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 311

Customer Experience Technology Customer Fulfillment 311

Retail TouchPoints

JUNE 21, 2023

Parents and caregivers are always on the lookout for activities to keep their kids engaged during the summer months, and Michaels has tapped into this need — and not coincidentally, creating new opportunities to build customer loyalty — through Camp Creatology.

Customer Loyalty 234

Customer Loyalty Customer Arts Omnichannel 234

Retail TouchPoints

AUGUST 15, 2022

New research from PwC has found that three in 10 customers are more likely to try a new brand — and that number is even higher among younger consumers. But winning (and keeping) customers’ loyalty is no longer confined to programs and points. Despite their investments, there are a few gaps and opportunities for improvement.

Customer Loyalty 216

Customer Loyalty Customer Retail Shipping Costs 216

Retail TouchPoints

FEBRUARY 6, 2023

Successful retailers have put a lot of effort over the years into understanding their customers’ buying personas. They know that their customers are not monolithic. By catering to their unique characteristics during the buying process, retailers maximize revenue and customer loyalty. What are delivery personas?

Customer Loyalty 147

Customer Loyalty Improvements Customer Retail 147

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. So what are the customer experience and commerce trends that will continue, or become more fully realized, in 2021?

Customer Experience 301

Customer Experience Customer Omnichannel Social Media 301

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 251

Improvements Customer Experience Customer Customer Loyalty 251

365 Retail

AUGUST 5, 2022

However, customers investing in a company’s services and products help keep it in operation. Building customer loyalty and improving retention rates are targets many companies strive to achieve. Changing the customer service process can help businesses get one step closer to accomplishing these targets.

Customer Loyalty 109

Customer Loyalty Improvements Customer Social Media 109

lateshipment

AUGUST 1, 2022

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research , over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. Of course, customers can’t place orders if there’s no product to sell.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

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

Smile.io

NOVEMBER 15, 2023

Every brand aims for a loyal customer base that will support them no matter what. Loyal customers are the ones who eagerly await every product release you announce and shout your brand from the rooftops. But what exactly is customer loyalty? We’re going back to basics in this post to learn what customer loyalty is.

Customer Loyalty 58

Customer Loyalty Customer Beauty and Health Food and Beverages 58

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.

Customer Experience 130

Customer Experience Shipping Costs Customer eCommerce 130

Forrester eCommerce

NOVEMBER 7, 2022

Our New Report “How Customer Experience Drives Business Growth, 2022” Puts A $-Value On Improving CX By One Point Many CX leaders find it hard to make the case for investing in CX. That’s why Forrester built industry-specific models that demonstrate how CX improvements drive business growth through increased customer loyalty.

Improvements 195

Improvements Customer Loyalty Customer Experience Customer 195

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 235

Shipping Costs Improvements Live Chat Retail 235

lateshipment

FEBRUARY 14, 2020

Because it realizes that a poor delivery experience means a dissatisfied customer less inclined to purchase in the future. The Post-Purchase Experience Gap. The time starting from when the retailer ships a package to when it is in the hands of the customer defines the customer’s post-purchase experience.

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260

RETAIL MANAGEMENT SOFTWARE

APRIL 24, 2023

In today’s fast-paced retail landscape, customer loyalty has become a critical factor in business success. With increased competition and changing consumer behaviors, retailers must stay ahead of the curve by implementing effective customer loyalty programs.

Customer Loyalty 84

Customer Loyalty Customer Retail Customer Retention 84

Retail TouchPoints

JANUARY 23, 2023

There’s been quite a bit of hype about the metaverse — it’s the next big thing, it will transform how companies engage with customers and it will alter the way we do business. The metaverse creates compelling opportunities for the retail industry to engage with customers. Create superior customer experiences.

Improvements 208

Improvements Customer Social Media Retail 208

lateshipment

APRIL 2, 2021

Let’s not waste any more time and dive right into the eCommerce trends for 2021 and how they can help you improve your online business in terms of sales, CX, and customer loyalty – to thrive in 2021! . You can also focus on the channels where your customers go the most and sell to them there.

Customer Loyalty 130

Customer Loyalty eCommerce Customer Shipping Costs 130

Smile.io

JUNE 1, 2022

New customers are exciting. Bringing in new customers is a thrill–and it makes your vanity metrics look incredible. But when you dig down into the metrics that matter, you often find that your best trade comes from existing and repeat customers. Well, we’re here to tell you that building brand loyalty takes effort.

Customer Experience 88

Customer Experience Improvements Customer Customer Retention 88

lateshipment

FEBRUARY 26, 2020

Picture this : You’re a retailer based in Chicago, dealing in apparel and your loyal customer John has ordered a tux for his high-school reunion from your store. And a bad experience is nothing but a chance for your customer to put a full-stop to you and start shopping with your competitor. What is Proactive Issue Resolution?

Customer Experience 233

Customer Experience Shipping Costs Customer Shipping 233

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. Download the original guide here.

