Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 285

Customer Experience Recommendation Consumer Customer 285

ESW

SEPTEMBER 1, 2023

American consumers spent an astounding $1.29 trillion in online retail sales in 2022, yet roughly $212 billion worth of products — more than 16% of sales — were sent back in the form of online returns. So how can consumer electronics brands reduce the number of holiday returns this year?

Consumer Electronics 146

Consumer Electronics Electronics Consumer Live Chat 146

Retail TouchPoints

NOVEMBER 10, 2022

Customer loyalty experts know that the best-run programs do far more than simply boost sales by rewarding members with points and perks. Emeline Berlind, VP and General Manager of Loyalty for Sephora, revealed how the retailer’s approach to loyalty provides it with both strategic and tactical benefits.

Consumer 227

Consumer Gifts Events Customer Experience 227

Forrester eCommerce

NOVEMBER 8, 2022

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

Financial Services 195

Financial Services Customer Banking Customer Loyalty 195

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

365 Retail

DECEMBER 12, 2022

Consumers are looking to get more with less with the same high expectations of brands as the cost-of-living crisis and looming recession rolls into 2023. Karel Schindler, CEO of ROI Hunter outlines four trends that retailers cannot afford to ignore next year: 1) Discount doubt: Consumers will wise up. in November 2022.

Customer Loyalty 58

Customer Loyalty Consumer Customer Multi-channel 58

Forrester eCommerce

JUNE 27, 2022

The pandemic thrust consumers and technology into the forefront, exposing a long-standing tension between the two. Recently, Forrester released its US Customer […].

Technology 367

Technology Consumer Customer Customer Loyalty 367

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. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 262

Consumer Supplies Fulfillment Technology 262

Retail TouchPoints

JUNE 2, 2022

At its June 1, 2022 Investor Day, Levi Strauss and Co executives laid out an aggressive strategy to propel the company toward revenues of $9 to $10 billion by 2027, by doubling down on DTC and diversifying beyond denim. “We The company reaffirmed its expectations for fiscal 2022, with revenues expected to reach $6.4 billion this year.

eCommerce 254

eCommerce Customer Loyalty Presentation Consumer 254

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. However, a Deloitte survey reveals that consumers’ loyalty program preferences and expectations are evolving.

Consumer 284

Consumer Shipping Costs Customer Retention Information 284

Ecommerce Platforms

JUNE 15, 2022

However, returns don’t have to mean the end of a relationship with that customer. In fact, 92% of consumers would buy again if the return process was easy. Return Rabbit is a Shopify app that allows you to streamline and customize your returns process. Brand consistency is essential for building customer loyalty.

Merchant Services 192

Merchant Services Shipping Costs Shopify Shipping 192

Retail TouchPoints

JANUARY 25, 2024

Proper security is imperative to any business’ bottom line and the integrity of their brand, but how can that be achieved without increasing the burden on the end consumer? A unique key pair is created for every website, service and app that the consumer needs to access, and is tied to a specific site or application. Enter passkeys.

Payment Services 258

Payment Services Cryptography Payments Improvements 258

Sailthru

JANUARY 19, 2023

It has never been more difficult, nor more important to stay one step ahead of evolving consumer habits. There’s little doubt that marketers have another challenging year ahead as they try to grow revenue and build lasting relationships with their customers set against constricted consumer spending.

Consumer 78

Consumer Marketing Customer Loyalty Channel 78

Retail TouchPoints

SEPTEMBER 9, 2022

18-19, 2022, at Convene One Liberty Plaza in New York City. The agenda is designed to hit on all the core issues surrounding this space, from cybersecurity to finance and customer experience. CEOs, CIOs, CFOs and other executives involved in Web 3.0,

Customer Loyalty 281

Customer Loyalty Consumer Goods Customer Experience Technology 281

Retail TouchPoints

AUGUST 30, 2023

In today’s challenging business landscape, where profit margins are shrinking, supply chains are slow and uncertain, labor shortages are prevalent and inflation is a concern, it is crucial for retailers and brands to differentiate between understanding customer habits and fostering customer loyalty in order to succeed.

