Retail TouchPoints

JANUARY 29, 2024

Store-based fulfillment of customer orders got an enormous boost during the COVID pandemic, when both curbside pickup and delivery offerings became survival tactics for so many retailers. While just 45% of 2022 survey respondents outsourced deliveries to courier services, 57% did so in 2023.

Fulfillment 279

Fulfillment Shipping Costs Omnichannel Retail 279

Retail TouchPoints

JULY 20, 2022

Where does that leave retailers today, especially as they develop their holiday plans and finalize their budgets for 2023? Department Stores ( 66% ) and Home & Houseware ( 65.9% ) followed closely behind, showing that verticals with high SKU counts have the most to gain from omnichannel capabilities. Now it’s really just shopping.

Omnichannel 268

Omnichannel Retail Mobile Social Media 268

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. Let’s begin the countdown… 5.

Retail 250

Retail Supplies Merchant Services Social Media 250

Retail TouchPoints

NOVEMBER 13, 2023

The sub-brand is in 1,000 Walmart stores and, as a result, has doubled in growth from 2022 to 2023. Above all, a best-in-class omnichannel experience is paramount to obtaining and retaining customers ,” said Kelly Hallinan, SVP of Emerging Channels for Brooklinen in an interview with Retail TouchPoints. “

Omnichannel 262

Omnichannel B2B Channel Customer 262

Retail TouchPoints

MARCH 8, 2023

billion in the region in 2023. Initiatives on this front including boosting omnichannel capabilities and implementing projects that will improve efficiency, sustainability and accessibility at these locations. sales growth in 2023, and Bodega Aurrera discount stores will continue to be a focus.

Payment Services 234

Payment Services Supplies Electronics Omnichannel 234

Forrester eCommerce

AUGUST 16, 2023

Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

Customer 369

Customer Marketing Customer Experience Omnichannel 369

Retail TouchPoints

AUGUST 2, 2023

took the stage at The Lead Summit in Manhattan in July 2023 to talk about how they are adapting their strategies to meet the new realities of DTC retail. Those team members are a critical piece of the equation: “Having the size of the team and the expertise required to run a true omnichannel business is the biggest challenge,” said Widrick.

Omnichannel 242

Omnichannel Social Media Shopify Shipping Costs 242

Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. Signal-based targeting strategies, enhanced by new technologies, can be used to develop an omnichannel brand and customer experience of the highest level.

POS 251

POS Customer Experience Customer Technology 251

UpSellIt

JULY 13, 2023

In today’s competitive landscape, embracing an omnichannel retail strategy has become essential for businesses to thrive. By seamlessly integrating multiple channels, retailers can provide a cohesive and personalized shopping experience for their customers. What is Omnichannel Retailing?

Omnichannel 101

Omnichannel Multichannel Payment Services Retail 101

lateshipment

JANUARY 17, 2023

Moving onto 2023, we need to draft our plans early to reach our goals for the year. The main reason is due to the fact that customer experience (CX) much like e-commerce is an ever-changing area and you need to keep yourself updated with new trends in the field to thrive and enjoy success. That’s not all!

eCommerce 130

eCommerce Merchant Services Omnichannel Customer Experience 130

Retail TouchPoints

MAY 10, 2022

billion ) into opening new locations and revamping existing stores by the end of 2023. The retailer is aiming to make itself accessible for customers whenever and wherever they want to interact with IKEA by expanding the availability of omnichannel services.

Omnichannel 267

Omnichannel Shipping Costs Operations Books 267

Retail TouchPoints

NOVEMBER 27, 2023

29, 2023, offering design consultations as well as a location where customers can pick up their online orders. Our expansion in DFW is just one of the many exciting ways Ikea is growing with the aim of making the customer experience more inspiring, more convenient and even more affordable.” billion to enhance U.S.

Marketing 147

Marketing Omnichannel Books Customer Experience 147

Retail TouchPoints

FEBRUARY 5, 2024

Walmart debuted a slate of features powered by generative AI and AR in October 2023 , and Amazon introduced the Rufus gen AI shopping assistant earlier this month. omnichannel presence in April 2023 , the same month the retailer debuted a virtual interior design service Ikea had committed to spending $2.2

Omnichannel 276

Omnichannel Recommendation Improvements Marketing 276

Retail TouchPoints

SEPTEMBER 19, 2023

With Salesforce’s 2023 holiday predictions forecasting that BOPIS (buying items online for in-store or curbside pickup) will influence $28 billion in incremental sales during the holiday season, retailers seeking to capitalize on this revenue opportunity need to ensure their store operations and inventory management practices are up to par.

