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 379

B2C Marketing Consumer Customer Experience 379

Retail TouchPoints

OCTOBER 28, 2020

A new study from OpenX and The Harris Poll predicts a rise in both consumer spending and marketing budgets for Q4 and 2021. consumers in late July (as well as 391. B2C marketers and 111 B2B marketers), revealed key insights about consumer spending patterns and behavior. The survey, which polled 1,000 U.S.

Consumer 191

Consumer B2C B2B Mobile 191

Retail TouchPoints

MARCH 4, 2024

A recent study of more than 4,700 consumers from Bread Financial indicates payment choices — including retail store credit cards, bank branded credit cards and buy now, pay later (BNPL) — at checkout have become a major factor in pleasing shoppers and closing a sale. It goes without saying that great service is important.

Payment Services 276

Payment Services Consumer Small Business Retail Banking 276

Forrester eCommerce

OCTOBER 21, 2020

The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.

Customer 518

Customer Consumer Banking Management 518

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

Forrester eCommerce

JANUARY 29, 2021

Brand marketers shouldn’t be asking if their consumers are on social media, but rather, “Do they want to hear from my brand?” Social media is ubiquitous, from social networks to forums to brand-created communities to messaging apps.

Social Media 539

Social Media Consumer Marketing B2C 539

Retail TouchPoints

FEBRUARY 3, 2021

Seismic shifts in consumer trends accelerated by the pandemic will have long-lasting implications for the retail industry at large. Future Commerce partnered with Method + Mode to conduct broad consumer research over a period of three months ending in January 2021.

Consumer 323

Consumer Retail Jewelry Arts 323

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 294

Consumer Customer Experience Customer 294

Kissmetrics

JANUARY 27, 2021

How’s it doing in 2021? Video and voice search are leading the charge in 2021. 70% of consumers prefer to learn about a product from an article rather than an ad , and 4x more would rather a video than an article. So, what’s happening in content marketing, version 2021? Content Marketing: 2021 Current Trends.

Marketing 311

Marketing Social Media Blog B2C 311

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 349

Marketing Customer Technology Consumer 349

Retail TouchPoints

OCTOBER 4, 2021

Consumers always say they’ll move up, but often their behaviors don’t follow exactly what they’re going to say ,” said Hilding Anderson, Head of Retail Strategy at Publicis Sapient in an interview with Retail TouchPoints. And the number-one prediction for holiday 2021: 1. Black Friday Will be the Day of BOPIS.

Merchant Services 317

Merchant Services Payment Services X-cart Supplies 317

Retail TouchPoints

FEBRUARY 25, 2022

Gift cards remain a popular purchase among consumers, but they also provide openings for scammers and criminals. In conjunction with the upcoming National Consumer Protection Week, the Retail Gift Card Association (RGCA) is promoting a public service announcement to inform consumers about steps toward secure use.

Gifts 249

Gifts Consumer Payment Services Payments 249

Retail TouchPoints

SEPTEMBER 17, 2022

The Consumer Financial Protection Bureau (CFPB) is planning to start regulating buy now, pay later (BNPL) products. of users charged at least one late fee in 2021, up from 7.8% of individual loans in 2021 saw at least some portion of the order returned, up from 12.2% of users charged at least one late fee in 2021, up from 7.8%

Payments 229

Payments Consumer Payment Services PayPal 229

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

Optimizely

FEBRUARY 5, 2021

And I can’t think of a more efficient way to campaign directly to consumers than the Super Bowl. alone are watching) where running a 30-second promotion not only creates brand awareness, but consumer demand as well, so it’s definitely worth the investment. It’s a high-volume event (more than 100 million people in the U.S.

Marketing 370

Marketing Games Events Consumer 370

Retail TouchPoints

FEBRUARY 1, 2021

More than one-third of consumers now shop online each week, up from 28% pre-pandemic. So what are the customer experience and commerce trends that will continue, or become more fully realized, in 2021? Customer Experience and Commerce in 2021: Striking a Wait-and-See Balance. These are four with staying power: 1.

Customer Experience 295

Customer Experience Customer Omnichannel Social Media 295

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 308

Consumer Omnichannel Leisure Supplies 308

Retail TouchPoints

JANUARY 15, 2021

The first-ever all-digital CES 2021 welcomed 2,000 exhibitors that unveiled next-gen innovations across a variety of sectors, including almost 700 startups from 37 countries. New companies exhibiting at CES 2021 included ASUS, BioIntelliSense, Bose, Sono Motors and Volvo Penta.

