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.

Customer Experience 139

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.

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

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.

Customer Experience 150

Customer Experience Customer Omnichannel eCommerce 150

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.

Customer 275

Customer Multi-channel Channel Customer Experience 275

Retail TouchPoints

JULY 24, 2023

According to The Small Business Blog , emails are an effective marketing channel because most U.S. Yet despite the proliferation of this channel, the average consumer receives an average of 121 emails with at least 56.6% This channel is tried and true, but retailers must take a creative and personalized approach to stand out.

Small Business Retail 244

Small Business Retail Marketing Retail Social Media 244

Retail TouchPoints

FEBRUARY 9, 2024

The result is that, according to a recent Forbes study , 75% of small business retailers say they lose between $500 and $2,500 each month due to theft, and the businesses most likely to experience theft on a daily basis were those with between one and 20 employees.

Small Business Retail 271

Small Business Retail Retail Jewelry Customer Experience 271

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.

Channel 78

Channel Merchant Services Payments Payment Services 78

Smile.io

APRIL 15, 2024

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. That is, ensuring customers can leverage the loyalty program online and in-store. That’s where a mobile app is so valuable. 

Social Media 70

Social Media POS Gifts Events 70

Retail TouchPoints

AUGUST 30, 2023

In today’s challenging business landscape, where profit margins are shrinking, supply chains are slow and uncertain, labor shortages are prevalent and inflation is a concern, it is crucial for retailers and brands to differentiate between understanding customer habits and fostering customer loyalty in order to succeed.

Shipping Costs 253

Shipping Costs Improvements Live Chat Retail 253

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.

eCommerce 198

eCommerce Shipping Costs Fulfillment Supplies 198

Retail TouchPoints

FEBRUARY 15, 2024

However, as a study from Oxford found, the effects of technology on loneliness depend on the type of interaction with that technology. These complex interactions are your proving ground for a more connected customer experience. In fact, as the CDC notes in its statement on the loneliness epidemic, half of U.S.

Live Chat 256

Live Chat Social Media eCommerce Consumer 256

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.

Supplies 261

Supplies Customer Experience Technology Omnichannel 261

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 238

Customer Banking Customer Experience Social Media 238

Retail TouchPoints

APRIL 27, 2023

Customer experience (CX) strategies often focus on using technology to improve steps in the customer journey, but CX can also be about the bigger picture: how their purchases impact our environment. However, multiple studies have found that the opposite is true.

Shipping Costs 287

Shipping Costs eCommerce Customer Shipping 287

Retail TouchPoints

MARCH 21, 2022

Or a customer receives immediate, personalized product promotions and recommendations the moment they walk in a store, creating a truly customized experience. These are just a few examples of what 5G can do for the retail customer experience. Improved Customer Experience.

Payment Services 264

Payment Services Small Business Retail Retail Customer Experience 264

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

Retail 283

Retail Multi-channel Omnichannel Technology 283

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.

Retail 268

Retail eCommerce Technology Social Media 268

Kibo

APRIL 27, 2020

The Rise of Personalized Commerce Study reveals that companies that leverage a personalization strategy across all elements of the customer lifecycle not only see higher ROI (300% or more), they are in the best position to quickly pivot their business to meet changing customer behaviors.

Improvements 71

Improvements Customer Channel Download 71

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.

Merchant Services 104

Merchant Services White Paper Payment Services Multi-channel 104

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.

Consumer 300

Consumer Retail Merchant Services Document 300

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.

Shipping Costs 316

Shipping Costs eCommerce Retail Merchant Services 316

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.

Consumer 347

Consumer Omnichannel Events Customer Experience 347

Retail TouchPoints

NOVEMBER 1, 2022

Location-Powered Experiences Drive Results. JOANN uses geofences to power a free shipping coupon to customers shopping in-store, allowing them to receive their goods at no additional cost — even when they’re out of stock at that specific location. How do These Strategies Drive Results?

Payment Services 272

Payment Services Retail Shipping Costs Mobile 272

Retail TouchPoints

JUNE 7, 2023

But ML does the heavy lifting by efficiently crunching the relevant numbers, which means ecommerce site owners are using the most up-to-date metrics as they optimize marketing and customer experience strategies and leaving behind the approaches that just aren’t cutting it. How can Ecommerce Brands Safely Evaluate These Technologies?

eCommerce 260

eCommerce Technology Supplies Blog 260

Retail TouchPoints

FEBRUARY 6, 2024

While this might not be tenable (or desirable) in every case, it suggests that if brands can speak honestly with customers about some of the ways they intend to use their personal information, they can go a long way toward ameliorating some of the current consumer concerns around AI.

Recommendation 295

Recommendation Customer Hobbies Technology 295

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.

Technology 278

Technology Retail Customer Experience Presentation 278

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.

Toys 69

Toys Omnichannel Arts Customer 69

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! According to a recent study , 80% of consumers point to a positive returns process to drive brand loyalty. But don’t stop there.

Retail 336

Retail Shipping Costs Supplies Shopify 336

OrderDynamics

FEBRUARY 13, 2018

Advanced Omni-Channel: Pickup Lockers. Another advanced omni-channel capability are retailers’ use of in-store pickup lockers. In-store lockers give you the benefit of having customers come in to the store to collect their merchandise. They are a fast, lineup-free pickup option that improves customer satisfaction.

Channel 55

Channel Reference Retail Customer 55

Kissmetrics

JANUARY 26, 2021

As the founders themselves say, Discord is used by various groups, including study groups, art communities, and hikers. 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.

Channel 316

Channel Games Download Social Media 316

Fabric

DECEMBER 15, 2023

He discussed the evolution from the “Amazonification” of expectations, where everybody expected everything in 30 minutes, to now consumers having different sets of expectations for different channels, and how it’s up to retailers to figure out how to meet those needs.

eCommerce 130

eCommerce Omnichannel Fulfillment eCommerce Platforms 130

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. Optimized Two-Way Communication.

Customer Experience 62

Customer Experience Fulfillment Customer Multichannel 62

Retail TouchPoints

JUNE 11, 2020

Half of customers shopped digital channels for products they’ve never bought online before, with consumers buying groceries, household products and toys , while B2B customers purchased supplies , health and safety equipment , and IT hardware. Both studies included respondents from the U.S., UK and Germany.

eCommerce 155

eCommerce B2B Toys B2C 155

Retail TouchPoints

OCTOBER 26, 2021

Customer experience personalization is at a turning point. Consumers have come to expect personalized online experiences, but many companies still think of personalization as aspirational, something that they can focus on later. Study your data for gaps. Are you struggling to get customers to join your loyalty program?

Customer Experience 247

Customer Experience Clothing Definition Channel 247

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.

Payments 278

Payments Payment Services Social Media Electronics 278

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). Mascitto holds a master’s degree in business administration and a Bachelor’s degree in Communication Studies, both from Concordia University in Montreal, Quebec. You need to do both.

Supplies 264

Supplies Customer Omnichannel Shipping 264

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.

Sporting Goods 81

Sporting Goods Customer Loyalty Customer Events 81