Omnichannel 269

Omnichannel Shipping Costs Operations Fulfillment 269

Retail TouchPoints

JANUARY 24, 2023

The event also gives us business editors the chance to suss out the major trends that retail decision-makers will be grappling with in 2023. But] siloed data is a huge issue to solve for here; 50% of our customers start their search online and then come into the stores. The NRF Big Show , held in NYC Jan.

Food and Beverages 277

Food and Beverages BigCommerce Home Furnishings PayPal 277

Retail TouchPoints

FEBRUARY 7, 2024

The service already is live for most customers of these banners; Food Lion will pilot with DoorDash in February and expects to launch in its markets in March. “As As leading omnichannel grocery retailers in their markets, Ahold Delhaize’s U.S.

Omnichannel 254

Omnichannel Customer Marketing Retail 254

Retail TouchPoints

MARCH 1, 2024

While the retailer will be focused on improving existing store experiences at scale moving forward, Best Buy is planning to “open a few additional outlet centers and new formats to continue to test two important concepts,” said Barry. billion generated in Q4 2023. billion was down 6% from 2023’s $46.3 Revenue of $14.6

POS 273

POS Omnichannel Mobile Improvements 273

Retail TouchPoints

MARCH 15, 2024

Dick’s Sporting Goods posted strong results in fiscal 2023, which ended Feb. We also expect attractive returns from our next-generation 50K DICK’S store investments, where we are targeting approximately $14 million in year-one omnichannel sales and a comparable EBITDA margin of approximately 20% ,” Gupta added.

Sporting Goods 286

Sporting Goods Omnichannel Retail Customer Experience 286

Retail TouchPoints

FEBRUARY 28, 2023

The move comes as the standalone ecommerce entity seeks to continue its digital growth and evolve the customer experience. Mares joins Saks Off 5th with more than 20 years of retail experience, most recently as Head of Ecommerce and Omnichannel for DTC brand Untuckit.

eCommerce 235

eCommerce Omnichannel Customer Experience Operations 235

Retail TouchPoints

APRIL 14, 2023

The deal marks the first joint acquisition made by WHP Global and Express since finalizing their strategic partnership earlier in 2023. Express plans to leverage its own strengths in the men’s fashion space to boost Bonobos’ presence in underpenetrated categories as well as drive greater brand awareness and customer acquisition.

Omnichannel 245

Omnichannel Customer Loyalty Operations Definition 245

Retail TouchPoints

JANUARY 15, 2024

Artificial intelligence dominated headlines and water cooler conversations in 2023, and 2024 is looking to be no different (if the conversations and showcases at CES and NRF’s Big Show are any indication). Nearly all (95%) of respondents in the Google survey said that generative AI will have an impact on the customer experience.

Retail 310

Retail Customer Experience Technology Operations 310

Retail TouchPoints

MAY 4, 2023

. “Experimentation and innovation with an eye on improving the customer experience is at the heart of everything we do at Wayfair,” said Fiona Tan, CTO of Wayfair in a statement. “Wayfair strongly believes in meeting our customers where they want to shop, whether online or in-person. billion , down 7.3%

Technology 288

Technology Customer Experience Omnichannel Improvements 288

Retail TouchPoints

DECEMBER 13, 2023

Trend 2: Technology will Elevate Omnichannel Performance and Key Value Props Nearly two-thirds ( 63% ) of respondents to Retail TouchPoints’ annual Store Design & Experience Survey shared that better integrating technology into the experience was a top priority for them in 2023. customer experience).

Sporting Goods 292

Sporting Goods Technology Omnichannel Operations 292

Ecommerce Platforms

MARCH 9, 2023

Sendinblue Review (Feb 2023): Is Sendinblue the Best Email Marketing Service? SendinBlue Pricing: The Complete Guide (Feb 2023) Go to the top 2. HubSpot Marketing Hub Review (Feb 2023) – The Ultimate Guide HubSpot CRM Review: A Strong CRM That's Forever Free Go to the top 3. There’s even a built-in CRM. Further reading ?

