Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

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. Tip #4: Strong brand values are make-or-break.

Customer Experience 305

Customer Experience Social Media Customer Live Chat 305

Retail TouchPoints

AUGUST 4, 2022

In 2021, an analysis of web traffic data by Imperva Threat Research revealed that four out of every 10 shoppers on a retail site were not human. During a peak holiday shopping period in November 2021, bad bot traffic increased by 73%, negatively impacting customers’ online experiences in the process.

Customer Experience 278

Customer Experience Customer Gifts Management 278

Retail TouchPoints

FEBRUARY 12, 2021

With COVID-19 case counts declining and vaccination efforts underway, eager consumers and retailers are both looking hopefully toward a future return to normal. The pandemic has forever altered consumer behavior, and this year in particular consumers find themselves in a kind of limbo — hope is on the horizon, but “normal” isn’t here yet.

Consumer 347

Consumer Omnichannel Events Customer Experience 347

Retail TouchPoints

SEPTEMBER 10, 2021

Building connections with consumers is one of retail’s most enduring challenges, and highly tactile brands faced extra difficulty when the pandemic limited traditional in-person efforts. The word that comes to mind when we talk internally about customer experience and the customer journey is fluidity,” said Lande-Shannon. “In

Customer Experience 271

Customer Experience Customer Omnichannel Technology 271

Forrester eCommerce

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 366

B2C Marketing Consumer Customer Experience 366

Retail TouchPoints

JUNE 7, 2022

After a 23-year career with Amazon , Dave Clark, CEO of the Worldwide Consumer, has resigned, effective July 1. Clark stepped into the role in early 2021 following the departure of Jeff Wilke ; he had most recently served as SVP of Worldwide Operations.

Consumer 285

Consumer Fulfillment Supplies Operations 285

Forrester eCommerce

MARCH 10, 2021

But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In India, most experiences were good despite a sharp dip in consumer spending and […].

Banking 436

Banking Customer Experience Improvements Consumer 436

Retail TouchPoints

JULY 22, 2022

“With grocery items now available from Uber in 33 countries, the shopping experience on Uber Eats is about to get better than ever,” said Therese Lim, Director of New Verticals Product at Uber and Oskar Hjertonsson, Founder and CEO of Cornershop in a statement. “By billion in February 2021.

Customer Experience 275

Customer Experience Merchant Services Customer Improvements 275

Retail TouchPoints

OCTOBER 14, 2021

Under Armour has named Massimo Baratto to the newly created role of EVP, Chief Consumer Officer, to oversee all aspects of Under Armour’s consumer strategy across global marketing, ecommerce and retail. Kara Trent, a seven-year Under Armour veteran, will replace Baratto the SVP/General Manager of EMEA.

Consumer 258

Consumer Customer Experience Management Customer 258

Retail TouchPoints

DECEMBER 31, 2020

Such a time of upheaval has led to a permanent, irreversible change in consumer behavior as shoppers embrace the convenience and security of ecommerce more readily. These are our predictions for retail in 2021. Consumer Behavior has Changed for Good. Consumer Behavior has Changed for Good.

Consumer 342

Consumer Omnichannel Customer Experience Technology 342

iVend

JULY 8, 2021

What I am hearing, and is supported by expert 3 rd party research, is a consistent pattern of four key priorities: in-store customer experience, knowledgeable staff, personalised loyalty programs and social media marketing. The in-store customer experience is that differentiation.

Customer Experience 98

Customer Experience Customer Social Media Retail 98

Retail TouchPoints

AUGUST 26, 2021

Conversational marketing enables marketers to build brand equity and improve campaign performance by transforming the customer experience through a combination of strategy, approach and technology. Over the last few years, consumers have come to expect personalization from the retail brands that they love.

Consumer 317

Consumer Marketing Mobile Customer Experience 317

Forrester eCommerce

JUNE 30, 2021

Sixteen months after the World Health Organization declared COVID-19 a global pandemic and more than a year after the US reached the highest number of confirmed COVID-19 cases and deaths globally, consumers are grappling with a mix of conflicting emotions.

Consumer 279

Consumer Customer Experience Customer 279

Retail TouchPoints

JANUARY 27, 2021

According to Bazaarvoice, 81% of consumers planned to purchase holiday gifts this year, with 61% stating they would spend the same as last year. growth rate in 2021 after most economies come out of full lockdown and continue to contain the virus, and start distributing vaccines. Challenge 2: Consumer Confidence — Slow to Recover.

Retail 279

Retail Social Media Channel Multichannel 279

Forrester eCommerce

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down.

Marketing 336

Marketing Customer Technology Consumer 336

Retail TouchPoints

NOVEMBER 17, 2021

It’s the question every retailer wants the answer to: what do consumers (and more specifically, those likely to buy their products) really want? Opening day of the 2021 virtual Retail Innovation Conference , which continues today, Nov. Consumers Want Retailers to Catch Up With Their Omnichannel Shopping Behaviors.

Consumer 324

Consumer Omnichannel Leisure Supplies 324

Forrester eCommerce

MARCH 16, 2023

consumers spent (what the Bureau of Economic Analysis calls personal consumption expenditure, or PCE) increased by 9% over 2021. High Prices Have Bouyed Revenue Growth In 2022, the amount of money U.S. Not all of that is considered “real” spending – that is, people buying more stuff.

Consumer 195

Consumer Customer Experience B2C Customer 195

Retail TouchPoints

JANUARY 12, 2021

Chapter One of the 2021 National Retail Federation Big Show may be online instead of in-person, but that isn’t stopping the NRF from putting together an all-star lineup. The two will discuss meeting today’s shopper where they’re at, potential business disruptions in the near term and how 2021 is likely to unfold at stores across the nation.

