Retail TouchPoints

MARCH 11, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. Brands need to be more honest about what loyalty really means.

Social Media 263

Social Media Consumer Reference Definition 263

Retail TouchPoints

FEBRUARY 9, 2022

Shoppers are focusing less on loyalty and more on their experience, with half of them saying they would switch to a new brand after just one bad customer service interaction. However, if customer service is excellent, 78% of consumers will do business with a company again, even after a mistake.

Payment Services 262

Payment Services Shopping Carts Omnichannel Multi-channel 262

Retail TouchPoints

AUGUST 11, 2023

New research from Capterra finds that tip fatigue — exhaustion caused by the pressure to tip more money to a widening array of workers — is a serious problem affecting most consumers who use checkout tablets at restaurants and other businesses. This should give pause to any business that uses checkout tablets.

Consumer 225

Consumer Payment Services Point of Sale POS 225

Retail TouchPoints

JULY 14, 2023

Retailers are adapting their store environments to meet consumers’ heightened demand for ease and convenience. Nearly half ( 46% ) of retailers surveyed in Retail TouchPoints’ Store Operations Survey noted that they provide mobile POS to associates — and an additional 31% plan to implement the technology this year.

POS 240

POS Mobile Payment Services Technology 240

Retail TouchPoints

MAY 27, 2024

Key findings and surprises from Bizrate Insights’ January 2024 survey of 900 online shoppers provide a framework to view what is most important to the demanding online shopper. A look at the mindset of the online shopper relative to customer service should remind every retailer that they are only as good as their current interaction.

Customer 259

Customer Live Chat Social Media eCommerce 259

Retail TouchPoints

MAY 2, 2024

As consumers demand more flexible payment options, it is no surprise that the digital top-up card industry has had a strong year. As the industry evolves, it will be crucial for stakeholders to remain adaptable, leveraging data and partnerships to meet the changing needs of consumers in a digital-first economy.

Customer Retention 276

Customer Retention Payment Services Gifts Marketing 276

Retail TouchPoints

JUNE 13, 2024

This presents an opportunity to deliver an enhanced alcohol-buying experience that caters directly to consumer needs and preferences. In its heyday, Drizly was pivotal in revolutionizing alcohol delivery by connecting consumers with local liquor stores via an easy-to-use online platform.

Food and Beverages 248

Food and Beverages Marketing Mobile Customer Loyalty 248

Retail TouchPoints

JUNE 11, 2020

Even though connecting with customers digitally has become critical since consumers and B2B buyers shifted more purchasing online during the pandemic, customers frequently report disappointing experiences with retail web sites and marketplaces as well as with brands’ e-Commerce sites.

eCommerce 155

eCommerce B2B Toys B2C 155

Retail TouchPoints

JANUARY 19, 2024

A historic pandemic with a double-whammy of supply chain and staffing issues as well as persistently high levels of inflation have up-ended a lot of industry norms and pushed consumers to increasing their scrutiny on where and how much they spend. consumers are increasingly looking for deals and overall experience when shopping.

Payment Services 340

Payment Services Merchant Services Retail Customer Experience 340

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. iVend helps retailers analyse data for an enhanced customer experience.

Customer Experience 98

Customer Experience Improvements Customer Retail 98

Retail TouchPoints

DECEMBER 13, 2023

A well-designed store can create a memorable brand experience that strengthens customer loyalty. This is crucial considering a recent Publicis Sapient report on customer loyalty , based on a survey of over 8,000 consumers across six countries, revealed that 52% of global consumers report having slight to no brand loyalty overall.

Retail 312

Retail Customer Loyalty Social Media POS 312

Retail TouchPoints

JUNE 15, 2020

These consumer sentiments, along with the need to protect the health of both shoppers and store associates, means retailers need to be stringent about enforcing social distancing and other safety measures as they reopen. In fact, displaying an abundance of caution will be required to bring many consumers back into physical stores.

eCommerce 142

eCommerce Consumer Retail Payment Services 142

Retail TouchPoints

JUNE 3, 2020

COVID-19 has accelerated the contactless revolution: 84% of Americans ( 77% among global consumers) now expect to increase their use of touchless technologies to avoid physical contact for the remainder of the pandemic, with 55% ( 63% globally) planning to continue doing so afterward, according to a survey by Capgemini.