Omnichannel 104

Omnichannel Multi-channel Technology Live Chat 104

iVend

APRIL 17, 2023

iVend for Magento ChatGPT is used by retailers to enhance their omnichannel strategy. So how does chatGPT play a role in omnichannel retail POS? Omnichannel retail is the bringing together of multiple online and offline channels in a customer-centric approach that delivers the best possible shopping experience.

POS 96

POS Omnichannel Retail Social Media 96

Retail TouchPoints

APRIL 21, 2023

JCPenney has named Katie Mullen, who previously served as the retailer’s Chief Digital Officer (CDO), as its new Chief Customer Officer. She will continue to oversee ecommerce strategy and omnichannel development, with an added emphasis on customer marketing, engagement, analytics and more.

Customer 256

Customer Omnichannel Technology Customer Experience 256

Retail TouchPoints

MARCH 25, 2024

In July 2023 , Lowe’s also expanded its same-day delivery offerings in a partnership with OneRail. As Lowe’s continues its omnichannel journey, expanding same-day delivery options helps us meet our customers where they are,” said Neelima Sharma, SVP, Digital Commerce and Technology at Lowe’s in a statement.

Omnichannel 206

Omnichannel Technology Improvements Customer 206

Retail TouchPoints

AUGUST 30, 2023

Many retailers struggle to cultivate genuine engagement that builds lasting relationships and delivers frictionless customer experiences. If customers feel your efforts are merely transactional, they won’t hesitate to go to your competitor looking for the next best deal. Tip 4: Provide better product detail for customer ease.

Shipping Costs 237

Shipping Costs Improvements Live Chat Retail 237

Retail TouchPoints

JUNE 15, 2023

The 2023 Brand Experience Award winners are brands and retailers taking innovative approaches to all things “experience” — from advanced influencer marketing strategies to immersive store designs and even thoughtful approaches to the metaverse.

Customer Retention 251

Customer Retention Jewelry Outdoor Fulfillment 251

GetElastic

APRIL 11, 2023

This strategy offers companies greater adaptability and authority over their customers’ online shopping experiences, which is crucial in today's fast-changing digital environment. 9 Headless Commerce Trends for 2023 As commerce technologies evolve, integrating headless commerce practices has become an important competitive advantage.

Payment Services 147

Payment Services Payments Social Media Mobile 147

iVend

JANUARY 17, 2023

In retail, 2023 is set to still be a time of challenge and flux as the world recovers from the disruption of the pandemic. Here we look at how technology is changing retail, and the key ways that technology trends in the retail industry for 2023 are enabling greater personalisation and customer experience.

Technology 85

Technology Retail Omnichannel Customer Experience 85

Retail TouchPoints

NOVEMBER 8, 2023

is the true omnichannel experience — a combination of online and in-store — where we have leading brands and market share, strong store density and online presence, and a deep heritage of customer loyalty and relationships. With this decision, we will increase our focus on omnichannel — our biggest growth opportunity.”

Food and Beverages 278

Food and Beverages Omnichannel Customer Loyalty Customer 278

Retail TouchPoints

DECEMBER 22, 2022

27, 2023, succeeding Patrik Frisk, the former President, CEO and member of the board of directors who stepped away from the role in June 2022. Under Armour has appointed Marriott International President Stephanie Linnartz as its President, CEO and member of its board of directors following a search that began in May 2022.

Omnichannel 279

Omnichannel Operations Technology Customer Experience 279

Retail TouchPoints

AUGUST 17, 2023

This year, Petco has been expanding its customer-facing touch points in several areas: In February 2023 Petco announced plans to operate shop-in-shops at nearly all Canadian Tire stores, and in July 2023 the retailer expanded its store-in-store partnership with Lowe’s from 15 stores to a planned 300 by the end of 2023; Petco launched a new delivery (..)

Mobile 243

Mobile Toys Payment Services Omnichannel 243

Retail TouchPoints

MARCH 25, 2024

This year, we’ll hear senior-level executives’ perspectives on how customer experiences are evolving as content, community and commerce converge. With an emphasis on customer experience, RICE has three tailored tracks to reflect the distinct interests and needs of its key audience members.

Retail 229

Retail Article Omnichannel Customer Experience 229

Retail TouchPoints

AUGUST 9, 2023

“This launch marks a significant milestone for Square sellers and their customers as we continue investing in software that equips businesses with powerful omnichannel tools,” said Alyssa Henry, CEO of Square in a statement. “We

Books 225

Books Merchant Services Payment Services Customer 225