the overall experience a user has when interacting with a product or service. The first example is one we’ve already pointed out.

Promotions 130

Promotions Returns ATS Management 130

Retail TouchPoints

FEBRUARY 5, 2024

Ingka Group , parent company of Ikea Retail, has debuted an AI-powered home design inspiration and shopping tool on the OpenAI GPT Store. Ikea’s is just the latest customer-facing generative AI solution to hit the market. omnichannel presence in April 2023 , the same month the retailer debuted a virtual interior design service

Shopping 271

Shopping Marketing Location Planning 271

Retail TouchPoints

NOVEMBER 1, 2023

As online commerce continues to surge, chargeback fraud victimizes more and more retailers. And yet many retailers remain unaware of chargeback fraud and its harmful impacts on business revenues. And yet many retailers remain unaware of chargeback fraud and its harmful impacts on business revenues.

Merchant Services 273

Merchant Services Payment Services Customer Experience Consumer 273

Retail TouchPoints

JUNE 26, 2023

Get ready, get excited, retailers and customers alike, the 2D barcode, a compact square label with splotches and spaces that encode up to 350X more data than a traditional UPC (4,000 characters) will have a significant impact on managing the business and delivering better customer experiences. Who doesn’t want that?

Merchant Services 272

Merchant Services Inventory Management Grocer Customer Experience 272

Retail TouchPoints

MARCH 13, 2024

The trend of a cautious yet resilient consumer has continued into the early stages of 2024, with high-ticket luxury and department store industries underperforming sectors that sell necessities — online retail, discount/club, automotive and grocery. Full-service restaurants are trailing their limited-service peers.

Payment Services 242

Payment Services Consumer Customer Retention Marketing 242

Retail TouchPoints

APRIL 26, 2024

Known widely as one of the first subscription boxes to make a splash in the retail market, BarkBox has become just one piece of a much larger organization. Bark stands for creating magical experiences and exceptional products and services for dogs and their people,” McDonnell said in an interview with Retail TouchPoints.

Wholesale 252

Wholesale Consumer Marketing Advertising 252

Retail TouchPoints

OCTOBER 23, 2023

While discounts and deals will be core, the ailing department store chain is also prioritizing in-store merchandising and curation to improve the customer experience. To make finding the perfect gift even easier, Kohl’s has developed a new front-of-store experience, aptly called Gift Shop, that is curated for various holiday gifting needs.

Net Profit 239

Net Profit Department Stores Promotions Checkout 239

Retail TouchPoints

APRIL 25, 2024

Retail media networks (RMNs) are rapidly becoming one of the most lucrative digital ad formats, with predictions suggesting that by 2028, RMNs will contribute to 15.4% How can retailers capitalize on this shift and the emerging market opportunities? of all ad revenue , outpacing television advertising.

Advertising 219

Advertising Grocer Marketing Consumer 219

Retail TouchPoints

JANUARY 11, 2024

Generative AI has put the retail industry at yet another inflection point. 2023 was a period of experimentation for retailers, and many thoroughly assessed where this new technology could have the biggest impact. But for many retailers the question remains, “Where can this new technology best help my organization now?”

Management 237

Management Customer Experience Consumer Marketing 237

Inside Retail

APRIL 26, 2024

With this momentum continuing into this year, it’s the perfect time for retailers to reexamine their strategies and restructure with growth and scale in mind. Four key trends stand out as high-growth opportunities for online retailers. The competitive landscape is overflowing, making customer acquisition more expensive.

Customer Retention 277

Customer Retention Fulfillment Social Commerce Supply Chain Management 277

Retail TouchPoints

MAY 13, 2024

Few signs of success are as glaringly obvious for retailers as a queue forming outside your door. I’ve spent my entire adult life working in retail and hospitality, from a Wafflemeister in London to hundreds of currency exchange spots worldwide. In my experience, queues tend to generate more buzz for hospitality venues than retailers.

Boutique 207

Boutique Planning Advertising Customer Experience 207

Retail TouchPoints

FEBRUARY 6, 2024

Over the course of his 30 years in retail, Justin Tichy has worked at Walmart , Target and Best Buy , but his latest job as COO of Petco is “by far the coolest retail experience I’ve ever been around,” he said. And how do you weave services through it all? The reason is simple: animals. How do you actually sell to them?

Beauty and Health 278

Beauty and Health Returns Shopping Location 278

Inside Retail

AUGUST 8, 2023

The store design epitomises something that luxury brands have long understood, which is the importance of creating an immersive environment that enables customers to escape the noise and congestion of everyday life, and fully experience and connect with the brand on an individual level.

Visual Merchandising 245

Visual Merchandising Fashion Shipping Shopping 245

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.

Technical Support 251

Technical Support Customer Experience Management Returns 251

Retail TouchPoints

MARCH 27, 2024

for meal planning or cooking content, for example). “This enables mainstream services as well as new products born out of emerging AI capabilities to offer truly complete experiences for their customers.”

Fulfillment 261

Fulfillment Planning Consumer Shopping 261

Inside Retail

MAY 16, 2024

In a retail industry full of fierce competition and fleeting consumer attention spans, business owners, PR experts and marketers are working tirelessly to create the most valuable asset a brand can ask for: the raving brand fan. What separates a loyal customer from a devoted brand fan is not how much or how often they make a purchase.

