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Pandemic drives over half of consumers to shop more locally; bank data key in enabling SMEs to compete with big businesses

Retail Technology Review

That’s according to new research released by Pollinate, the global software business that partners with banks to help them deepen and extend relationships with their business customers, in which over 4,500 consumers were surveyed across the UK, US, Australia, and Brazil. Over half of consumers globally (53%) believe it is more important to shop with local businesses now than it was before the pandemic.

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eCommerce disruptor OnBuy secures former Chief Customer Officer of Seasalt

Retail Technology Review

OnBuy.com continues its growth and expansion with the appointment of Aron Cody-Boutcher as Chief Marketing Officer. Internet Retailing Retail Supply Chain

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Luxury retail: Why a customer should love your packaging first, and then your product

Retail Technology Review

But much less often do they understand the true potential of their outer and additional elements in driving brand engagement, increasing loyalty and enhancing the overall customer experience – and it’s by doing the latter, you can really make consumers fall in love with not only your products, but your brand and business too. More and more, brands are beginning to see the value of their packaging in influencing consumers’ purchasing decisions.

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Kooomo launches B2B catalogue site for global retailer Blauer H.T.

Retail Technology Review

the clothing brand created following technical, functional and high-performance standards, has chosen global e-commerce platform provider Kooomo to launch its showcase website specifically designed for its growing B2B customer base. Blauer H.T., Internet Retailing Retail Supply Chain

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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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Is Brand Packaging Important to Customers?

Retail Technology Review

By Ed Smith, freelance writer Branded packaging may seem like a minor detail when it comes to ecommerce, but you might be surprised at just how effective it can be and how it could help your business to thrive over the competition. Critical Issues Internet Retailing

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Retail success post-COVID will rely on understanding new customer mindsets, says Conversity

Retail Technology Review

Six months after COVID-19 started making its mark across the world, lockdown restrictions and widespread working from home offices have caused many consumers to rethink their shopping habits. Retail technology company Conversity believes that understanding the intricacies of these new mindsets is vital if brands are to thrive in the post-pandemic world. Retail Supply Chain Critical Issues Internet Retailing

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Customer data analysis key to omnichannel marketing success and business growth

Retail Technology Review

Companies which collate and analyse customer data, both online and offline, have grown 16% in the past year and are more than twice as likely to significantly exceed business goals and see strong return on investment (32% versus 14%), according to a global survey of 235 organisations with annual revenues of at least $50m.

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Minelli speeds up shift towards digital retailing with Cegid's unified commerce platform

Retail Technology Review

Retail software vendor, Cegid, has signed a new deal to completely overhaul the IT systems at French footwear retailer, Minelli, in a bid to streamline the business and improve the shopping experience for customers. Internet Retailing Retail Supply Chain

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Go Instore, HP and Currys PC World join forces to drive growth in online revenue for HP products

Retail Technology Review

Go Instore, provider of immersive omnichannel retail experiences for personalised ecommerce, has announced the success HP inc has had in providing human-led digital user experiences for their retail partners’ online customers. Internet Retailing Retail Supply Chain

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Plobal joins Shopify Plus Technology Partner Program to help ecommerce merchants grow mobile revenue

Retail Technology Review

As mobile becomes the default shopping device, Plobal gets on board the Shopify Plus Technology Partner Program to help high-volume merchants increase mobile revenues by engaging their most loyal customers. Internet Retailing Mobile Computers

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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

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Talend cloud enables PointsBet to ensure compliance and reliability amid rapid international expansion

Retail Technology Review

Talend, the cloud data integration solutions provider, has announced that PointsBet, an online bookmaker from Australia offering both traditional fixed odds markets as well as PointsBetting, is using Talend Cloud and Microsoft Azure to deliver a differentiated mobile betting experience to just under 100,000 customers worldwide and support its international expansion.

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Achieving retail?s Holy Grail: A 360-degree customer view

Retail Technology Review

The UK retail sector is unforgiving. High street sales recently suffered their biggest drop in 20 years, while online sales growth was forecast to decline to single digits for the first time this year. Critical Issues Retail Supply Chain Internet Retailing

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European Predictions 2023: Customer Experience

Forrester eCommerce

2023 will be a year of reckoning for European customer experience teams. Age of the Customer customer experience Europe European Predictions 2023 predictionsSome will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.

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In Customer Success We Trust

Forrester eCommerce

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention. B2B CX customer centricity Customer Engagement customer obsession

Customer 370
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Why Invest In Customer Experience?

Forrester eCommerce

Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty.

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How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

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Cancel the “Cost Center” Culture In Customer Service

Forrester eCommerce

Age of the Customer Customer Engagement customer experience customer experience management Customer Experience Measurement customer loyalty Customer Service Solutions

Customer 509
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How To Navigate The Generative AI Hype In Customer Service

Forrester eCommerce

The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […] AI Insights customer experience Customer Service Solutions Emerging Technology natural language processing (NLP

Customer 368
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‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester eCommerce

customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial WellnessOn November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November. ”). As days get shorter, Bonfire Night is also a friendly reminder that it’s that wonderful time of the year (again) when we […].

