Forrester eCommerce

APRIL 15, 2020

Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.

Other 372

Other Customer Customer Experience Omnichannel 372

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 308

Retail Customer Experience Technology Operations 308

Retail TouchPoints

MARCH 11, 2024

While various surveys have indicated that consumers are less loyal to brands and retailers than ever, the KCI found that consumers are starving for the community and connection that comes with belonging to a fandom.

Social Media 252

Social Media Consumer Reference Definition 252

Retail TouchPoints

DECEMBER 14, 2020

The pandemic has created challenges for retailers at many levels: business viability, supply-chain disruptions, predictability, customer relationships — the list goes on. As businesses move online, quickly adapting to maintain a seamless customer experience has become mandatory. Take a Down-to-Earth Approach.

Omnichannel 243

Omnichannel Live Chat Channel Improvements 243

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 261

Consumer Supplies Fulfillment Technology 261

Retail TouchPoints

JANUARY 24, 2024

Navigating digital transformation in 2024’s B2B ecommerce landscape hinges on a deeper comprehension of AI, omnichannel strategies and social commerce. Here we’ll take a look at these trending technologies and how they will shape B2B businesses’ ability to deliver a frictionless experience with their digitally native buyers.

B2B 236

B2B eCommerce BigCommerce Omnichannel 236

GetElastic

NOVEMBER 9, 2021

Based on evidence from 2021’s State of Digital Commerce Report, and 2020’s B2B Digital Commerce research, the survey examines digital commerce through the lens of multiple verticals and business models. By 2024, 15% of B2B organizations will use digital commerce platforms to support both their customers and sales reps in all sales activities.

B2C 146

B2C B2B Customer Retention Subscription 146

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

JANUARY 27, 2021

Below, Shokrian shared his take on issues including: How COVID-19 impacted brand positioning and growth ; Why MeUndies is integrating social responsibility into its broader community-building efforts; Which omnichannel investments are top priorities in 2021; and His leadership lessons from 2020.

Omnichannel 259

Omnichannel Social Media Subscription Apparel 259

Retail TouchPoints

DECEMBER 13, 2023

Trend 2: Technology will Elevate Omnichannel Performance and Key Value Props Nearly two-thirds ( 63% ) of respondents to Retail TouchPoints’ annual Store Design & Experience Survey shared that better integrating technology into the experience was a top priority for them in 2023. customer experience).

Sporting Goods 284

Sporting Goods Technology Omnichannel Operations 284

Omnisend

DECEMBER 15, 2020

However, providing exceptional customer service isn’t about the number of channels but the quality of customer service across them —and omnichannel customer support can help do that. Learn how to make your touchpoints consistent, well-designed, and connected to provide a completely seamless experience. Learn more!

Omnichannel 148

Omnichannel Live Chat Customer Social Media 148

Retail TouchPoints

JULY 5, 2022

But now, even as consumers return to stores, they have come to expect those omnichannel conveniences, meaning retail executives must find a way to make them financially viable. But while most executives know what they need to do to increase ecommerce profits, many ( 40% of those surveyed) struggle to actually implement the needed changes.

Shipping Costs 295

Shipping Costs eCommerce Retail Merchant Services 295

Retail TouchPoints

AUGUST 7, 2020

However, other potentially even more significant trendlines show fundamental changes in consumers’ decision-making process related to picking brands and demonstrating customer loyalty. The survey of 809 U.S. Several studies have documented a dramatic shift in spending from physical stores to online.

Consumer 278

Consumer Retail Merchant Services Document 278

Retail TouchPoints

SEPTEMBER 8, 2023

According to a recent survey , 38% of retailers are worried about meeting consumers’ fast delivery expectations. And although omnichannel fulfillment is growing in importance, they still want to drive offline sales and bring people into the store, while also minimizing the impact of shipping costs on their bottom line.

