Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Payment Services 289

Payment Services Consumer Small Business Retail Banking 289

Forrester eCommerce

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Improvements 242

Improvements Customer Experience Customer Customer Loyalty 242

SheerID

JUNE 8, 2023

As consumers increasingly value data privacy, brands need to find new ways of collecting and using data to improve the customer experience.

Customer Experience 97

Customer Experience Consumer Customer Improvements 97

Groove

AUGUST 13, 2020

In this blog, we're exploring 5 strategies to help you create a positive eCommerce customer experience. eCommerce Customer Experience: Tips & Strategies. Online interactions between consumers and businesses are just as important as in-person touch-points. Engage With Social Media Followers.

Customer Experience 326

Customer Experience Customer eCommerce Social Media 326

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. There’s More to Experience Than Measurement. Identifying Your Trust Drivers. So too is community involvement.

Customer Experience 306

Customer Experience Customer Social Media Presentation 306

Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 312

Customer Experience Technology Customer Fulfillment 312

lateshipment

SEPTEMBER 4, 2020

Given this reality of modern eCommerce, let’s go over a few ways to improve your website experience in order to satisfy potential customers. Below, however, are some more subtle points that will help you piece together a better on-site customer experience. Prioritize Mobile Friendliness. Avoid Clutter.

Customer Experience 219

Customer Experience Improvements eCommerce Customer 219

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit.

Customer Experience 96

Customer Experience Improvements Customer Retail 96

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. More than one-third of consumers now shop online each week, up from 28% pre-pandemic.

Customer Experience 323

Customer Experience Customer Omnichannel Social Media 323

Retail TouchPoints

MARCH 17, 2022

During the pandemic, the relationship between homeowners and their homes fundamentally changed, as lockdowns, social distancing guidance and quarantine protocols left many consumers with an abundance of time to stare at their own four walls. Gen X Homeowners Making Improvements. Here’s what our analysis revealed.

Improvements 306

Improvements Home Furnishings Shipping Costs Customer 306

Retail TouchPoints

FEBRUARY 14, 2022

EVP and CFO Shawn Guertin announced estimated capital expenditures as high as $3 billion to “invest in technology and digital enhancements to improve the consumer experience as well as our community locations” during a Feb. CVS is planning major tech upgrades in the coming year. 9 call with investors.

Technology 289

Technology Improvements Consumer Electronics 289

lateshipment

AUGUST 1, 2022

The benefits of automation are clear for the business as a whole, and automation can also transform the customer experience even when the customer isn’t directly involved. Shopping and checkout experiences can be managed directly by the customer, but that’s only half of the overall order experience.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

BigCommerce

FEBRUARY 23, 2022

As consumers increasingly expect fast shipping when purchasing online, it may come as no surprise that Amazon surpassed FedEx in…

Customer Experience 294

Customer Experience BigCommerce Improvements Shipping 294

Retail TouchPoints

OCTOBER 18, 2022

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, comfortable and are offered privacy as they move about. In an ever-changing market, evaluation and positive action is always key.

Customer Experience 311

Customer Experience Customer Apparel Technology 311

Forrester eCommerce

JUNE 16, 2023

Read about the results and meet two brands that beat the odds and improved their CX Index scores in a tough year. The Canada CX Index 2023 shows brands backsliding on performance.

Customer Experience 195

Customer Experience Customer Improvements Customer Loyalty 195

Retail TouchPoints

MARCH 3, 2023

Personalization is now a hygiene and customers have come to expect it regardless. Source: McKinsey However, personalization is no longer limited to targeted offers in the current landscape; it now covers the entire customer journey. A positive customer experience makes a valuable difference in a retailer’s success.

Consumer 283

Consumer Customer Loyalty Customer Experience Recommendation 283

lateshipment

SEPTEMBER 4, 2020

Given this reality of modern eCommerce, let’s go over a few ways to improve your website experience in order to satisfy potential customers. Below, however, are some more subtle points that will help you piece together a better on-site customer experience. Prioritize Mobile Friendliness. Avoid Clutter.

Customer Experience 130

Customer Experience Improvements eCommerce Customer 130

Groove

FEBRUARY 3, 2020

The topic of these articles varied: from the things wrong with eCommerce shopping; to information gathering through online coupons; to marketers gathering information about eCommerce customer experience. Follow the eCommerce checkout best practices and see how security assurances increases website credibility and consumer confidence.

Customer Experience 284

Customer Experience Shipping Costs eCommerce Customer 284

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. As we all know, in marketing, the main goal is to know the customer. “By trillion in value. This is where automated feature engineering comes in.

POS 276

POS Customer Experience Customer Technology 276

RetailDive

JANUARY 8, 2024

Improving the employee experience goes a long way to improving customer experience, writes Lindsey Peters, Retail and Consumer Goods Industry Lead at Celonis.

