Forrester eCommerce

AUGUST 25, 2023

In July 2023, we attended the Esri User Conference in San Diego, which with 20,000 attendees is the world’s largest geographic information systems (GIS) conference. The conference allowed consumers of GIS like National Oceanic and Atmospheric Administration (NOAA) and Exxon Mobil to demonstrate use cases where they applied those solutions.

Mobile 369

Mobile Information Consumer Technology 369

Forrester eCommerce

FEBRUARY 7, 2024

2023 was a confusing year: the consumers blew cold, and the economy blew hot. The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat.

Consumer 242

Consumer Customer Loyalty Customer Experience B2C 242

Retail TouchPoints

MARCH 14, 2024

million , in 2023 compared to 2022. While the groundwork for profitable growth is now laid, there will be short-term revenue impact in 2024 as a result of these transformative activities,” said Allbirds Co-founder and CEO Joseph Zwillinger during a conference call discussing Allbirds’ 2023 financial results, who will be stepping down.

Operations 278

Operations Marketing Consumer Retail 278

Forrester eCommerce

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

Customer Experience 275

Customer Experience Recommendation Consumer Customer 275

Forrester eCommerce

AUGUST 23, 2023

The Forrester Wave™: Content Management Systems, Q3, 2023 helps buyers select a next-generation content management system that will delight, convert, and further engage consumers through anticipatory digital experiences.

Management 359

Management Consumer Operations 359

Retail TouchPoints

MARCH 30, 2023

The National Retail Federation (NRF) expects retail sales to grow from 4% to 6% in 2023, reaching between $5.13 trillion for the year, according to data released at the State of Retail & the Consumer virtual event. trillion and $5.23 The NRF expects non-store and online sales to grow 10% to 12% , to between $1.41 trillion and $1.43

Consumer 297

Consumer Omnichannel Travel Events 297

Forrester eCommerce

NOVEMBER 7, 2023

Here's a sneak peak on how US consumers plan to shop this winter holiday season.

Consumer 365

Consumer B2C Retail Customer 365

Forrester eCommerce

OCTOBER 24, 2023

Despite diminishing pandemic-related excess savings, rising interest rates, and the resumption of student loan payments, US retail sales will continue their growth in the 2023 holiday season. Read more of Forrester Principal Forecast Analyst, Jitender Miglani's insight in this blog.

Retail 403

Retail Blog Online Retail Consumer 403

Retail TouchPoints

SEPTEMBER 1, 2023

Although Placer.ai’s quarterly index for Q2 2023 found that store traffic for discount and dollar stores were up 4.7% year over year, Dollar General CEO Jeff Owen revealed that the company was “not satisfied” with overall financial results for its Q2, which ended August 3, 2023. Dollar General reported a net sales increase of 3.9%

Operations 264

Operations Apparel Supplies Improvements 264

Salsify

FEBRUARY 17, 2023

Salsify publishes its 2023 consumer research report, a survey of more than 6,000 consumers across Australia, France, Germany, Great Britain, and the U.S.

Consumer 148

Consumer eCommerce 148

Retail TouchPoints

FEBRUARY 24, 2023

Spurred by the global pandemic, a rise in social activism and the surge of wellness movements, consumer sentiment has shifted significantly over the past few years. Nearly all (93%) consumers surveyed in PwC’s most recent Holiday Outlook shared that trust is a top influencer in their buying decisions. Pre-pandemic, that number was 70%.

Consumer 283

Consumer Social Media Recommendation Apparel 283

Retail TouchPoints

JANUARY 6, 2023

consumers reported that they experienced a worsening economic situation over the past year, and members of this group said it would take time for their concerns to subside even as economic stressors abate, according to Deloitte’s Global State of the Consumer Tracker.

Retail 359

Retail Payment Services Consumer Management 359

Retail TouchPoints

DECEMBER 20, 2023

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Why it Matters: In 2023, we saw employee turnover reach record highs.

Retail 264

Retail Supplies Merchant Services Social Media 264

Retail TouchPoints

JUNE 21, 2023

2023 Prime Day Sales Expected to Top Previous Years Rising inflation last year had a less-than-expected impact on Prime Day 2022 — sales rose 8.5% Prime Day 2023 is widely expected to make sales gains on 2022, and indeed, research from RetailMeNot indicates that the event has overtaken Labor Day as the primary summer retail sale for U.S.

Electronics 264

Electronics Small Business Retail Clothing Shopping Carts 264

Wiser

JULY 18, 2023

Factors That Could Influence Consumer Spending Part of developing a successful holiday sales strategy includes forecasting the upcoming season. However, a fifth of respondents indicated a reduced budget for the holiday celebration this year, suggesting a potential shift in priorities or economic factors influencing consumer choices.

Consumer 148

Consumer Food and Beverages Supplies Events 148

Retail TouchPoints

FEBRUARY 26, 2024

Consumers are quickly losing trust, and companies must act swiftly and responsibly to restore it. A Pew Research study reveals a concerning trend: 67% of consumers have little understanding of what companies do with their data, a sentiment echoed by an IAPP study which found that only 29% feel informed about how their data is protected.

Payment Services 317

Payment Services Improvements Consumer Banking 317

Forrester eCommerce

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Improvements 242

Improvements Customer Experience Customer Customer Loyalty 242

Retail TouchPoints

JANUARY 12, 2023

15-17, 2023 and featuring more than 950 exhibitors and 100 educational sessions. Additionally, Lowe’s Marvin Ellison will be honored with the NRF 2023 Visionary Award. New to this year’s event is the Consumer Product Showcase , offering SMB brands the opportunity to show off innovative customer-facing products.