Shipping Costs 217

Shipping Costs Omnichannel Merchant Services Fulfillment 217

Retail TouchPoints

JANUARY 4, 2023

By using high-quality images and videos of products, customers are drawn closer. While videos make for a more engaging customer experience, only 40% of product detail pages currently use video, according to the 2022 Omnichannel Retail Index. Aside from how the products are displayed comes how the customer discovers them.

eCommerce 266

eCommerce Omnichannel Comparison Shopping Recommendation 266

Forrester eCommerce

JANUARY 30, 2023

When I first joined Forrester, I looked at the results from our annual Customer Experience Benchmark Surveys and saw that three customer service drivers kept coming up as some of the most influential drivers in a customer’s perception of CX quality: Did the agent answer all of my questions?

Customer Experience 195

Customer Experience Customer Customer Loyalty Omnichannel 195

Groove

DECEMBER 14, 2020

A Signifyd survey shows that 40% of U.S. Creating Safe In-Store Shopping Experiences. Safety has become the new customer experience in stores as merchants have stepped up their social distancing game with signage, one-way aisles, exit-only and entrance-only doors. Survey Insights. eCommerce Fraud in 2020.

eCommerce 338

eCommerce Merchant Services Fulfillment Consumer 338

Wiser

JUNE 1, 2018

Customer experience is number one in omnichannel retail. With consumers browsing and buying across channels, the experience needs to be cohesive. Our latest infographic lays out the top challenges omnichannel retailers face and how they can overcome them to achieve new levels of success. .

Omnichannel 68

Omnichannel Retail Customer Experience Channel 68

Retail TouchPoints

JUNE 9, 2023

Retail TouchPoints’ 2023 Store Design & Experience Survey found that store design teams are laser-focused on implementing more creative visual merchandising methods ( 90% ) and using technology more thoughtfully to support in-store engagement ( 63% ).

Omnichannel 293

Omnichannel Technology Customer Retail 293

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. Expedite new product development.

Retail 245

Retail eCommerce Technology Social Media 245

Retail TouchPoints

OCTOBER 24, 2023

Here’s where to start: Creating Solutions for Permanent Changes in Customer Expectations As stay-at-home orders drove both retailers and CPG companies to accelerate their adoption of omnichannel strategies, their supply chain processes got significantly more complex.

Retail 275

Retail Supplies Operations Technology 275

Retail TouchPoints

JANUARY 31, 2024

We’ve all heard that today’s empowered consumer demands seamless and consistent experiences, but new research from CI&T indicates that these expectations are higher than ever. The 2024 Connected Retail Report includes a survey of 1,012 U.S.

Shipping Costs 257

Shipping Costs Consumer Mobile Channel 257

Retail TouchPoints

JUNE 7, 2023

That’s according to a recent study by the ICSC that surveyed Gen Z consumers, defined by the Pew Research Center as those born between 1997 and 2012. Almost all of Gen Z chooses to shop in person; they are truly the omnichannel shopper,” said Cegielski. The study found that four out of five are worried about the health of the U.S.

Food and Beverages 273

Food and Beverages Travel Hobbies Shipping Costs 273

Retail TouchPoints

AUGUST 10, 2023

Although standard m-commerce sites offer ease and convenience, more consumers are spending more time in mobile apps, especially those that offer seamless and immersive brand experiences. Customer Recognition Consumers are incredibly attached to their mobile devices, making them their most prized and personal possessions.

Mobile 236

Mobile Retail Consumer Customer Experience 236

Retail TouchPoints

MARCH 8, 2023

Our partnership with Best Buy Health will help change the lives of our patients and consumers, giving them access to the tools and experiences they need to receive care in the comfort of their own home,” said Dr. Rasu Shrestha, Chief Innovation and Commercialization Officer at Advocate Health, of which Atrium Health is a part, in a statement.

Omnichannel 272

Omnichannel Supplies Technology Consumer 272

Retail TouchPoints

JANUARY 3, 2024

According to the Retail TouchPoints 2023 Omnichannel and Fulfillment Benchmark survey, 54% of retailers cited minimizing fraudulent returns as a major challenge, second only to shipping and handling costs.