Mobile 267

Mobile Payment Services Technology POS 267

RTP blog

JANUARY 9, 2019

However, the word still conveys an important truth: retailers must take every action possible to maximize customer engagement opportunities across both traditional and emerging channels. Did anything from the survey catch your eye? The survey showed a 32 percentage point rise in 2018, reaching 84% of total respondents.

Omnichannel 150

Omnichannel Multi-channel Customer Retention eCommerce 150

365 Retail

DECEMBER 1, 2022

Digital shopping through eCommerce and mCommerce platforms have fast become the go-to for many customers looking for a quick, hyper-personalised and flexible retail experience from the comfort of their own home – or on the go. Empowering store associates . Placing data and analytics at the centre .

Customer Experience 85

Customer Experience Customer Retail Technology 85

Retail TouchPoints

NOVEMBER 17, 2021

It’s the question every retailer wants the answer to: what do consumers (and more specifically, those likely to buy their products) really want? The day kicked off with a keynote presentation by Jeff Orschell, EY Americas Practice Leader: “Bottom line for retailers is that change is still happening, consumer behavior is still changing.

Consumer 323

Consumer Omnichannel Leisure Supplies 323

Retail TouchPoints

MAY 31, 2022

However, according to findings in our 2022 Relevance Report , retail brands aren’t yet availing themselves of this actionable customer data — or if they are, they aren’t yet using it to deliver compelling customer experiences. The question is whether retailers can overcome the “experience gap.” Mobile search optimization.

Mobile 328

Mobile Customer Data Recommendation Fashion 328

Sailthru

JANUARY 13, 2020

Every marketer has done painstaking research to understand where mobile makes an appearance along the customer journey. They understand that customers always have their phones, and always expect a personalized, relevant interaction on mobile. Mobile is different. Mobile apps are integral to that experience.

Customer Experience 60

Customer Experience Mobile Channel Other 60

Retail TouchPoints

FEBRUARY 6, 2024

The problem is, consumers don’t seem to want them. A survey we recently conducted of 2,000 consumers found that the vast majority of shoppers (85%) were uninterested in using AI to help make purchasing decisions. And this problem will only become more intractable if consumers can’t shake their skepticism about AI.

Recommendation 295

Recommendation Customer Hobbies Consumer 295

Retail TouchPoints

JANUARY 3, 2022

To remain competitive — and capture as many online dollars as possible — retailers are prioritizing the customer experience and refining the purchasing journey, improving mobile and app capabilities, adding BOPIS (buy online, pick up in-store) and curbside delivery options, enhancing product page listings and more.

Merchant Services 278

Merchant Services Customer Retail Customer Experience 278

Retail TouchPoints

DECEMBER 26, 2023

In today’s ever-evolving ecommerce landscape, the battle for consumer attention and loyalty rages on. This insight takes center stage in our Baby Boomers & e-commerce: Understanding Generational Sentiment study, a survey of more than 1,000 consumers.

eCommerce 266

eCommerce Customer Loyalty Mobile Consumer 266

Retail TouchPoints

NOVEMBER 18, 2021

Retailers certainly need to know what consumers want , but perhaps an even more important question is: How do I provide it to my shoppers? Jess Huang, Partner at McKinsey, said that by honing data governance and targeting practices, retailers can give consumers a better experience not just on their site but across the internet.

Consumer 264

Consumer Merchant Services Social Media Technology 264

Retail TouchPoints

DECEMBER 13, 2023

After years of lockdowns and digital-driven behaviors, consumers’ actions have shown how crucial the store experience is to how they shop and interact with brands. They also need to support a more mobile-enabled workforce that might need smaller, roller-cart type stations, rather than so much emphasis on fixed till cash wraps.

Sporting Goods 309

Sporting Goods Technology Omnichannel Operations 309

Retail TouchPoints

AUGUST 5, 2024

But a legacy point-of-sale (POS) system that lacked any kind of mobile functionality tied too many associates to cash wrap workstations — a major source of inefficiency during ongoing labor shortages in retail. Installing efficient mobile technology doesn’t just meet short-term employee needs.

