GetElastic

JANUARY 3, 2019

As we close out 2018, there’s a lot of new experiences (like checkout-free stores), surprising acquisitions (like the Amazon/Whole Foods merger) and more to reflect on and leverage for the year ahead. Every year brands raise the bar for improved commerce experiences. As standards rise, so do customer expectations.

Customer Experience 145

Customer Experience Customer Payment Services Mobile 145

Retail TouchPoints

FEBRUARY 14, 2023

Consumer-facing brands have spent hundreds of millions of dollars over the past few decades creating unique customer experiences in their physical brick-and-mortar locations. A new customer experience study from J.D. Take retail banks and credit card providers, for example.

Customer 241

Customer Banking Customer Experience Social Media 241

Retail TouchPoints

DECEMBER 13, 2023

customer experience). And then of course, the business lens of it to make it scalable. They are far too centered on the store as a stand-alone entity and not as part of the overall customer experience, which means they tend to drastically undervalue the store’s contribution to that customer experience.

Sporting Goods 312

Sporting Goods Technology Omnichannel Operations 312

Retail TouchPoints

FEBRUARY 15, 2024

That said, AI is proving incredibly useful when it comes to answering quick questions and relieving the burden of customer service professionals, allowing these employees to focus on more complex customer needs. These complex interactions are your proving ground for a more connected customer experience.

Live Chat 258

Live Chat Social Media eCommerce Consumer 258

Retail TouchPoints

AUGUST 14, 2020

Priorities may be changing, but retailers still need to provide a superior customer experience, added webinar panelist Caila Schwartz, Senior Industry Strategist at Salesforce Commerce Cloud. A retailer’s web site “remains a main channel, which of course isn’t surprising,” said Hostetler. “We

Webinar 287

Webinar Consumer Payments Marketing 287

Retail TouchPoints

JANUARY 4, 2022

With consumers’ rapid shift to ecommerce channels, DTC players had to navigate surges in demand and effectively compete against a broader landscape that included their startup peers but also omnichannel behemoths. And that gave way to stellar branding, and lackluster products, creating a bubble in customer acquisition channels.”

Omnichannel 336

Omnichannel Consumer Channel Toys 336

Steve Dennis

MARCH 29, 2017

“Omni-channel” has been one of retail’s favorite buzzwords for years now. At last week’s excellent ShopTalk conference, several speakers challenged the relevance of omni-channel. Yet five years or so into this journey, it’s increasingly obvious that omni-channel isn’t all it’s cracked up to be.

Channel 60

Channel eCommerce Multichannel Customer 60

Groove

DECEMBER 14, 2020

Creating Safe In-Store Shopping Experiences. Safety has become the new customer experience in stores as merchants have stepped up their social distancing game with signage, one-way aisles, exit-only and entrance-only doors. Ryan Bermudez, Signifyd Director of Customer Success, East.

eCommerce 338

eCommerce Merchant Services Fulfillment Consumer 338

lateshipment

SEPTEMBER 12, 2023

Adapt a multi-channel marketing strategy Be where your customers are. Marketing campaigns often delivered to the right people at the right time through the right channel have the most effect. Integrate all channels of communication and approach your customers to provide the best customer experience.

Social Media 130

Social Media Multi-channel eCommerce Events 130

AcquireConvert

APRIL 11, 2021

This seismic shift in consumer shopping habits means that eCommerce stores must ensure more than ever that they are providing a good customer experience. A report from PwC discovered that 73% of customers alluded to customer experience being an important factor in their purchasing decisions.

Customer Experience 41

Customer Experience Live Chat eCommerce Customer 41

Retail TouchPoints

SEPTEMBER 12, 2022

Owning the Entire Customer Experience. As a result, it has been able to maintain its DTC model and ensure it can keep its competitive pricing and own the entire customer experience — from delivery to installation. That’s why the ethos behind our brand is making every day feel as relaxing as Sunday morning.”.

Social Media 275

Social Media Shipping Costs Customer Experience Consumer 275

Retail TouchPoints

JUNE 15, 2022

Unlike with Netflix phasing out DVD delivery and focusing on streaming, with ecommerce you can’t just forget about your other channel (the stores). With omnichannel comes inventory visibility in stores, the convergence of physical and digital, and of course, the famous ‘ last mile.’ You need to do both. And at the same time.

