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.

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RTP blog

SEPTEMBER 6, 2019

By Andrew Kokes, HGS In a time when Millennials and Gen Z turn to social media more than ever , these digitally native consumers expect brands to provide a quick and seamless online experience. Brands today need to prioritize a detailed and thorough social media handbook.

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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. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

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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.

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Retail TouchPoints

APRIL 17, 2024

Within the world of B2B and B2C commerce, where understanding consumer behavior is key, this change has spurred a quest for innovative solutions. Here, gen AI intervenes, enriching catalogs and enabling a more comprehensive customer experience. The shift isn’t limited to chatbots; it extends to enhancing product catalogs.

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Retail TouchPoints

SEPTEMBER 16, 2021

Suffice it to say that social commerce has arrived in America. However, one reason for this flurry of enhancements is that there’s still considerable friction in social commerce processes. Whether social commerce will play a crucial role in retail going forward is no longer a question. Many [social] purchases are very organic.

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RetailWire

FEBRUARY 3, 2022

Consumers are increasingly making purchases through social media and brand websites instead of going through retailer sites, according to retail executives at Fortune’s Reimagining Customer Experience virtual summit. Social commerce and social selling is the future,” said Fran Horowitz, CEO of Abercrombie.

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Retail TouchPoints

FEBRUARY 3, 2022

We know one of the most critical ways brands connect with consumers is via social media. billion global social media users — a 5% increase from 2020. The same can be said for utilizing an emerging form of consumer engagement — Chat Commerce via chat apps. In fact, there are now roughly 3.78

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Kissmetrics

JUNE 14, 2018

71% of Internet users in the United States actively use social media networks. That means (almost) three out of four people can potentially be reached, interacted with, and persuaded through social media. Online retailers are also using social media to drive revenue. Start by experimenting with A/B testing.

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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.

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Retail TouchPoints

FEBRUARY 15, 2024

Moreover, at a time when long-reliable social networks are experiencing massive upheavals, people are looking for connected experiences that feel safe, secure, and ethical – and while online shopping may not sound like the primary destination for those experiences, shopping has historically been a social affair.

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365 Retail

MAY 9, 2023

With nearly 5 billion social media users worldwide and across several platforms, social media presents many opportunities. In fact, social media has become a much more cross-functional and collaborative channel in the last few years. Best times to post on social media overall: o Mondays from 10 a.m.

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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.

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Retail TouchPoints

NOVEMBER 3, 2021

Well, the video sharing app is rapidly changing the face of discovery opportunities and influencer marketing, and instantly improves the customer experience in the world of cross-channel retailing. Nowadays, people are accessing social media via smartphones and tablets, but they could begin to do this via a VR helmet.

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Retail TouchPoints

JULY 24, 2023

It’s no secret that social commerce — that is, retail interactions that begin (and sometimes also end) on social media platforms — is big business. New research from Havas Media Network , in partnership with Snap, Inc. The partners surveyed 28,500 of this desirable consumer set from across the U.S.,

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Retail TouchPoints

DECEMBER 28, 2023

Over the past two years, she and her team have worked to enhance the company’s digital customer experience and drive its ecommerce business. Pape joined The Container Store in 2015 and has held several leadership positions within the company, managing store operations and customer experience.

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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.

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Retail TouchPoints

MAY 18, 2022

Great marketing has always been about creativity — cutting through the noise and connecting with consumers requires developing an advertising strategy that is both captivating and authentic. Muros conducted a survey of approximately 1,000 people across the country to better understand how art-driven advertising resonates with consumers.

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Retail TouchPoints

JANUARY 25, 2024

Three Chevron ExtraMile convenience stores are implementing dynamic merchandising, social media content and AI-powered sommeliers as part of a pilot program with Samsung Electronics America. Sprinklr Social integration will deliver social media content and interactive polls to consumers.

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Retail TouchPoints

APRIL 15, 2024

Let’s delve into what those brands are doing to stay prominent in the minds of consumers, and what brand marketers can do to gain a competitive edge. Brands need to focus on providing great customer experiences in stores and on responding in a timely and personal manner to users when they have feedback. retail brands.