POS 264

POS Shipping Costs Point of Sale Mobile 264

Retail TouchPoints

SEPTEMBER 11, 2024

Nearly 15% of all retail sales were returned in 2023 — and 75% of consumers cited fit as the main reason why. As a result, brands and retailers of all sizes are implementing new tools, both in stores and online, to not only reduce returns but also to help customers find their ideal apparel and footwear sizes faster and easier.

Recommendation 264

Recommendation Apparel Technology Clothing 264

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

AUGUST 7, 2023

Digital marketplaces help you provide the personalization customers have come to expect, and in today’s crowded ecommerce space, the customer experience has never been more important. Beyond Window Shopping Business customers are consumers too, and they want things on demand and with the convenience of a one-stop shop.

Subscription 245

Subscription B2B Mobile Customer Experience 245

RTP blog

JANUARY 26, 2018

By Luis Artiz, Epson America Most retailers understand that their success depends heavily on their ability to provide a positive customer experience (CX). By taking a closer look at the loyalty program lessons learned by Starbucks and Woolworths, retailers can learn a few lessons about winning repeat customers in today’s environment.

Customer Experience 150

Customer Experience Customer Mobile Article 150

Retail TouchPoints

AUGUST 28, 2023

Impulse purchases are an important part of a consumer brand’s revenue growth management (RGM) strategy. These are tried and true tactics that get consumers to buy on impulse. Of course, this doesn’t mean impulse buying goes away altogether, but brands need to switch up how they target and message consumers to spur impulse buys.

Mobile 225

Mobile Consumer Management Marketing 225

RTP blog

AUGUST 13, 2018

Dads Love Mobile With video consumption on mobile accelerating, mobile video ads present an opportunity for brands to connect with dads at every step of the purchase process. In fact, one-third of the men surveyed in our study noted they plan to watch mobile videos for shopping advice.

Mobile 150

Mobile Games Supplies Travel 150

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. 5G can Drive Consumer Engagement. Improved Customer Experience.

Payment Services 264

Payment Services Small Business Retail Retail Customer Experience 264

Retail TouchPoints

JULY 10, 2024

At Dyer Brown our approach, regardless of typology, emphasizes pre-design investigation: combining market research and surveys with collaborative stakeholder visioning sessions produces critical data that will inform the design process. At the same time, these platforms also directly influence consumer perceptions.

Retail 252

Retail Social Media Point of Sale Information 252

Retail TouchPoints

AUGUST 10, 2021

COVID-19 may have forced retailers to offer contactless payment options, but the move toward sustained use is clear; in a global Mastercard survey, 74% of customers said they will continue to use contactless payments in the future. Maintaining payment terminals can be costly and time-consuming to purchase and maintain.

Payment Services 306

Payment Services Payments Customer Retail 306

Retail TouchPoints

DECEMBER 20, 2023

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Let’s begin the countdown… 5. Why it Matters: In 2023, we saw employee turnover reach record highs.

Retail 260

Retail Supplies Merchant Services Social Media 260

GetElastic

DECEMBER 12, 2017

It sounds like a scene from Star Trek, but voice recognition is already being used by some brands to transform the customer experience. The Spanish bank Santanders mobile app lets you log in and give a short voice command: “Pay Paulo $100 tomorrow.” The impact on customer experience: Your voice is now your password.

Customer Experience 144

Customer Experience Technology Customer eCommerce 144

Retail TouchPoints

JANUARY 4, 2023

Ecommerce can sometimes lose the experience of in-person shopping and, with it a retailer’s ability to show off its products in ways that can set a store apart from its competition. Ecommerce sites can now highlight products in new and interactive ways that make the discovery process more fun for consumers. Bringing Luxury Online.

eCommerce 291

eCommerce Omnichannel Comparison Shopping Recommendation 291

Retail TouchPoints

MARCH 2, 2021

From contactless payment to fully automated checkout, innovations showed promise for streamlining and improving the customer experience. Still, other innovative frictionless tech featured throughout the shopper’s journey can improve the customer experience. A recent Mastercard survey suggested that 51% of U.S.

Payment Services 299

Payment Services Customer Experience Technology Mobile 299