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.

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Retail TouchPoints

JANUARY 28, 2022

Given that many of these expectations were first set by customers’ experience with Amazon , it should come as no surprise that third-party marketplaces have become a key tool for many retailers to meet these consumer demands. It’s a high bar. Concerns about product quality ( 46% ) and negative reviews ( 45% ) are the top reasons U.S.

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Consumer Customer Experience Customer Retail 258

RTP blog

APRIL 9, 2018

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Defining what it means to provide the white glove treatment — and proving that it equates to a fiercely loyal customer base — businesses have always looked to them for strategies to enhance the customer experience.

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Customer Experience Customer Omnichannel eCommerce 150

Omnisend

DECEMBER 15, 2020

The challenge for ecommerce businesses is the average customer uses ten different channels, including contact forms, social media profiles, live chat, and email—making it hard for companies to know where to focus their efforts. What is Omnichannel Support? This way, your customers always get accurate answers. Learn more!

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Kibo

JULY 22, 2020

Omnichannel Personalization is the practice of creating customer experiences that are informed by real-time data from all channels, and extending them across every touchpoint, to build consistent relationships with the customer everywhere they interact with the brand. Omnichannel Customer Experience.

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Omnichannel Customer Experience Channel Information 71

ROI Revolution

MAY 20, 2021

For consumer packaged goods (CPG) brands, in particular, this change in the way consumers shop necessitated a different approach: omnichannel. If you are over-invested in any one channel to sell your goods or products, and that channel goes away for any reason, you’ll be in a tight spot,” said Sharon Gee, Sr. “If

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Omnichannel Payment Services Social Media BigCommerce 109

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call.

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Customer Multi-channel Channel Customer Experience 261

Kibo

JUNE 10, 2021

Omnichannel commerce is a strategy that connects every sales channel that consumers use to interact with a retail brand. An omnichannel strategy seeks to deliver a cohesive message across all channels. It also delivers personalized experiences by unifying data collected across touch points. . Click Here.

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GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience? Hybrid Customer Experience Example 1: Carvana.

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Customer Experience Customer eCommerce Vend 139

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience? Hybrid Customer Experience Example 1: Carvana.

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Customer Experience Customer eCommerce Vend 139

Fabric

DECEMBER 15, 2023

In this blog post, we’ve compiled a list of key takeaways from this insightful discussion, focusing on how retailers can navigate the instant gratification economy, deliver true omnichannel experiences, and leverage innovative solutions like real-time inventory, order management and fulfillment, and dropshipping. 5 Key Takeaways 1.

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eCommerce Omnichannel Fulfillment eCommerce Platforms 130

Smile.io

APRIL 15, 2024

  PetSmart shows its commitment to fostering true brand loyalty once again by retroactively applying customers’ spending to their VIP status.  A refreshed mobile app experience As a brand that relies heavily on its brick-and-mortar retail locations, PetSmart needs to provide an optimized omnichannel customer experience.

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Retail TouchPoints

JULY 19, 2022

This winding-down period gave advertisers a head start in finding the best ways to perpetuate a healthy, ad-supported web and deliver better customer experiences. According to a study conducted by Google and BCG , using first-party data for key marketing functions achieved nearly 3X the revenue uplift and a 1.5X

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Retail TouchPoints

JUNE 13, 2023

When Houle started with Aldo Group as Senior Director of Digital Technology, “We were primarily focused on digitalizing our retail experience across all channels,” he said in an interview with Retail TouchPoints. Unified commerce: Consumers today expect a seamless shopping experience across channels.

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Supplies Customer Experience Technology Omnichannel 237

Retail TouchPoints

JANUARY 11, 2024

Our recent study also revealed that the majority (75%) of surveyed retail decision makers believe generative AI can be practically deployed in their business, and 78% believe generative AI will impact their industry in the next 12 months. Support and scale customer service. Streamline product catalog management.

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Retail eCommerce Technology Social Media 247

Retail TouchPoints

JUNE 15, 2022

While this is not optimal, the impacts of supply chain “failures” were blunted by there being an indirect impact on the customer, with the store and its associates acting as a buffer. Enter omnichannel commerce — and an extra layer of service and complexity over your existing supply chain operation. You need to do both.

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Supplies Customer Omnichannel Shipping 257

Retail TouchPoints

JULY 5, 2022

Whether that “New Normal” has arrived yet is open to debate, but a recent study from Publicis Sapient and Salesforce indicates that new headwinds — in the form of inflationary and inventory pressures — have shifted retail leaders’ focus once again, this time toward profitability. . UK, Germany and Australia.

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Shipping Costs eCommerce Retail Merchant Services 297

ESW

APRIL 5, 2023

While every brand with a DTC channel dreams of a sudden surge in website traffic, too much of a good thing can do irreparable damage to even the most established online retailer. Preparing a DTC channel for peak season is a must for growing revenue and preserving brand reputation. times higher than a site page that loaded in 5 seconds.

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Channel Merchant Services Payments Payment Services 78

Retail TouchPoints

NOVEMBER 1, 2022

As consumers increasingly adopt hybrid and omnichannel experiences, retailers must adapt to meet changing consumer expectations. However, many retailers struggle to deliver these experiences because of limited resources and a lack of expertise. Location-Powered Experiences Drive Results.

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Payment Services Retail Shipping Costs Mobile 255

Retail TouchPoints

FEBRUARY 12, 2021

The study draws on the expertise of its team of global analysts covering 100 countries around the world to identify the traits that will define consumer behavior this year. For that reason, a seamless, streamlined customer experience will be front and center. Here are five key takeaways: The 2021 Consumer is Craving Convenience.