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ESW

APRIL 26, 2023

As soon as a shopper has placed their order, the post-purchase customer experience begins. For many brands with DTC ecommerce channels, new customers can be hard-won, and the post-purchase process is crucial to nurturing the next purchase. An easy return experience builds confidence, loyalty and trust in a brand.

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Retail TouchPoints

DECEMBER 14, 2023

When it comes to retail strategies, most brands place an emphasis on the pre-purchase experience, from crafting eye-catching ads to investing in SEO and running smart marketing campaigns. The Unseen Costs of a Poor Post-Purchase Journey Bad customer experiences can lead to shoppers leaving your business, even if they love your brand.

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iVend

JULY 8, 2021

What I am hearing, and is supported by expert 3 rd party research, is a consistent pattern of four key priorities: in-store customer experience, knowledgeable staff, personalised loyalty programs and social media marketing. The in-store customer experience is that differentiation.

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Retail TouchPoints

AUGUST 17, 2022

While many brands and retailers are focusing on engaging Gen Z, Gen Alpha is slowly creeping into the picture. Gen Alpha — consumers born after 2010 — have grown up immersed in technology. That’s why retailers like Kids Foot Locker are embracing the convergence of community and technology to effectively reach Gen Alpha consumers.

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Retail TouchPoints

APRIL 22, 2024

JLL Retail Property Management has introduced a new virtual shopper agent named Cindy , designed to make the online experience more relevant and engaging at 13 of its shopping centers across the U.S. She also was built using multi-ethnic characteristics to resonate with a geographically and demographically diverse user base.

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iVend

JUNE 15, 2022

Customers took to social media to vent their frustration about price differentials of up to 40%, and the confusion of some items being more expensive online than in-store, and vice versa. The need for online/offline integration If consumers are channel-blind, retailers must be channel-integrated.

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Kissmetrics

MARCH 22, 2018

Stitch Labs is a purpose-built inventory management software to help brands improve customer experience and scale efficiency. When we talk about the future of retail, industry news is abuzz with the idea of brands creating experiences for their customers. Using Data To Improve Customer Experience.

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Retail TouchPoints

FEBRUARY 17, 2023

The “coach” or CEO develops a road map or game plan to achieve the goal, which in retail is providing the ultimate customer experience, every day of the year. The best retail teams train each day to keep sharp and connected to the company and to the customer. Winning teams begin with an end in mind. and it is working.

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GetElastic

JANUARY 13, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

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Customer Experience Customer Multichannel Social Media 150

GetElastic

JANUARY 14, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

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Retail TouchPoints

AUGUST 8, 2023

“Despite there being an approximately 70% drop off in daily active users, we’ve still seen a massive amount of engagement,” said Kayla Kleinman, Social Media Associate for Bookshop.org , an ecommerce site that connects readers to independent booksellers, in an interview with Retail TouchPoints.

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Retail TouchPoints

AUGUST 8, 2023

Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. While data sourcing customer information can be a key part of any marketing strategy, it could also be the reason you’re losing revenue. Here’s why.

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Retail TouchPoints

APRIL 28, 2023

But Wells knows that to successfully acquire this coveted group of consumers while also retaining its incredibly loyal base of millennial shoppers, the brand can’t simply live in the past. During this time, as a “lean and mean” team, “We didn’t really have social media, we didn’t do any marketing,” Wells explained. “We

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Retail TouchPoints

JUNE 9, 2022

billion by the end of 2022 , in large part because influencers can provide direct connections to consumers and allow brands to deliver messaging in an authentic and relevant way. Retail TouchPoints (RTP): How can marketing and, specifically, social media help brands better manage consumer demand?

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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.

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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.

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Retail TouchPoints

JANUARY 17, 2024

PawWire, which joins the company’s FashWire and GlossWire platforms, uses rich data sets and data science capabilities to enable consumers both to navigate the breadth of products available and also to have a more personalized product discovery experience.

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