Shipping Costs 235

Shipping Costs Improvements Live Chat Retail 235

Retail TouchPoints

MAY 24, 2023

Unsurprisingly, this has dramatically changed the shopper marketing landscape, and as a result, retail brands are being forced to rethink how they interact with consumers. This next cohort of consumers are financially strained and require a tailored approach to ensure that the value in the products on offer is clearly communicated.

Retail 277

Retail Customer Loyalty Consumer Travel 277

Kibo

MARCH 24, 2022

According to a Forbes Study, 96% of customers rate their experience with brands as a major judgment factor towards loyalty. According to Kibo and Ignitiv’s new report, “ 2022 Distributed Order Management for Retail ,” the post-COVID world will be characterized by a deep and transformative embrace of digital. Download Now.

Management 62

Management Retail Download Customer Loyalty 62

Retail TouchPoints

JULY 24, 2023

Navigating these touch points can be challenging, but the potential rewards, like enhanced customer loyalty, are worth the additional effort. consumers have at least one email account, with the average addresses per person totaling 2.5. In fact, in 2022, 55% of businesses texted their customers , according to Simple Texting.

Small Business Retail 233

Small Business Retail Marketing Retail Social Media 233

Retail TouchPoints

JANUARY 24, 2023

billion in 2022. The Transformation of Search Consumers are searching a lot. In January 2022, search grew by 24% YoY while the rest of digital grew 34% YoY. As of September 2022, search platform growth was down 12% while retailer platforms were up 13%. Based on November 2022 data, Twitter is No.

Social Media 249

Social Media Channel Customer Loyalty Banking 249

Retail TouchPoints

SEPTEMBER 14, 2023

that delivers pretty much any item to a consumer with science fiction-style immediacy, retailers remain bound by 21 st -century delivery methods. Unfortunately for retailers, fast fulfillment is rapidly moving from a differentiating “perk” to a consumer expectation. “On Until someone invents a Star Trek -style replicator (“Tea.

Shipping Costs 265

Shipping Costs Fulfillment Shipping Customer Loyalty 265

365 Retail

MAY 5, 2023

The number of retailers who identified the provision of customer support tools, including ‘Where is my order’ (WISMO) data and tracking push notifications, as a key business benefit increased +26% YOY from January 2022.

Customer Loyalty 52

Customer Loyalty Customer Retail Omnichannel 52

GetElastic

APRIL 7, 2022

Shoptalk was back in 2022, a four-day event that's has been dubbed the 'biggest retail conference of the year.' or see how Pella is looking at establish a new direct to consumer model. “As Beyond sharing the stories of our customers, we met and heard from a variety of brands, partners, and thought leaders in the commerce space.

Customer Loyalty 147

Customer Loyalty Channel Events Technology 147

Retail TouchPoints

JANUARY 11, 2023

Livestream platform Bambuser says livestream shopping viewership grew by ~38% every quarter in 2022 in North America and Western Europe, so there is huge opportunity for growth. Consumers like to feel connected to the brands they support. More than ever, consumers want to feel connected to the brands they support.

Social Media 274

Social Media Multi-channel Customer Loyalty Shopify 274

Retail TouchPoints

JANUARY 25, 2023

In Q3 2022, ecommerce accounted for less than 15% of all retail sales. That means brick-and-mortar is still going strong, and not just because consumers are eager to get out of the house again. Forrester and Shopify found that more than half (54.5%) of holiday 2022 shoppers planned to visit brick-and-mortar stores for this reason.

Retail 227

Retail Sporting Goods Department Stores Consumer 227

Retail TouchPoints

JUNE 8, 2023

Nearly half ( 49% ) of global CEOs in a 2022 PwC survey said that technology disruptors like AI, the metaverse and blockchain will impact profitability over the next 10 years. The key to CX success is seamlessness, and different metaverse platforms and Web3 technologies may ultimately make consumer interactions feel clunky or disjointed.