Supplies 264

Supplies Customer Omnichannel Shipping 264

Retail TouchPoints

JULY 6, 2023

These include: Digital enablement: As digitization becomes more widespread, retailers should ensure they have the proper digital tools to anticipate and understand their customers’ needs. Do we have the right user experience? Do we have the right customer experience? Do our physical and digital platforms match?

Customer Loyalty 260

Customer Loyalty Customer Retail Financial Services 260

Retail TouchPoints

AUGUST 5, 2021

There was no flexibility, and customers frequently received an answer like “I don’t understand” or “Try asking again.” Naturally, this would feel like a dead end and a giant waste of time, leading to frustration and a poor customer experience. While this line of thinking makes sense, it’s not rooted in truth.

Customer Experience 246

Customer Experience Technology Customer Information 246

Retail TouchPoints

SEPTEMBER 23, 2022

New offerings unveiled at Accelerate will help Amazon sellers: Deliver better experiences on their DTC site; More efficiently warehouse and ship product across all their selling channels , even if that means other marketplaces or brick-and-mortar retailers; and Drive customers from Amazon to their owned channels to make a purchase.

Multi-channel 189

Multi-channel Shipping Costs Payment Services Fulfillment 189

OrderDynamics

SEPTEMBER 13, 2018

Can You Do Omni-Channel Order Management Manually? You know, omni-channel order management, POS systems, and other supply chain tech topics. What Does Omni-Channel Order Management Give me? . Omni-channel order management is the central processing brain of the omni-channel retail strategy. It is possible.

Channel 50

Channel Management Fulfillment Shipping Costs 50

Omnisend

NOVEMBER 12, 2021

Scot is very much an entrepreneur, so he’s very interested in new, young companies, but he founded a company that he took public called Channel Advisor, which is a big vendor in our space. Large companies hunkered down and focused on their digital channels, while smaller merchants rushed to establish any digital channels at all.

Channel 78

Channel eCommerce Shopify Consumer Electronics 78

lateshipment

NOVEMBER 8, 2023

Of course, it’s a key metric that e-commerce brands should focus on during this holiday season. Increasing the average order value directly boosts your store’s revenue, increases customer loyalty , and retention and reduces churn rate. How Does Average Order Value Influence Customer retention?

X-cart 130

X-cart Improvements eCommerce Shipping Costs 130

lateshipment

JANUARY 17, 2023

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. In short, CX helps you build and maintain a loyal customer base. That’s not all!

eCommerce 130

eCommerce Merchant Services Omnichannel Customer Experience 130

Retail TouchPoints

OCTOBER 16, 2023

Strategically designed surveys allow you to gather specific insights about your customers — insights which then allow you to segment your audience, which is a goldmine for tailoring Black Friday and Cyber Monday offers to individual tastes. Of course, post-purchase feedback is critical too.

Social Media 278

Social Media Consumer Information Marketing 278

lateshipment

JANUARY 30, 2024

Not just for the sake of your customers, even your support reps would agree that frequently tending to post-purchase issues and pacifying disgruntled customers only consumes all of your support team’s time, thereby preventing them from tending to other important tasks at hand. Without further ado, let’s get started.

Customer 130

Customer eCommerce Merchant Services Shipping 130

Retail TouchPoints

APRIL 28, 2023

Creative Director Zihaad Wells attributes the brand’s heightened relevance among Gen Zers to its strong heritage and distinct design elements: the arch logo, buddha design and, of course, its signature rope stitch. Wells knows True Religion needs to be intentional about the channels it uses to connect with consumers.

Social Media 278

Social Media Fashion Mobile Consumer 278

Retail TouchPoints

FEBRUARY 6, 2024

Of course, to any ecommerce veteran the inevitable deflation was visible from a mile away. For instance, according to our survey , the majority of consumers view a brand’s website as their most important marketing channel. But the form that deflation has taken is still fairly surprising.

Recommendation 296

Recommendation Customer Hobbies Technology 296

Retalon

AUGUST 16, 2019

In any business undertaking that caters to a consumer marketplace, there are two major challenges – delivering an experience that feels personalized to shoppers, while simultaneously creating a consistent experience across retail locations and channels so that customer can enjoy the comfortable familiarity of your brand.

Customer Experience 32

Customer Experience Customer Retail Fulfillment 32

Retail TouchPoints

MARCH 22, 2022

The Aggregators were in attendance as well, of course, and their success is a testament of another kind to the fortune-making engine that is Amazon. We wanted to meet [our customer] where she was,” said Caitlin Brydon, Senior Manager of Amazon Ecommerce for beauty brand Sol de Janeiro at Prosper.