Electronics 260

Electronics Banking Events Consumer 260

GetElastic

SEPTEMBER 30, 2021

Editor's Note: This post was originally published April 4th, 2018 and has been updated to reflect the current state of GDPR and other data privacy regulations impacting eCommerce in 2021. GDPR Enforcement Tracker has been tracking these fines and so far through September 2021, there have been 778 fines levied totaling €1,277,329,802.

Consumer 144

Consumer Information Fulfillment Social Media 144

Retail TouchPoints

JUNE 2, 2021

Prime Day 2021 will officially span June 21 and 22, featuring more than 2 million deals across categories including fashion, electronics, toys, home décor and automotive. Prime Day 2021 Will be Driven by Loyalty and Discounts. consumers increased or maintained their spending on Amazon in Q2 2021, according to a survey by JungleScout.

Small Business Retail 279

Small Business Retail Automotive Events Toys 279

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 262

Consumer Fulfillment Supplies Operations 262

Retail TouchPoints

DECEMBER 1, 2021

In another sign that Black Friday, and to some extent the entire extended Thanksgiving weekend, has ceded its position as a truly peak shopping period, Black Friday 2021 was a mixed bag for retailers. higher than 2020’s, although it was not yet back up to 2019 levels (Black Friday 2021 was down 28.3% Store traffic was 47.5%

Small Business Retail 278

Small Business Retail Retail Supplies Consumer 278

Retail TouchPoints

NOVEMBER 4, 2021

Despite having just officially begun, this holiday shopping season already is marked by supply chain disruption, persistent inflation and mixed consumer confidence. And just like last year, it looks like consumers will respond by turning to ecommerce. 31, 2021. “We’re

Shipping Costs 263

Shipping Costs Consumer Supplies Merchant Services 263

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 410

Consumer Customer Experience Customer Marketing 410

Retail TouchPoints

JANUARY 14, 2022

Most experts expected holiday 2021 to be a digital success, and the season didn’t disappoint: global sales hit $1.14 As a result, Cyber Week 2021 accounted for 23% of total ecommerce spend, down slightly from 24% in 2020. trillion , up from $1.1 trillion in 2020, while U.S. 18 and Dec.

Omnichannel 295

Omnichannel Fulfillment Shipping Costs Social Media 295

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 333

Consumer Omnichannel Customer Experience Technology 333

Retail TouchPoints

JANUARY 4, 2022

As retailers have struggled to navigate changes in consumer behavior and economic uncertainty brought on by the pandemic, one area has seen continued growth: recommerce. Recommerce checks many boxes for both consumers and businesses. Consider that 223 million consumers say they have or are open to shopping secondhand products.

Consumer 322

Consumer Clothing Retail Apparel 322

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 140

Consumer Payment Services Fulfillment Multi-channel 140

ROI Revolution

NOVEMBER 2, 2021

Published June 29, 2021 | Updated November 2, 2021. The 2021 holiday shopping season will be no exception, with consumers’ shopping habits and spending behaviors transformed by the events of the past several months. Bookmark and keep coming back so you’ll always be up-to-date with the 2021 holiday shopping landscape.

eCommerce 144

eCommerce Gifts Shipping Costs SEO 144

Retail TouchPoints

NOVEMBER 1, 2021

Google Shopping has teamed up with the fashion and pop culture publication PAPER to create a shoppable digital magazine highlighting the top trends of 2021 based on Google Trends data. Readers can shop the magazine — 21of21: A Shoppable Magazine of the Trends That Defined the Year — directly in Google Shopping.

Magazine 232

Magazine Jewelry Demo Fashion 232

ROI Revolution

SEPTEMBER 7, 2021

Published June 29, 2021 | Updated September 7, 2021. The 2021 holiday shopping season will be no exception, with consumers’ shopping habits and spending behaviors transformed by the events of the past several months. Bookmark and keep coming back so you’ll always be up-to-date with the 2021 holiday shopping landscape.

eCommerce 147

eCommerce Gifts Shipping Costs Shipping 147

Retail TouchPoints

APRIL 30, 2021

Cut to March 2021 — a second stimulus package, the American Rescue Plan (ARP), is signed into law, and online spending surges to record-breaking heights. In fact, in the three weeks following the ARP’s passage on March 11, 2021, U.S. consumers spent $8 billion more online than the normally projected total for that period.

eCommerce 204

eCommerce Travel Books Electronics 204

Retail TouchPoints

DECEMBER 22, 2020

Nike plans to open 30 stores in the second half of 2021 as the retailer positions itself for long-term growth. The retailer’s plan to better connect with consumers will include “scaling direct connections with contactable members,” according to Matt Friend, EVP and CFO at Nike. 18 call with analysts.

Supplies 358

Supplies Customer Improvements Consumer 358

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

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