Technology 262

Technology Customer Loyalty Omnichannel Consumer 262

Retail TouchPoints

FEBRUARY 17, 2023

When she joined Homedics in May 2022, she wanted to bring similar processes to her new team that also encouraged deep collaboration and brainstorming. But as brands navigate rising acquisition costs and wavering customer loyalty, D’Arcy believes they need to balance both methods to see true returns on their effort.

Marketing 288

Marketing Customer Loyalty Omnichannel eCommerce 288

Retail TouchPoints

MARCH 17, 2023

Reintroducing NFTs for Retail Selling digital products to consumers is not new. Consumers buy digital services from Netflix. When a consumer rents a movie, it’s the same movie that any other consumer can rent. On the other hand, when a consumer purchases an NFT it is unique and only has one owner.

Cryptocurrencies 299

Cryptocurrencies Automotive Merchant Services Arts 299

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. The pandemic is finally ending, but the new/remade world will require a refined approach to the customer experience.

Consumer 142

Consumer Payment Services Fulfillment Multi-channel 142

lateshipment

MAY 26, 2022

The post-purchase CX gap (as it is called) is a result of businesses like yours losing control over the experience you provide to your customers after parcels have been handed over to third-party shipping carriers/partners, who may not share the same level of commitment towards ensuring a delightful and frictionless delivery experience.

Shipping Costs 130

Shipping Costs Shipping eCommerce Customer 130

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 251

Improvements Customer Experience Customer Customer Loyalty 251

Retail TouchPoints

SEPTEMBER 29, 2022

There are signs of a disconnect between consumers and retailers when it comes to sustainability. A recent report has found that two-thirds of consumers are willing to pay more for sustainable products than retailers expect — and reveals that consumer preference for recommerce models is also being underserved. A Starting Point.

Retail 349

Retail Fashion Supplies Apparel 349

Retail TouchPoints

SEPTEMBER 11, 2023

As the name implies, experiential retail initiatives aim to turn a transaction into an experience for the customer. The goal is to improve engagement, customer loyalty and the bottom line. Why is experiential retail having a moment?

Technology 251

Technology Point of Sale Customer Experience Customer Loyalty 251

Retail TouchPoints

JULY 20, 2022

In addition, always-on, cross-device shopping behaviors mean consumers are taking their shopping across borders and, in turn, they’re asking more of already strained supply chains. Experts agree that the supply chain has more impact on the customer experience than ever before.

Supplies 303

Supplies Shipping Costs Customer Loyalty Technology 303

Retail TouchPoints

JULY 5, 2022

Prior to the pandemic, summer was predictably a time of low illness, but overall trends as of this writing in the middle of June 2022 suggest we won’t see the traditional relief. Brands all over the country rely on demand forecasting to maintain customer loyalty, but it’s time to reconsider the standard way to approach data.

Shipping Costs 259

Shipping Costs Supplies Customer Loyalty Consumer 259

Retail TouchPoints

AUGUST 9, 2022

Appointments are among the best ways to build customer loyalty and ultimately, to grow and improve revenue.”. Data from McKinsey shows that consumers’ purchase decisions revolve around buying into an experience,” said Tiwari. People are changing the way they buy, so we have to change the way we sell.

Webinar 296

Webinar Customer Loyalty Books Improvements 296

Retail TouchPoints

JUNE 27, 2022

This has been a volatile year for retailers and consumers alike, and the uncertain nature of 2022 has been shaping trends across the industry, according to Forrester’s Vast, Fast, And Relentless: Consumer Buying Enters A New Era report. While loyalty programs can help to some extent, they come with their own downsides.

Shipping Costs 249

Shipping Costs Omnichannel Customer Retention Retail 249