Consumer 289

Consumer Food and Beverages Beauty and Health Toys 289

Forrester eCommerce

JUNE 6, 2023

As has been the trend in recent years, the Apple World Wide Developer Conference (WWDC 2023) keynote has kept its focus centered on consumers — read about that here.

Mobile 195

Mobile Management Consumer Technology 195

Retail TouchPoints

SEPTEMBER 8, 2023

With more than 20 years of experience in the consumer products industry and “a proven record of operating excellence, financial discipline and building high-performance teams,” Glendinning will officially join the Express leadership team and board of directors on Sept. Baxter will be on hand to ensure a smooth leadership transition.

Consumer 255

Consumer Apparel Fashion Omnichannel 255

Retail TouchPoints

NOVEMBER 13, 2023

However, consumers are still spending, the labor market remains tight, and the Adobe Digital Price Index recently posted an overall 40-month low, an encouraging sign for online shoppers: Adobe reported that online prices fell for 11 out of 18 tracked product categories on an annual basis. But there are possible headwinds on the horizon.

Consumer 324

Consumer Merchant Services Sporting Goods eCommerce 324

Retail TouchPoints

DECEMBER 27, 2023

Returns totaled $743 billion in 2023, amounting to 14.5% As is typically the case, online sales saw a higher return rate in 2023 at 17.6% Because of this change in methodology, 2023 numbers cannot be compared to NRF’s 2022 returns report , where returns were measured at 16.5% The 2023 numbers were released on Dec.

Retail 290

Retail Channel Customer Consumer 290

My Wife Quit Her Job

JUNE 9, 2023

There’s just way too much content to consume online and a lot of it is outdated and worthless. To help you sort through the junk, here are all the outdated ecommerce strategies and tips that no longer apply in 2023. There's just way too much content to consume online and a lot of it is outdated and worthless.

eCommerce 249

eCommerce Books Consumer Other 249

Retail TouchPoints

JANUARY 31, 2024

We’ve all heard that today’s empowered consumer demands seamless and consistent experiences, but new research from CI&T indicates that these expectations are higher than ever. consumers of all ages, races and genders, as well as an assessment of digital retail strategies across various product categories.

Shipping Costs 264

Shipping Costs Consumer Mobile Channel 264

Retail TouchPoints

AUGUST 11, 2023

New research from Capterra finds that tip fatigue — exhaustion caused by the pressure to tip more money to a widening array of workers — is a serious problem affecting most consumers who use checkout tablets at restaurants and other businesses. This should give pause to any business that uses checkout tablets.

Consumer 240

Consumer Payment Services Point of Sale POS 240

Retail TouchPoints

FEBRUARY 17, 2023

Success in the new retail landscape in 2023 requires many of the characteristics of a winning sports team. Some retailers such as the Harry Potter store hire actors with a passion for Harry Potter to engage and interact with their consumers. Winning teams begin with an end in mind. and it is working.

Games 289

Games Social Media Retail Outdoor 289

Retail TouchPoints

DECEMBER 6, 2023

But, while they continued to make headlines in 2023, marketplaces themselves were no longer the hot commodity this year , marketplace sellers were. Not to mention, those particular platforms are more competitive [when it comes to capturing consumer attention]. There’s fulfillment costs and advertising costs.

Merchant Services 278

Merchant Services eCommerce Operations Games 278

ESW

JUNE 23, 2023

And as the number of ecommerce consumers continues to grow, new markets and segments are emerging along with it. But keeping up with consumer behaviour around the world can be overwhelming for even the biggest ecommerce brands. So what should ecommerce brands know about consumer behaviour in 2023?

Consumer 78

Consumer eCommerce Payment Services Shipping Costs 78

Wiser

DECEMBER 20, 2023

Analyzing the holiday retail trends of 2023 can illuminate the path forward for brands and retailers and clarify the steps they need to take to stay competitive. Data can help identify the promotional strategies that resonated with consumers, the products that flew off the virtual shelves, and the ones that didn’t.

Retail 147

Retail Shipping Costs Leisure Gifts 147

Forrester eCommerce

NOVEMBER 7, 2023

Read Forrester’s high-level takeaways from OpenAI’s first developer conference in November 2023.

Consumer 382

Consumer Customer 382

Retail TouchPoints

DECEMBER 2, 2022

Dollar General is continuing its rapid expansion into fiscal 2023 with plans for 1,050 new stores, following a successful Q3 2022 when sales rose 11.1% The quarter, which ended Oct. 28, also saw a 6.8% increase in same-store sales driven by larger basket sizes and a small increase in traffic. “We

Operations 312

Operations Consumer Retail Other 312

Retail TouchPoints

JANUARY 18, 2023

Microsoft will trim its workforce by 10,000 people, or approximately 5% of its total employees, according to a January 18, 2023 SEC filing. The reductions will take place during the company’s fiscal 2023 Q3, which runs to the end of March 2023. The tech giant will take a $1.2

Shopify 289

Shopify Technology Blog Other 289

Forrester eCommerce

MAY 5, 2023

On Friday, May 5th 2023, The World Health Organization (WHO) declared an end to the COVID-19 emergency. The COVID-19 Pandemic is the first of its scale to have affected and influenced consumer behavior across the globe at a time […] While it will keep its status as a pandemic, this new declaration is a long-awaited milestone.

Consumer 195

Consumer B2C Marketing Customer 195

Forrester eCommerce

DECEMBER 1, 2023

Forrester's Retail research team highlights data insights from retailers' online Black Friday and Cyber Monday 2023 participation.

Retail 242

Retail Consumer Customer Experience B2C 242