Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. Dress clothing retailers such as Brooks Brothers filed for bankruptcy , while athleisure wear boomed.

Customer Experience 301

Customer Experience Customer Omnichannel Social Media 301

Retail TouchPoints

APRIL 1, 2024

Recent estimates forecast that nearly a quarter of global retail sales will come from online channels by 2027, so the ability to serve a multilingual customer base will be essential for businesses seeking global success. Customers don’t judge businesses by the quality of their products or services alone.

Retail 304

Retail Customer Experience Customer Retention Technology 304

Retail TouchPoints

FEBRUARY 8, 2024

The growth of retail media networks (RMNs) in recent years has been impressive. As the world moves away from third-party identifiers, retailers are using their own channels to unlock the potential of their valuable shopper audiences — so much so that retail media is now the fourth-largest advertising medium, according to data from WARC.

Payments 300

Payments Payment Services Retail Channel 300

Retail TouchPoints

MARCH 2, 2022

Following a successful 2021 pilot that offered brands sponsored on-site ads, Nordstrom Media Network (NMN) has expanded to include off-site channels including paid social and display ads, YouTube video, search and shopping ads and affiliate campaigns.

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Channel Retail Customer Experience Operations 241

Retail TouchPoints

MARCH 29, 2024

The Home Depot has revamped and rebranded its retail media network, which first launched in 2018. Previously known as Retail Media+, the offering has been renamed Orange Apron Media. We are very excited for this new chapter of our retail media organization, Orange Apron Media,” said Babcock in a statement.

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Retail Customer Experience Channel Customer 246

RTP blog

DECEMBER 16, 2019

Brands are facing more complexity than ever with the growing needs of customers and the multiplying number of sales channels. Clearly, online channels are no longer just a nice-to-have — they’re a necessity in our always-on world. In APAC, e-Commerce sales have tripled from $600 Billion USD in 2014 to $1.8 trillion in 2018.

Customer Experience 195

Customer Experience Customer eCommerce Retail 195

lateshipment

AUGUST 1, 2022

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research , over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. Of course, customers can’t place orders if there’s no product to sell.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

iVend

JUNE 15, 2022

When shoppers in the UK realised that retail giant Marks and Spencer was charging different prices for goods bought in-store to those purchased through its online delivery arm, Ocado, there was anger and outrage. iVend Digital Commerce iVend helps retailers implement single pricing strategies.

Customer Experience 98

Customer Experience Customer Retail Channel 98

Optimizely

MAY 30, 2017

Web push is still a relatively new channel, and unfortunately most marketers today are giving it a bad rap. When customers are looking at specific products but may need more information. When customers are at checkout and want information on the status of their order.

Customer Experience 170

Customer Experience Channel Improvements Customer 170

Forrester eCommerce

APRIL 25, 2022

Whether it is logistics partners supporting a retailer’s delivery experience; insurance companies relying on sales via brokers; or consumer facing brands relying on retail partners to sell their products: an organisation’s end-to-end customer experience often relies on external business partners.

Customer Experience 195

Customer Experience Customer Consumer Retail 195

Retail TouchPoints

SEPTEMBER 7, 2022

Gen Z’s influence on retail shopping trends is extremely strong. When designing sensory experiences, brands must allow for neurodiversity among their customers. Real-world experiences cannot and will not ever be able to be translated into a digital space. Together, they shape the retail experience.

Customer Experience 279

Customer Experience Customer Social Media Arts 279

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 298

Customer Experience Social Media Customer Live Chat 298

Retail TouchPoints

MARCH 14, 2024

Retailers that have recently launched their own retail media businesses should learn from what the established leaders already do. In this way, retailers will act more like media houses and thus engender the trust of CPG advertisers. retailers all offer.

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Retail Omnichannel Consumer Channel 294

Retail TouchPoints

MARCH 25, 2024

Are you ready to explore the evolved customer journey? The Retail TouchPoints team is reporting on all the news breaking before, during and after the Retail Innovation Conference & Expo , taking place June 4-6, 2024, at McCormick Place in Chicago.

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Retail Article Omnichannel Customer Experience 227

Retail TouchPoints

JANUARY 11, 2024

Generative AI has put the retail industry at yet another inflection point. 2023 was a period of experimentation for retailers, and many thoroughly assessed where this new technology could have the biggest impact. But for many retailers the question remains, “Where can this new technology best help my organization now?”

Retail 250

Retail eCommerce Technology Social Media 250

Retail TouchPoints

DECEMBER 6, 2021

Built on Shopify Plus and developed in partnership with Astound Commerce , the new Elie Saab site aims to re-create the in-store customer journey with a content-rich, immersive digital experience. Now our customers can enjoy immersive, content-rich online shopping journeys, no matter what channel they choose to shop from.”.

Customer Experience 277

Customer Experience Customer Shopify Accessories 277

Steve Dennis

AUGUST 3, 2020

Despite the accelerating growth of digitally-enabled shopping, the concentration of power in the hands of consumers and the blurring of the lines between retail channels , it’s still common for retailers to report their sales for e-commerce and physical retail as two separate figures.

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Channel Customer eCommerce Books 206

Kibo

OCTOBER 27, 2022

During the recent pandemic, the retail landscape has witnessed a significant paradigm shift in consumer behavior like decreased foot traffic in stores, increased eCommerce purchases, etc. This prompted many retailers to utilize the inventory available in the stores and across the fulfillment centers making it available across the network.