Customer Experience 279

Customer Experience Customer Shipping Costs Gifts 279

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 263

Customer Multi-channel Channel Customer Experience 263

lateshipment

JULY 14, 2021

A business’s success mainly relies on its customers. Customer satisfaction can make or break your business, making it one of the most important things that business owners should constantly monitor. As a business owner, it’s vital to understand your customers. Dull, boring, and badly designed websites frequently repel customers.

Improvements 130

Improvements Customer Social Media Shipping Costs 130

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 how are companies using AI classification to revolutionize the customer experience? Targeted Advertisements.

Customer Experience 78

Customer Experience Improvements Management Customer 78

RetailMinded

DECEMBER 6, 2022

But it seems to be picking up speed recently, with many retailers now experimenting with new technologies like chatbots and AR. Here’s everything you need to know about how digital transformation is enhancing customer loyalty in the retail space: What is digital transformation?

Customer Loyalty 59

Customer Loyalty Customer Retail Social Media 59

Omnisend

APRIL 5, 2023

This is the time to show your human side: quickly acknowledge the mistake and reassure customers that you’ve got it under control. Handled correctly, a mistake can help to increase customer loyalty. We say this from experience, because we recently made a mistake ourselves. Is this going to cost me in lost revenue?

Customer Loyalty 78

Customer Loyalty Customer Social Media Document 78

Retail TouchPoints

DECEMBER 13, 2023

Despite the surge in online shopping, physical stores remain essential for retailers, providing a space for customers to interact with products and build deeper brand connections. A well-designed store can create a memorable brand experience that strengthens customer loyalty.

Retail 312

Retail Customer Loyalty Social Media POS 312

Groove

JANUARY 19, 2022

Improving customer experience is a focal point for many online businesses. As the demand for frictionless shopping increases and consumer shopping habits constantly change, merchants must optimize their stores to accommodate shoppers at each stage of the eCommerce customer journey. What Is The eCommerce Customer Journey?

eCommerce 370

eCommerce Merchant Services Customer Payment Services 370

SheerID

JANUARY 7, 2022

Customers will share personal information in exchange for something they value. Learn how to create this exchange and build customer loyalty.

Customer Experience 88

Customer Experience Improvements Customer Customer Loyalty 88

Retail TouchPoints

AUGUST 23, 2023

Furniture brand La-Z-Boy has implemented a new omnichannel listening solution as part of its ongoing strategy to evolve the brand and grow customer loyalty. La-Z-Boy is implementing these CX insights to support a larger initiative that breaks down internal silos and supports the sharing of feedback analysis and customer trends.

Omnichannel 226

Omnichannel Social Media Customer Loyalty Customer Experience 226

Retail TouchPoints

AUGUST 4, 2021

A common theme being emphasized in the business world now more than ever is that what happens on the inside of an organization and amongst employees is often felt on the outside by its customers. Here are five workplace management strategies you can integrate into your operations to boost employee retention and increase customer loyalty.

Customer Retention 264

Customer Retention Customer Customer Loyalty Operations 264

Forrester eCommerce

SEPTEMBER 26, 2023

How customers perceive a brand influences how much they are willing to spend with the brand; whether they will recommend it to others, and; how likely they are to forgive the brand’s missteps.

Banking 392

Banking Improvements Recommendation Customer 392

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. After all, that’s where the customers are, right? As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience?

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. After all, that’s where the customers are, right? As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience?

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

365 Retail

JULY 5, 2022

Customers are becoming more vigilant about spending money. How can brands capture customer loyalty at this turbulent time? Achille Traore, CEO, White Label Loyalty. Customers are now being forced to make do with less. Take a moment to think about how you can truly be there for your customers during this time.

Customer Loyalty 71

Customer Loyalty Customer Retail Banking 71

RETAIL MANAGEMENT SOFTWARE

FEBRUARY 20, 2023

And it generates natural language responses when receiving input from a user, making it potentially useful in a variety of business applications where a human-like conversation with customers is desirable. It can be used to answer customer questions, provide product information, and even assist in the purchase decision.

Customer Experience 98

Customer Experience Retail Customer eCommerce 98

Omnisend

JUNE 28, 2021

Ecommerce personalization is the process of tailoring the content, recommendations and offers a customer sees based on their previous buying and browsing behavior, along with their demographics and personal data. 71% of consumers feel frustrated when their shopping experience is impersonal. Improved loyalty and overall sales.

Customer Loyalty 151

Customer Loyalty eCommerce Customer Recommendation 151

Retail TouchPoints

SEPTEMBER 13, 2023

For example, purchase confusion can arise (and does) when a customer sees unfamiliar names or references on bank statements. This can be as simple as adding a logo or digital receipts to each outgoing payment, thereby helping to jog customers’ memory and greatly reducing the odds of confusion when the bank statement arrives.

Shipping Costs 256

Shipping Costs Payment Services Banking Retail 256