Forrester eCommerce

OCTOBER 27, 2021

Continued supply chain disruption, the “Great Resignation,” and increasing customer expectations will push brands to reevaluate their approach to customer experience in 2022.

Supplies 368

Supplies Customer Experience Customer Management 368

Forrester eCommerce

OCTOBER 26, 2021

Forrester sees 2022 as a tale of two B2C CMOs: Some will be sidelined by the likes another chief “something” officer. However, elite CMOs (those with data, martech, customer experience, and product chops) will capitalize on this moment in time to duly expand their remit across the marketing mix.

B2C 360

B2C Customer Experience Marketing Customer 360

Digital Doughnut

MARCH 16, 2022

If you want to build a robust digital brand in 2022, you should focus on improving customer experience. Good CX will improve revenue and sales for you.

Customer Experience 119

Customer Experience Improvements Customer Operations 119

Digital Doughnut

JUNE 13, 2022

Customer experience has become a decisive factor in choosing between available products and their alternatives and companies are well aware of that. Therefore, marketers have to find new and unconventional ways to improve their customer experience.

Customer Experience 105

Customer Experience Customer Improvements Marketing 105

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.

Customer Experience 306

Customer Experience Social Media Customer Live Chat 306

Retail TouchPoints

AUGUST 1, 2022

Your advertising creative needs to give your audience — in this case your target customers — something they find valuable. With augmented reality effects, you are providing an inventive, entertaining customer experience that doesn’t feel like a brazen sales pitch to grab their attention — even if that is ultimately what you are doing.

Customer Experience 317

Customer Experience Customer Clothing Gifts 317

Forrester eCommerce

SEPTEMBER 30, 2021

Where should you focus your efforts in 2022 to deliver the best possible customer experience and better organizational performance? Start with these five areas.

Operations 370

Operations Marketing Customer Experience Customer 370

Retail TouchPoints

JANUARY 19, 2022

Brands do this under the guise of helping provide a better customer experience, but it only takes one breach for that to completely wipe out consumer trust — it exposes the extent to which brands collect, track and keep consumer data on file. Identify a Clear Value Exchange. 3 Tips When Navigating the new Data Privacy Landscape.

Customer Experience 336

Customer Experience Customer Retail Consumer 336

Retail TouchPoints

NOVEMBER 3, 2022

The revamped stores will feature a new layout designed to support one-on-one customer experiences. At the new locations customers can walk in or make an appointment, and use the services of an expertly trained stylist and in-house alterations artisan. West Chester Township, Ohio, Lexington, Ky. and Cool Springs, Tenn.

Customer Experience 274

Customer Experience Customer Accessories Events 274

Forrester eCommerce

SEPTEMBER 27, 2022

We made bold predictions for 2022. We weighed in on edge computing, CX, B2B marketing, cybersecurity, and more. Discover which predictions came true and which ones missed the mark as we prepare for Predictions 2023.

B2B 345

B2B Marketing Customer Experience Customer 345

Retail TouchPoints

OCTOBER 6, 2022

The Retail TouchPoints 2022 Retail Strategy & Planning (#RSP22) webinar series, now available on-demand, offered a wealth of tips and best practices across critical areas including pricing, location-based technology, inventory management and marketplaces. Mastercard Spending Data Reveals 4 Key Takeaways for Holiday 2022.

Shipping Costs 287

Shipping Costs Payment Services Merchant Services Payments 287

Forrester eCommerce

OCTOBER 26, 2021

Forrester predicts more change in 2022 across CX, EX, technology, and marketing. Get a sneak peek at five of Forrester's 2022 predictions, and then download our guide to help inform your 2022 strategy.

Download 370

Download Technology Information Marketing 370

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 275

Customer Experience Recommendation Consumer Customer 275

Forrester eCommerce

JUNE 20, 2022

The 2022 edition of Viva Tech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections. Paris was the center of innovation and technology last week.

Events 367

Events Technology Customer Experience B2C 367

Forrester eCommerce

NOVEMBER 7, 2022

Our New Report “How Customer Experience Drives Business Growth, 2022” Puts A $-Value On Improving CX By One Point Many CX leaders find it hard to make the case for investing in CX. That’s why Forrester built industry-specific models that demonstrate how CX improvements drive business growth through increased customer loyalty.

Improvements 195

Improvements Customer Loyalty Customer Experience Customer 195

365 Retail

JUNE 10, 2022

ZigZag Global has won the DELIVER 2022 Customer Experience Award, beating out a number of respected brands from across retail and logistics. ZigZag received the award for “providing it’s own end customers a remarkably superior experience”.

Customer Experience 64

Customer Experience eCommerce Customer Gifts 64

Retail TouchPoints

MAY 13, 2022

Retail TouchPoints and design:retail have unveiled the 2022 slate of 40 Under 40 Award winners. Winners were celebrated at a cocktail reception during the 2022 Retail Innovation Conference & Expo , held May 10-12 at McCormick Place in Chicago, and they will be spotlighted in a special report scheduled to publish in July 2022.

Retail 311

Retail Management Operations Games 311

Retail TouchPoints

NOVEMBER 8, 2021

As you’re planning for 2022, here are four strategies to help you focus and refine the digital experience to realize immediate ROI in 2022 and beyond. Connect customers and employees for a delightful digital experience. Great digital experiences are not delivered in silos.

Retail 298

Retail Omnichannel eCommerce Fulfillment 298

Forrester eCommerce

JANUARY 16, 2023

So 2022 is officially done and dusted, for better or worse. But before getting too far into 2023, let’s take a moment to look back at what we achieved over the previous year. More specifically, I wanted to share some thoughts from our research associate Aidan Riga, since he did such an outstanding job supporting […].