Marketing 147

Marketing Customer Experience Consumer Returns 147

Retail TouchPoints

JULY 10, 2023

The world of retail is getting ready for its iPhone moment using breakthrough generative AI technology. Startups including Fashable and Verneek are generating unique use cases of generative AI for retail. Global ecommerce sales, representing 22% of all retail sales, could increase to $5.4 Companies are racing to adopt it.

Merchant Services 273

Merchant Services Customer Retention Shipping Marketing 273

Retail TouchPoints

AUGUST 9, 2023

Target has begun brewing up a chainwide rollout of one of its most requested services — allowing its Drive Up customers to add Starbucks items to BOPIS orders that are then delivered to their cars at no charge. The rollout to all 1,700+ Target stores with Starbucks Cafés and Drive Up service is projected to be complete by October 2023.

Payment Services 211

Payment Services Planning Store Operations Customer Experience 211

Retail TouchPoints

MARCH 1, 2024

The retailer “will be removing physical media and updating our mobile, digital imaging, computing, tablets and smart home departments,” said Barry. “We Our App First member deals experience is a great example of this. Best Buy closed 24 stores in FY 2024 and plans to close 10 to 15 in FY 2025.

Planning 264

Planning Location Point of Sale Visual Merchandising 264

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

SEPTEMBER 18, 2023

Dharmesh Mehta, VP of Worldwide Selling Partner Services at Amazon , is celebrating his 10th anniversary with the company this year, and so he kicked off the fourth annual Amazon Accelerate conference for sellers by comparing the differences between the ecommerce platform today and 10 years ago.

Payment Services 318

Payment Services Shipping Fulfillment Finance 318

Inside Retail

NOVEMBER 28, 2023

To build and sustain the bricks-and-mortar momentum, retailers need to find a way to bridge the gap between online and in-store experiences. The physical and digital must be merged to offer the best service and most seamless experience to the customer.

Returns 246

Returns Shopping Consumer Point of Sale 246

Retail TouchPoints

JANUARY 16, 2024

To take just one pair of juxtaposing facts, Gen Z is indeed digital-first — but they do value the in-store experience, especially if the retailer can deliver “in-person experiences that can be differentiated by allowing for personalization and self-expression,” according to Lindy Li, Head of Customer Activation and Marketing at H&M.

Customer Experience 263

Customer Experience Promotions Fashion Consumer 263

Retail TouchPoints

JANUARY 2, 2024

To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts ( 77% ) and loyalty program points ( 61% ), according to Retail TouchPoints research. The hope is that you are driving traffic, driving attachment and other purchases that then drive up the lifetime value of that customer.”

Drop-Shipping 270

Drop-Shipping Consumer Customer Retention Shipping 270

Retail TouchPoints

MAY 22, 2023

Every retailer strives to understand its customers, but few are as deeply in tune with their audiences as Curacao. He quickly found that his customers were primarily of Latino descent and that there were large needs within this community — particularly with buying on credit.

Payment Services 283

Payment Services Department Stores Shipping Accounting 283

Retail Focus

MAY 13, 2024

In a world where business can be done in the blink of an eye, we offer our services and products to customers from all parts of the globe. It is for this reason that language diversity is so important when it comes to customer satisfaction and sales. Why is Language Diversity Important? We will discuss this in the next section.

Customer Experience 147

Customer Experience Marketing ATS 147

Retail TouchPoints

JULY 17, 2023

Connecting the world of physical objects into a smart network, IoT technology brings new business opportunities for retailers and provides data-driven insights for decision-makers. According to Grand View Research , the global IoT retail market was valued at $42.38 billion in 2022 and is expected to grow at a CAGR of 28.4%

Payment Services 232

Payment Services Checkout Inventory Management Customer Experience 232

Retail TouchPoints

MARCH 20, 2024

The innovative concept of “Medtail” seamlessly integrates healthcare services into retail environments. This blend of medical expertise and retail convenience is revolutionizing the landscape of patient care, changing both where healthcare is delivered and how patients experience it.

Consumer 273

Consumer Supermarket Shopping Location 273

Retail TouchPoints

FEBRUARY 24, 2023

“We believe that Bringg offers a unique and compelling solution to provide Coles customers with an improved on-demand and consistent home delivery experience,” said James Geddes, General Manager for Online Network and Growth at Coles in a statement.

Supermarket 238

Supermarket Management Grocer Fulfillment 238

Retail TouchPoints

AUGUST 3, 2023

Online automotive retailer Carvana is launching same-day delivery for car orders. The service is launching first in Arizona, with the company planning to expand to other markets across the U.S. Carvana will also pick up older vehicles if the customer is selling or trading in. in the coming months.

Finance 224

Finance Planning Marketing ATS 224

Inside Retail

AUGUST 7, 2023

After first appearing in the United States and United Kingdom, retail media has started to gain a foothold in the Australian market. What these services offer is access to a large and often diverse customer base, and the ability for brands to advertise their products to potential customers at the moment they’re looking to buy.

Advertising 243

Advertising Marketing Promotions Shopping 243