Small Business Retail 299

Small Business Retail Retail Shopify eCommerce 299

Retail TouchPoints

JULY 8, 2022

For established brands, being able to customize the Amazon experience to replicate their brand ethos has been critical, and it drives home an important lesson —?as as you increase the number of channels you sell on, creating a consistent brand experience across those touch points is critical. “We 300 million ?business

Department Stores 275

Department Stores eCommerce Consumer Customer 275

Retail TouchPoints

SEPTEMBER 20, 2022

While the bulk of retail media has been dominated by fairly basic website-based offerings — sponsored search, display ads, promoted listings — the true power of these offerings comes in connecting retail data with other channels, including stores and third-party platforms like social media and connected TV.

Retail 280

Retail Social Media Apparel Omnichannel 280

Retail TouchPoints

SEPTEMBER 21, 2021

You have to have [social media] surveillance of course, but a better strategy is to use actual cloud-based software-as-a-service that handles the spikes for you,” Goetsch noted. Building Loyalty with Connected Consumer Experiences. Closing the ‘Phygital’ Service Gap: How to Create Connected Customer Experiences.

Payments 260

Payments Payment Services Customer Experience Social Media 260

Retail TouchPoints

SEPTEMBER 15, 2021

EPAM Continuum, a global innovation design firm that specializes in customer experience design, recently unveiled the concept of “Blend Space” to illustrate how experiential flow and physical-digital touch points can meet a range of needs and shopping “modes.” The “collect” mode has pretty much moved on to the digital space.

Outdoor 279

Outdoor Omnichannel Vend Multi-channel 279

Retail TouchPoints

DECEMBER 22, 2021

Ecommerce brands are desperately looking for people with expertise in merchandising, customer experience, site design, conversion optimization and countless other roles, but the available talent pool simply doesn’t exist. Brands can’t easily redeploy in-store personnel to their ecommerce channel. What will Become of Ecommerce?

eCommerce 305

eCommerce Shipping Costs Shopify Conversion Optimization 305

Kissmetrics

JANUARY 26, 2021

Screenshare allows you to communicate, watch videos, and, of course, play games. This means you can hit a message and reply to someone directly on your text channel. This aids conversation flows, and it’s of obvious benefit to businesses that want to respond to customer queries. You’ll find this feature in the voice channel.

Channel 316

Channel Games Download Social Media 316

lateshipment

FEBRUARY 6, 2024

It makes up 50% of the overall order experience, meaning that when done right, it is a goldmine of opportunity to increase retention and so much more. However, most businesses (like you, probably) neglect the customer experience after checkout. Customers don’t care much about the workings of the parcel behind the screen.

eCommerce 130

eCommerce Customer Customer Retention Merchant Services 130

retailnext

APRIL 1, 2021

In my first blog post, “ The Relevance of Physical Retail in the Customer Channel ,” available on empatheticmachines.org , I spoke about the relevance of physical retail today as well as introduced the idea of the Customer Channel. When I say we are in the era of the Customer Channel , what do I mean?

Channel 40

Channel Technology Customer Retail 40

Retail TouchPoints

FEBRUARY 17, 2023

Over the course of her expansive career in marketing, Kristen D’Arcy has worked for household names like American Eagle , PacSun , Ralph Lauren and Oscar de la Renta.

Marketing 290

Marketing Customer Loyalty Omnichannel eCommerce 290

GetElastic

MAY 13, 2019

It’s no longer about just providing a product or service; the experience brands and businesses deliver to their consumers has become the epitome of what deems success today. And as businesses continue to evolve what their customer experience (CX) strategy should look like, they often look towards the experts for those answers.

Telecommunications 150

Telecommunications B2C Customer Experience B2B 150

Retail TouchPoints

OCTOBER 24, 2023

It doesn’t look like a commercial or an ad, he just looks like a guy with a TikTok channel creating content. You have to watch where your consumer is going, and you have to be willing to try things and make mistakes, then quickly course correct [so you] don’t spend too much money on making those mistakes.

Food and Beverages 277

Food and Beverages Workshop Games Consumer 277

Retail TouchPoints

AUGUST 16, 2021

If this dollar value were a proxy for revenues, the returns channel would be the second largest global retailer behind Walmart. That is a significant amount of capital tied up in the returns channel! Most retailers have grudgingly accepted this while customers have happily embraced it. market saw over $400B in returns in 2020.

Retail 336

Retail Shipping Costs Supplies Shopify 336