Customer Experience 195

Customer Experience B2B Management Customer 195

Forrester eCommerce

DECEMBER 1, 2021

In 2022, “anywhere commerce” will be the mantra as brands invest in tech to meet buyers in every possible shopping moment.

Technology 367

Technology Customer Experience Omnichannel Customer 367

Retail TouchPoints

FEBRUARY 9, 2022

From social media integrations and dynamic content to increased personalization and artificial intelligence, these advancements are revolutionizing ecommerce experiences around the world. In 2022 expect to see more brands developing mobile-friendly apps to complement both their online and physical stores. Holistic ecommerce experience.

eCommerce Design 306

eCommerce Design eCommerce Travel Mobile 306

Retail TouchPoints

JUNE 16, 2022

We expect to see that trend accelerate through 2022 and perhaps even pick up more speed in the latter half of 2023, in ways that give consumers and business users more options for connected experiences that continue to narrow the gap between the physical and digital worlds. Eventually, this will be the new norm.

Mobile 312

Mobile Vend Customer Experience Technology 312

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

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

Retail TouchPoints

NOVEMBER 9, 2021

The retailer already has phased in the $15 per hour minimum wage across several markets and plans to hit this target nationally for both new and current associates by May 2022.

Books 299

Books Omnichannel Retail Customer 299

Forrester eCommerce

AUGUST 8, 2022

Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.

Retail 195

Retail Customer Customer Loyalty Customer Experience 195

Retail TouchPoints

JANUARY 29, 2024

While nearly two-thirds ( 65% ) of retailers responding to the 2022 survey had assigned in-store staff to these tasks, that percentage dropped to 56% in 2023. Another indication of this change is that the number of retailers providing dedicated space for order prep also dipped between 2022 and 2023, from 60% down to 43%.

Fulfillment 289

Fulfillment Shipping Costs Omnichannel Retail 289

Retail TouchPoints

SEPTEMBER 12, 2022

Target has entered an exclusive multiyear agreement with FAO Schwarz to begin offering the iconic brand’s toys at Target stores and on target.com starting in October 2022. can enjoy this experience at their local Target store.”. The curated assortment of toys will feature items at prices ranging from $9.99 to $149.99

Toys 264

Toys Games Presentation Retail 264

Ecommerce Platforms

SEPTEMBER 30, 2022

But if you aren't design-savvy, the best ecommerce templates are readily equipped with preset designs and nifty features to enhance your customer experience. The post Best Ecommerce Website Templates for 2022 appeared first on Ecommerce Platforms.

eCommerce 197

eCommerce Jewelry Accessories Shopify 197

Korona

FEBRUARY 2, 2022

Many companies now spend incredible amounts of time and money on improving their customer service and the overall customer experience at their store, whether it be online or brick-and-mortar. But there is a distinct difference between customer service and customer experience. And few are aware of this.

Customer Experience 52

Customer Experience Customer POS Retail 52

Retail TouchPoints

MAY 17, 2022

In Singapore, Coach tested the launch of a shop dedicated to vintage, as these types of collections consistently resonate well with the brand’s customers. Coach also entered a new category in Singapore with the pop-up Coach Bagel Shop that operated in April and May 2022.

Games 297

Games Outdoor Definition Events 297

Forrester eCommerce

OCTOBER 27, 2021

In 2022, consumers will continue testing new ways to fulfill their needs with an eye towards long-tail pandemic disruption. In the process, their new behaviors will create new economies.

Consumer 195

Consumer Fulfillment Customer Loyalty Customer Experience 195

iVend

JUNE 15, 2022

Customers took to social media to vent their frustration about price differentials of up to 40%, and the confusion of some items being more expensive online than in-store, and vice versa. For a retailer that has enjoyed an enviably strong reputation with the shopping public, this retail customer experience was a big blow to its reputation.

Customer Experience 97

Customer Experience Customer Retail Channel 97

Retail TouchPoints

DECEMBER 22, 2022

The winners were revealed and celebrated at the 2022 PAVE Gala earlier in December in New York City, and now we’re spotlighting their craftsmanship with a special report and interview series featuring the leaders driving these projects. Part two will be revealed in this same experience on December 27. .

Consumer 264

Consumer Retail Toys Presentation 264

Retail TouchPoints

NOVEMBER 8, 2021

No more wrestling with metal tape measures that bend and snap back into DIYers’ hands: Lowe’s will launch a beta test of a room scanning and measurement tool, available in the Lowe’s iOS app, by the end of Q1 2022. (An An embedded video demonstrates how the solution works.).

Technology 287

Technology Information Customer Consumer 287

Retail TouchPoints

MARCH 19, 2024

Cookies has been lauded for its next-gen customer experience , which combines high-touch technology, creative merchandising and entertaining brand storytelling. Clinton Ave. offers a large selection of top-shelf Cookies products and a fresh menu for the Illinois market, featuring cultivars, vape cartridges, edibles and concentrates.

Customer Experience 255

Customer Experience Technology Marketing Retail 255

Retail TouchPoints

MARCH 22, 2023

Gamestop reported its first quarterly profit in two years for Q4 2022, which ended Jan. million , down significantly from the $915 million in hand at the close of Q4 2022. million , down significantly from the $915 million in hand at the close of Q4 2022. The retailer reached net income of $48.2 billion from $2.25

Shipping Costs 276

Shipping Costs Games Operations Shipping 276