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Consumer Omnichannel Events Customer Experience 347

Retail TouchPoints

DECEMBER 14, 2020

Retail TouchPoints (RTP), the top media group covering omnichannel retail, has unveiled a new and improved digital experience and expanded content initiative to better serve store designers and experiential retail executives.

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Retail TouchPoints

SEPTEMBER 6, 2022

Consider, according to a recently Generational Insights poll sponsored by Synchrony: 47% of Gen Z have made a purchase through Instagram Gen Z believes the buying experience is as important as the product itself Gen Z enjoys earning rewards/points that can be used for discounts and savings. Give young shoppers options to pay for goods.

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Merchant Services Payment Services Financial Services Omnichannel 266

365 Retail

MAY 17, 2022

In the purchase process, payment is a delicate phase because it determines the transition from the purchase intention of the customer to the actual sale and the less friction there is at this juncture, the more pleasant the customer experience. billion in fees, labour, and lost business in 2020. Download the White paper.

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Merchant Services White Paper Payment Services Multi-channel 105

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.

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Retail TouchPoints

MARCH 25, 2022

Constant interaction with friends on Instagram and TikTok is part of Generation Z’s lives, so there is no question that these social media channels influence what digital natives put in their shopping carts. Consequently, this is a medium that retailers must seriously consider in order to reach the customers of the future.

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Payments Payment Services Social Media Electronics 270

Retail TouchPoints

MAY 18, 2021

COVID-19 undoubtedly convinced a large number of ecommerce “virgins” to make their very first online purchase, but it’s likely much of the dramatic growth seen over the past year came from infrequent ecommerce users — those that had used online channels for less than 25% of their purchases prior to the pandemic.

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eCommerce Shipping Costs Fulfillment Supplies 184

RTP blog

APRIL 27, 2018

Staying ahead of market trends and customer behavior is critical for any business to survive and thrive. However, retailers are facing new disruptive realities from three major influences: omnichannel experience, the growing Millennial workforce and innovative technology.

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Omnichannel Retail Toys Technology 150

Retail TouchPoints

APRIL 5, 2023

It’s a community gathering place and, in turn, it’s the responsibility of the owner and programmer of that center to make sure that it has all of those things that keep the customer there, brings them in more frequently and encourages them to stay longer. Embedded in that is the next iteration of shopping experience centers.

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Food and Beverages Operations Consumer Omnichannel 305

Smile.io

APRIL 27, 2023

LEGO VIP rewards program is a top example of a simple approach to retaining customers With such a passionate fanbase and a deep history, LEGO realized they had a fantastic opportunity to harness that enthusiasm to create an even better customer experience for all customers. The LEGO VIP is their rewards program.

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Toys Omnichannel Arts Customer 70

RTP blog

JULY 8, 2019

And they’re not alone — a 2017 study showed that 67% of e-Commerce brands have opened physical spaces in the past several years. Brands that can make it work will be able to expand and offer another layer into their customer experience, and give themselves a further competitive edge against legacy brands.

Consumer 150

Consumer eCommerce Omnichannel Channel 150

Retail TouchPoints

AUGUST 7, 2020

One common thread among many of the studies: fewer trips to brick-and-mortar stores in favor of increased online shopping. However, other potentially even more significant trendlines show fundamental changes in consumers’ decision-making process related to picking brands and demonstrating customer loyalty.

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Consumer Retail Merchant Services Document 280

Retail TouchPoints

OCTOBER 31, 2023

Consumers’ ongoing shift to digital channels, and the unpredictability of their purchasing behaviors, is driving retailers to be conservative with their holiday hiring. Lotis Blue’s recent Future of the Retail Workforce Study analyzed data from more than 1,000 hourly retail workers. Provide flexible scheduling.

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Retail TouchPoints

AUGUST 19, 2022

Faced with an endless number of brands, product options and channels to shop through, consumers are looking for the perfect combination of “value” and “values.” That’s a pretty good indication that we’re moving the dial more toward blended omnichannel experiences. Meanwhile, only 15% said they’re going to spend less.

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Technology Shipping Costs Omnichannel Mobile 262

Retail TouchPoints

JUNE 7, 2023

We’ll take a deep dive into emerging tech such as haptic imagery, conversational artificial intelligence (AI) and augmented reality (AR), and see how innovative brands like Apple, Disney and Journey are applying SETs to create full or partial sensory experiences that increase brand recognition and build customer loyalty online.

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Technology Retail Customer Experience Presentation 274

Kibo

JULY 17, 2020

Think carefully about creating the best possible customer experience to maximize what should be a short and sweet interaction with valuable customers. BOPAC in its current form might be new to many retailers, but it’s also new to a lot of customers. Deliver A Better BOPAC Experience. Learn More.

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Customer Experience Fulfillment Customer Multichannel 62

Retail TouchPoints

SEPTEMBER 7, 2023

And the findings of a 2020 Boston Consulting Group study are similar: only 30% of businesses achieve their expected performance following a digital transformation. The customer experience is changing — and faster than ever. In a recent McKinsey study , digital leaders in retail banking saw a 19.3%

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Customer Experience Technology Customer Retail 279

Smile.io

JANUARY 27, 2022

Member-only experiences Nike’s Membership loyalty program has always focused on delighting their customers through highly targeted experiential rewards—like exclusive training sessions, advice from world-renowned athletes, and discussions on purchase decisions and training best practices from Nike’s experts.

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Sporting Goods Customer Loyalty Customer Events 83