Omnichannel 248

Omnichannel Events Consumer Operations 248

Retail TouchPoints

APRIL 13, 2021

The 2021 Connected Consumer Series reflected the challenges retail (and society as a whole) have faced during the past year, but also the growing sense of optimism that is taking hold this year. 5 Social Advertising Trends for Retailers to Know in 2021: Featuring Under Armour. Retail CX Trends 2021: New CX for a New World.

Consumer 153

Consumer Payment Services Fulfillment Multi-channel 153

Fabric

MARCH 28, 2023

Furthermore, losing control of the customer experience can attract bad actor sellers and expose businesses to financial, legal, and operational risks. Yet infinite long tails can potentially give rise to infinite “ zombie products ” and “ zombie brands ” that consume valuable resources and misallocate capital.

Customer Experience 130

Customer Experience Customer eCommerce eCommerce Platforms 130

Retail TouchPoints

MARCH 31, 2023

by storm, rising to the top of the app charts and garnering millions of fans, until consumers began to realize the cost of those ultra-low prices — long delivery times and often poor quality products. A former CFO for Shutterfly and Lexmark , she joined as Wish’s CFO in November 2021 and added COO to her title in late 2022. “In

Shipping Costs 338

Shipping Costs Consumer Supplies Shipping 338

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. RTP: It seems like consumer priorities fall into two main buckets: ease/convenience and health/safety.

Consumer 264

Consumer Supplies Fulfillment Technology 264

Forrester eCommerce

FEBRUARY 22, 2021

On February 18, 2021 Facebook announced it would restrict sharing or viewing local and international news content in Australia in response to the Morrison Government’s move to regulate the relationship between the tech giant and news media outlets.

Consumer 399

Consumer Customer Experience Customer Marketing 399

Retail TouchPoints

APRIL 23, 2024

This first-mover status was likely enabled by Hudson Bay Company’s decision to split the Saks Fifth Avenue brick-and-mortar and ecommerce offerings into two separate companies back in 2021. To learn more about retail media, check out our full guide here.

Retail 261

Retail Customer Data Customer Experience eCommerce 261

Retail TouchPoints

JULY 22, 2021

When the economy is growing, consumers flock to stores. On the other hand, when a recession is imminent, consumers and their wallets generally stay put and are more conservative. This situation has forced retailers worldwide to adapt to a slew of new consumer demands while juggling a precarious supply chain. Cyber threats.

eCommerce 306

eCommerce Retail Payment Services Social Media 306

Retail TouchPoints

DECEMBER 7, 2021

Direct-to-consumer (DTC) brands have a unique advantage in that they own the entire customer experience — and perhaps most important, all the data that is generated along with it. You can consume a video on social media, or ask your favorite influencer a question live, and be able to press a button to buy it instantly.”

Consumer 250

Consumer Channel eCommerce Customer Experience 250

Retail TouchPoints

FEBRUARY 14, 2022

EVP and CFO Shawn Guertin announced estimated capital expenditures as high as $3 billion to “invest in technology and digital enhancements to improve the consumer experience as well as our community locations” during a Feb. 9 call with investors. million , according to President and CEO Karen Lynch.

Technology 287

Technology Improvements Consumer Electronics 287

RetailMinded

NOVEMBER 18, 2020

For example, There was a huge shift to online shopping since the start of the crisis, with 53% of consumers now buying more things online than normal, and many retailers found themselves unable to adapt to the new consumer demands without the correct infrastructure in place. . Why is this report a must read for retailers? .

Consumer 128

Consumer POS Point of Sale Download 128

Retail TouchPoints

DECEMBER 28, 2023

Rawlinson joined The Container Store in 2021 with more than 20 years of experience in digital retail. Over the past two years, she and her team have worked to enhance the company’s digital customer experience and drive its ecommerce business.

Social Media 277

Social Media Customer Experience eCommerce Management 277

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. After all, that’s where the customers are, right? While yes, many consumers today do prefer shop online as it can be more accessible and cater to personal preferences, it’s not the end of the brick-and-mortar store. There are 2.14 Source ).

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. After all, that’s where the customers are, right? While yes, many consumers today do prefer shop online as it can be more accessible and cater to personal preferences, it’s not the end of the brick-and-mortar store. There are 2.14 Source ).

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

iVend

JANUARY 13, 2022

The National Retail Federation’s (NRF) figures for the 2021 ‘returns season’ states that up to 13% of total sales in the US were returned – that is over $400 billion of goods. But managing refunds can be costly and time-consuming. That’s a quarter of all returns squeezed into around 10% of the shopping year. .

Customer Experience 98

Customer Experience Management Customer POS 98

lateshipment

DECEMBER 4, 2021

The pandemic has largely disrupted holiday shipping in 2021, with a surge in online purchases, record shipping costs, port congestion, and inventory shortage. An Analysis of Shipping Performance by FedEx and UPS in 2021 Right Before the Holiday Season. Holiday Shipping 2021 Predictions, Trends & Insights. Retail categories.

Shipping Costs 130

Shipping Costs Shipping eCommerce eCommerce Platforms 130

GetElastic

JANUARY 14, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

Customer Experience 136

Customer Experience Customer Multichannel Social Media 136

GetElastic

JANUARY 13, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

Customer Experience 150

Customer Experience Customer Multichannel Social Media 150

Retail TouchPoints

SEPTEMBER 16, 2021

For consumers, creators and retailers alike, sifting through the ever-changing array of functionalities across platforms is still fraught with misfires, miscommunications and mistrust. There’s no time to waste, because consumers are already there. That consumer] was not shopping, but then they decided to shop.”. earning $26.97

Consumer 312

Consumer Social Media Retail Multi-channel 312