Customer 1106
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Customer Service In 2023: CX Front And Center   

Forrester eCommerce

In times like these, customer service teams are often pressured to cut costs – at all costs. While we don’t expect that to change entirely, we […] Age of the Customer Customer Engagement customer experience Customer Insights Customer Service Solutions omnichannel customer experience

Customer 195
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Bridging the Online and Offline: How to Apply Product Thinking to Expanding Your eCommerce Business

Speaker: John Cutler, Product Evangelist and Coach at Amplitude

In a post-COVID world, online retailers are forced to reevaluate their position and address the challenge of adopting new customer experiences. Even brick and mortar businesses are integrating more digital approaches to CX -- testing out loyalty programs and subscription-based models. Join John Cutler, Product Evangelist and Coach at Amplitude, for this enlightening discussion on the current state of the ecommerce landscape.

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Align Around Your Customers To Power Growth In Today’s Economic Climate

Forrester eCommerce

Outdated, short-term growth strategies that focus on extracting value from customers will fail. To succeed, companies must build, run, and continually optimize a customer-obsessed growth engine.

Customer 366
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Let’s Discover The State Of Customer Obsession In Government

Forrester eCommerce

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. Most government organizations want to be more customer obsessed.

Customer 367
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Trust In The Age Of The Customer

Forrester eCommerce

Age of the Customer Brand and Communications CMO Trends customer experience Customer Insights customer loyalty Data Insights pandemic values-based customer experience

Customer 493
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Customer Experience Index Reveals Brands Lack Human Connection

Forrester eCommerce

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk. automotive banking customer emotion customer experience customer experience index (CX Index) emotion Insurance loyalty retail

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2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

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Customer Service In 2022: The Times They Are A-Changin’

Forrester eCommerce

since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. It’s been two years (!)

Customer 362
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Customer Obsession And The CEO

Forrester eCommerce

Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. Age of the Customer The Counterintuitive CEO promotedIt flows directly from the heart of an organization – it’s about how you behave and what you value.

Customer 504
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Empowered Customers Seek Three Types Of Brand Experiences

Forrester eCommerce

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Customer 360
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Predictions 2021: Customer Insights Practices Continue To Evolve

Forrester eCommerce

Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021.

Customer 529
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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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Turn Away The Bots, Not Your Customers

Forrester eCommerce

Age of the Customer Application Security holiday RetailWe’ve all been there — we’re on our favorite website trying to buy the latest gadget, reserve concert tickets, or claim an advertised reward.

Customer 369
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New Forrester Wave Examines Customer Feedback Management Technology

Forrester eCommerce

Fully 69% of global voice-of-the-customer (VoC) and CX measurement leaders use a customer feedback management (CFM) tool, according Forrester’s 2022 global study of these leaders.

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Meet Zeid Khater, Forrester’s Newest Analyst Covering Customer Data and Analytics

Forrester eCommerce

Age of the Customer customer analytics and insights customer experience customer experience index (CX Index) Customer Experience Measurement Customer Insights customer obsession Data Analysis Data Insights

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Announcing The Finalists For The Inaugural Customer Obsession Awards In North America

Forrester eCommerce

Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award. Age of the Customer customer experience Customer Experience Strategy customer obsession promoted

Customer 195
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Dominate Your Local Market With These 4 Reputation Management Strategies

Speaker: Adam Dorfman, Lindsay Harrison, and Erin O'Brien

Did you know that 4 out of 5 consumers use local search and 88% use smartphones for those searches? With that in mind, I think it's safe to say your online presence is the silver bullet of your business. Think about the revenue you could be missing by not prioritizing local search optimization. Fortunately, there are a handful of steps you can take right now that will immediately impact your business's pace in local search, and we're happy to share them.

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Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Forrester eCommerce

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 […].

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Prioritise Your Customers’ Mental Wellbeing To Spur Pandemic Recovery

Forrester eCommerce

Age of the Customer Brand and Communications customer centricity Customer Engagement customer experience management Customer Insights Europe operationalizing innovation pandemicIt’s impossible not to see how consumers have felt the pressure of the 2020 pandemic.

Customer 449
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Serving Customer Needs Across A Hybrid Customer Experience

Forrester eCommerce

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience. Age of the Customer customer experience Customer Experience Strategy Europe

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Solve Customer Mysteries With Quantitative And Qualitative Investigation

Forrester eCommerce

Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Age of the Customer customer experience Customer Insights Data Insights promoted

Customer 479
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The B2B Sales Leader's Guide for Any Economic Environment

When economic headwinds pick up, sales leaders are the first to sound the alarm — and chart a new course. Longer sales cycles, larger buying committees, increased price pressure, and smaller teams can quickly combine to reduce your margin for error and increase the urgency to find a solution.