Shipping Costs 147

Shipping Costs Merchant Services Fulfillment Omnichannel 147

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 244

Retail Supplies Merchant Services Social Media 244

Retail TouchPoints

APRIL 12, 2023

In fact, results from Retail TouchPoints’ latest Store Design & Experience Survey revealed that 58% of respondents plan to remodel and/or renovate a minimum of 11% of their store footprint through 2024. It’s an expansive venture, but it’s probably less expensive than acquiring customers online at this point,” she said.

Operations 322

Operations Omnichannel Customer Experience Consumer 322

Retail TouchPoints

NOVEMBER 29, 2023

In fact, more than 40% of adults reported visiting a mall within a two -week period in August, up from 35% at the beginning of June and 30% in the beginning of April, according to Coresight Research’s ongoing survey of 1,600 consumers. The goal was to go beyond just buying products on shelves and reframing the customer experience.

Small Business Retail 258

Small Business Retail Omnichannel Consumer Retail 258

Retail TouchPoints

JUNE 15, 2020

Consumer Pulse Survey conducted during the first week of June. When the Centers for Disease Control and Prevention (CDC) surveyed more than 4,000 U.S. The Jungle Scout 2020 Consumer Trends Report , based on a survey of more than 1,000 U.S. Nonetheless, predicting what will happen is even more challenging than usual.”.

eCommerce 136

eCommerce Consumer Retail Payment Services 136

Retail TouchPoints

JUNE 26, 2023

Get ready, get excited, retailers and customers alike, the 2D barcode, a compact square label with splotches and spaces that encode up to 350X more data than a traditional UPC (4,000 characters) will have a significant impact on managing the business and delivering better customer experiences. Who doesn’t want that?

Merchant Services 275

Merchant Services Retail Shipping Costs Customer Experience 275

Retail TouchPoints

DECEMBER 15, 2022

Real-time CDP helps companies bring together known and anonymous data from multiple enterprise sources to create a consolidated customer profile, which can be used to provide personalized customer experiences across all channels and devices — all in real time. Factors Driving the Need for Real-Time CDP.

Multi-channel 231

Multi-channel POS Customer Data Mobile 231

Retail TouchPoints

FEBRUARY 17, 2021

Retailers in general are optimistic about the outlook for the year, according to a new survey from the International Council of Shopping Centers : 55% of those surveyed say they expect a return to pre-pandemic levels by the end of 2021.

Home Furnishings 147

Home Furnishings Retail Electronics Omnichannel 147

Retail TouchPoints

AUGUST 15, 2022

Results from Retail TouchPoints’ annual Customer Loyalty and Personalization Benchmark Report reaffirm that retailers are focused on building a strong foundation of first-party data to support their supply chain, in-store services, omnichannel marketing and experiential strategies. . Collect and Leverage First-Party Data .

Customer Loyalty 211

Customer Loyalty Customer Retail Shipping Costs 211

Retail TouchPoints

NOVEMBER 17, 2021

Consumers Want Retailers to Catch Up With Their Omnichannel Shopping Behaviors. Omnichannel is so important for us right now as the retail industry, and all industries for that matter, are hit with supply chain issues,” said Aaron Veit, Director of Digital Product Management at Crate & Barrel. Hoyler noted that: 94% of U.S.

Consumer 309

Consumer Omnichannel Leisure Supplies 309

Forrester eCommerce

JULY 30, 2021

In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]. This is a great move for Qualtrics.

Customer 524

Customer Management Marketing Customer Experience 524

Smile.io

OCTOBER 14, 2020

It’s go digital or face demise in a post-pandemic world That’s also why monitoring e-commerce trends is more important than ever before to ensure your digital experiences are up-to-date and relevant. Customers Prioritize Experience Over Product or Service Customer experience is the new battlefield of e-commerce.

Customer Experience 53

Customer Experience eCommerce Customer Social Media 53