Customer Experience 97

Customer Experience Customer Consumer Goods Retail 97

Retail TouchPoints

FEBRUARY 20, 2024

The service enables consumers to choose which data they share with the merchant, such as purchase histories that would enable more personalized product recommendations based on interests as well as sizes, style and color preferences for clothing. The service is now available in the U.S.,

Merchant Services 264

Merchant Services Payment Services Consumer Clothing 264

Retail TouchPoints

JULY 22, 2022

The improvements will start in select cities before rolling out across the country throughout the summer. The upgrades are aimed at benefiting retailers as well as customers. Cornershop, which Uber acquired from Walmart in 2019, was a key element of Uber Eats’ expansion from restaurant into grocery delivery.

Customer Experience 278

Customer Experience Merchant Services Customer Improvements 278

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 262

Shipping Costs Improvements Live Chat Retail 262

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. Any discrepancies could cause delay in shipping times – increasing the likelihood of cancelled orders due to a bad customer experience.

Customer Experience 90

Customer Experience Improvements Customer Shipping Costs 90

Retail TouchPoints

JULY 28, 2023

Accenture surveyed more than 10,000 consumers in 16 countries and found that although we’re living in a time of “lasting uncertainty,” the “ resilient consumer ” is uncovering new ways to protect and control what is most important to them. As a result, consumer behaviors are becoming more complex.

Consumer 246

Consumer Leisure Multi-channel Retail 246

Retail TouchPoints

AUGUST 26, 2021

Conversational marketing enables marketers to build brand equity and improve campaign performance by transforming the customer experience through a combination of strategy, approach and technology. Over the last few years, consumers have come to expect personalization from the retail brands that they love.

Consumer 317

Consumer Marketing Mobile Customer Experience 317

lateshipment

MAY 6, 2023

What measures do you consciously take to improve your customer’s purchase journey once they’ve hit the buy button? Before we get to the context of things, remember that the post-purchase phase takes up 50% of the overall customer experience. If yes, answer the following question.

Customer Experience 130

Customer Experience Shipping Costs Customer eCommerce 130

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 276

Customer Experience Customer Omnichannel Technology 276

Kissmetrics

DECEMBER 9, 2020

Unguided systems will create an algorithm and then look for ways to improve it going forward. Using Machine Learning to Improve Your Marketing. The long and short of it is machine learning can be used to improve just about every part of your digital marketing efforts. Take customer segmentation, for instance.

Improvements 313

Improvements Marketing Toys Consumer 313

Retail TouchPoints

MARCH 31, 2023

by storm, rising to the top of the app charts and garnering millions of fans, until consumers began to realize the cost of those ultra-low prices — long delivery times and often poor quality products. Joe Yan: Our strategic focus right now is to to keep improving the customer experience.

Shipping Costs 338

Shipping Costs Consumer Supplies Shipping 338

Retail TouchPoints

JUNE 9, 2022

The majority of consumer goods and retail (CGR) companies have accelerated their digital journeys over the last two years to better serve the growing number of online shoppers. Spotlighting the Customer Experience (CX). Connecting Employee and Customer Experiences. And it doesn’t stop there.

Consumer Goods 272

Consumer Goods Consumer Retail B2C 272

Retail TouchPoints

SEPTEMBER 30, 2021

As the rise of ecommerce continues to accelerate, consumer behavior is changing at lightning speed. But without access to in-person consumer panels throughout the pandemic, many CPG brands struggled to keep a pulse on their customers’ preferences and demands around product taste, packaging, price and more.

Consumer 297

Consumer Social Media Improvements Customer Loyalty 297

Retail TouchPoints

NOVEMBER 18, 2020

Retailers, platforms and solution providers discussed how they’ve been rising to the occasion during the Redefining the Connected Retail & Consumer Experience virtual event, hosted by the IoT Consortium and GS1 US. Challenge number one was how to craft and optimize an experience within those constraints.

Customer Experience 275

Customer Experience Customer Technology eCommerce 275

Algopix

DECEMBER 2, 2020

No matter the industry, customers today have more ways to research their options than ever before. Customer experiences are the ultimate deciding factor that separates successful companies from the rest. And in many cases, that experience is more important than price or quality. But what does this look like in practice?

Customer Experience 78

Customer Experience Improvements Management Customer 78

Retail TouchPoints

AUGUST 1, 2023

Retailers have access to troves of data: data about their customers, their products and their business. But despite earnest proclamations that consumers expect seamless brand experiences, these data and the insights they generate are resting in disparate systems and used by siloed teams.

Improvements 246

Improvements Management Information Download 246

Salsify

JUNE 7, 2021

At Energizer , one of the world's largest manufacturers of consumer batteries, lighting, and automotive, we understand that the quality of customer experiences drives our brands across all touchpoints. ." — Jordan Rosenbaum, Associate Manager of Ecommerce Content and Syndication, Energizer.

Customer Experience 78

Customer Experience Automotive Improvements Customer 78

Retail TouchPoints

MAY 5, 2022

The Home Depot has introduced Home Depot Ventures, a $150 million venture capital fund designed for early-stage companies aiming to improve the customer experience and shape the future of home improvement.

Improvements 264

Improvements Retail Books Technology 264