Customer Experience 90

Customer Experience Improvements Customer Shipping Costs 90

Retail TouchPoints

SEPTEMBER 10, 2021

Building connections with consumers is one of retail’s most enduring challenges, and highly tactile brands faced extra difficulty when the pandemic limited traditional in-person efforts. The word that comes to mind when we talk internally about customer experience and the customer journey is fluidity,” said Lande-Shannon. “In

Customer Experience 252

Customer Experience Customer Omnichannel Technology 252

Retail TouchPoints

DECEMBER 13, 2021

Carrie Tharp, VP, Retail & Consumer, Google Cloud. These retailers are using the Cloud to unlock digital potential across their business — both online and in stores — and Carrie Tharp, Google Cloud’s VP of Retail and Consumer, is helping them do it.

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Channel Omnichannel Retail Merchant Services 182

Retail TouchPoints

MAY 8, 2023

“If you were drawing a trends graph, it would show a massive spike in everything digital and online during COVID that plummeted post-pandemic and then renormalized,” said Michael Affronti, the recently appointed GM of Commerce Cloud at Salesforce in an interview with Retail TouchPoints. What are you doing to nurture them?

Channel 245

Channel Merchant Services Payment Services Recommendation 245

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. Each of these companies announced new retail partnerships last year, many outside the “home turf” of the grocery vertical.

Fulfillment 278

Fulfillment Shipping Costs Omnichannel Retail 278

Retail TouchPoints

MAY 17, 2022

Mobile sales are a key business driver for Tom Tailor, but to truly capitalize on this channel we had to upgrade our consumer app,” said Hendrik Reuter, Director of eCommerce and Consumer Engagement for Tom Tailor in a statement. Our new app puts the experience of a flagship store in our customers’ hands.”.

Mobile 268

Mobile Customer Experience Magazine Customer 268

Retail TouchPoints

MARCH 10, 2022

BotsCrew offers retailers a chatbot designed to connect to multiple channels, including Facebook, WhatsApp, SMS, website widgets and others. The platform allows for easy brand customization and features personalized analytics, live chat and the ability to add more than 100 languages.

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Channel Live Chat Customer Other 254

Retail TouchPoints

OCTOBER 6, 2023

Supermarket chain Sainsbury’s is expanding its partnership with Nectar360 and Clear Channel UK by bringing its Sainsbury’s Live network to stores across the UK. The retailer plans to more than double the number of screens in its stores, from 320 to more than 800.

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Retail Channel Events Management 261

Retail TouchPoints

NOVEMBER 3, 2023

Ironically, one of the things that made this such a tall order was that the retailer’s original customer group really, really loves the brand. The retailer also sought to better align the merchants and products it promoted in these varied campaigns as a way to spread as wide a net as possible to draw in new customers. “If

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Channel Apparel Customer Marketing 271

Retail TouchPoints

DECEMBER 27, 2022

Retail companies looking to digitally transform don’t need to fix what isn’t broken. Instead, these brands need to meet customers where they already are and adhere to their communication preferences — which currently, perhaps surprisingly, points to voice. Programmable Voice for Greater Customer Experience (CX).

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Customer eCommerce Retail Customer Experience 320

365 Retail

JUNE 28, 2022

Consumer touchpoints are growing exponentially, making media activation more complicated as shoppers flutter across thousands of channels and apps, making the possible combinations infinite. It means simplifying the customer experience, telling brand stories effectively and evaluating performance more accurately.

Channel 98

Channel Multi-channel Marketing Retail 98

Kibo

OCTOBER 27, 2020

Over the years, small and mid-sized retailers have made great strides competing against ecommerce behemoths by implementing strategies that have allowed them to offer the same customer experience and fast delivery as the Amazons and Walmarts of the world. And while some retailers have done well, many are struggling.

Customer Experience 118

Customer Experience Management Customer Fulfillment 118

Retail TouchPoints

FEBRUARY 5, 2024

Retail media networks (RMNs) have taken the digital ad world by storm over the last few years. As the RMN market is projected to surpass $100 billion in coming years, it’s no surprise that RMNs have been sprouting across various sectors, from hospitality and finance to conventional retail.

Retail 262

Retail Omnichannel Consumer Channel 262

365 Retail

JUNE 8, 2023

Adobe and Stellantis have a longstanding relationship: Stellantis uses Adobe Creative Cloud and Adobe Experience Cloud applications to design, deliver, and personalize beautiful and inspiring content for its websites, digital channels, and user interfaces of in-car displays, across their automotive brands.

Automotive 118

Automotive Customer Experience eCommerce Customer 118

Retail TouchPoints

OCTOBER 10, 2023

Despite global economic concerns, consumer spending has remained robust throughout 2023, and retailers are looking forward to a blockbuster Q4 full of holiday spending. eMarketer expects retail mobile commerce sales to account for 43.4% of total retail ecommerce sales in 2023. For retailers, however, mobile is messy.

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Mobile Retail Social Media Payment Services 249

Retail TouchPoints

FEBRUARY 9, 2024

Retail crime was a hot topic throughout 2023, and it’s easy to see why. According to the National Retail Security Survey, losses attributed to retail theft rose to $112.1 Cracking down on retail crime isn’t just about stopping thieves anymore. billion in 2022, up from $93.9 It’s about keeping employees and shoppers safe.

Small Business Retail 256

Small Business Retail Retail Jewelry Customer Experience 256

Retail TouchPoints

MARCH 21, 2022

What does having a network that can offer high speed and low latency really mean for retailers, and how can they take advantage of it? Imagine a retail location where customers using an AR-powered mirror can see how clothing looks on them without ever entering a changing room. Improved Customer Experience.

Payment Services 261

Payment Services Small Business Retail Retail Customer Experience 261

lateshipment

FEBRUARY 14, 2020

With Amazon rewriting the eCommerce playbook and retailers having followed suit to stay competitive, the focus has now shifted to the quality of delivery experiences. Because it realizes that a poor delivery experience means a dissatisfied customer less inclined to purchase in the future. The Post-Purchase Experience Gap.

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260