Retail TouchPoints

OCTOBER 27, 2020

IKEA has partnered with Google Cloud to improve it technological capabilities, including the implementation of AI and machine learning tools, upgrading omnichannel capabilities and exploring new customer service offerings.

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Omnichannel Customer Customer Experience Recommendation 325

Retail TouchPoints

JULY 20, 2022

OSF Digital’s Digital Strategy team (formerly known as FitForCommerce) developed the 2022 Omnichannel Retail Index (ORI) to establish a benchmark for current practices and, most importantly, provide a set of actions and recommendations for the future. Loyalty programs. These key investments and opportunities include: Mobile experience.

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Omnichannel Retail Mobile Social Media 265

Retail TouchPoints

JUNE 23, 2020

Australia-based Stateside Sports has partnered with Emarsys to harness the solution provider’s fully integrated customer data platform to fuel its future expansion. The retailer hopes to eliminate silos and unify customer data to drive more intelligent omnichannel engagement across email, mobile, social media, SMS and its retail stores.

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Customer Data Omnichannel Customer eCommerce 290

Retail TouchPoints

NOVEMBER 17, 2023

When customers place ecommerce orders, the last thing they want is an unhappy surprise. The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. In other instances, customers might expect an upgrade for their trouble.

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Shipping Costs Customer Experience Supplies Improvements 253

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 234

Shipping Costs Improvements Live Chat Retail 234

Retail TouchPoints

MAY 24, 2022

British retailer Asda is enhancing its end-to-end supply chain and retail operations by partnering with Blue Yonder to improve order management. These investments align with the company’s intentions to strengthen its omnichannel strategy and a three-year plan to invest $1.3

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Fulfillment Omnichannel Supplies Clothing 271

Retail TouchPoints

MAY 31, 2023

Adopting NewStore’s modular, mobile-first omnichannel cloud platform will allow Filson and Shinola store associates to provide more personalized service by consolidating customer, order and inventory data into one iOS app. Filson operates a total of 14 stores in the U.S., Canada and Japan. Shinola operates 21 stores across the U.S.,

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Omnichannel Payment Services POS Jewelry 217

Retail TouchPoints

JANUARY 28, 2022

The ability to react quickly to customers’ needs is extremely important to us, and with Aptos technology we will be able to optimally position inventory to maximize sales, reduce stockouts and delight shoppers,” said Todd Steiner, Chief Information and Technology Officer at Finish Line in a statement.

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Omnichannel Improvements Technology Operations 255

Retail TouchPoints

MAY 3, 2023

million new customers the grocer attracted that year. While inflation is undoubtedly driving unprecedented demand for affordable groceries, we know that once customers experience the Aldi difference, they keep shopping with us, even when the economy improves,” said Jason Hart, CEO of Aldi U.S. million new customers this year.

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Omnichannel Customer Experience Improvements Customer 233

Retail TouchPoints

NOVEMBER 11, 2021

Blueshift is expanding the journey orchestration of its AI-powered SmartHub Customer Data Platform (CDP) across all customer experience touch points, including support, commerce, sales, loyalty, product and other CX channels. Blueshift’s SmartHub CDP aims to merge the benefits of both CDPs and campaign management platforms.

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Omnichannel Customer Retail Customer Data 147

Retail TouchPoints

APRIL 20, 2023

omnichannel growth strategy over the next three years — the largest investment the retailer has made in nearly four decades of operating in the country. ramp up our fulfillment capacities and make our offer even more relevant to local customers’ needs and dreams.” Ikea will invest more than $2.2 billion in its U.S. We know U.S.

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Omnichannel Home Furnishings Fulfillment Operations 244

Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

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Customer Experience Management Customer Retail 331

Retail TouchPoints

MARCH 3, 2023

Our most recent restructuring activities will allow us to invest more in our customer-facing labor and at the same time drive increased ability to flex labor spend with revenue fluctuations,” said Corie Barry, CEO of Best Buy during a call with investors. The first location, a 5,000-square-foot shop in Monroe, N.C.,

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Operations Omnichannel Technology Improvements 297

Retail TouchPoints

MAY 13, 2024

Among other things, this requires UrbanStems to increase its customer service staff from approximately 16 people to 200 during these high-pressure periods. While UrbanStems has been using Zendesk solutions for nearly six years, this is the first time the retailer has deployed its AI tools to support customer service.

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Customer Management Gifts Document 225

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. Where can you improve?

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Omnichannel Live Chat Channel Improvements 247

Retail TouchPoints

SEPTEMBER 16, 2022

Rogers & Hollands , an omnichannel jewelry retailer, recently implemented Oracle Retail Xstore Point-of-Service throughout its more than 70 stores. BTM Global was instrumental in helping us rapidly deploy the new mobile retail POS and driving quick wins to evolve our in-store guest experience.”.

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POS Mobile Customer Jewelry 261

Retail TouchPoints

JANUARY 29, 2024

Store-based fulfillment of customer orders got an enormous boost during the COVID pandemic, when both curbside pickup and delivery offerings became survival tactics for so many retailers. And the percentage of respondents that don’t sell on or operate marketplaces shrank this year, from 16% in 2022 to 9% in 2023.

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Fulfillment Shipping Costs Omnichannel Retail 277

UpSellIt

JULY 13, 2023

In today’s competitive landscape, embracing an omnichannel retail strategy has become essential for businesses to thrive. By seamlessly integrating multiple channels, retailers can provide a cohesive and personalized shopping experience for their customers. What is Omnichannel Retailing? What is Omnichannel Retailing?

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Omnichannel Multichannel Payment Services Retail 101

Optimizely

MAY 27, 2020

SMS & MMS Expansion Since April, you’ve had the opportunity to roll out your SMS Marketing strategy or create omnichannel campaigns by complementing your emails with text messages. And if you find that your shoppers have been responding, you can create a custom report to find out what exactly they’re saying.

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Improvements Customer Recommendation Omnichannel 195

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.

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Customer Loyalty Customer Arts Omnichannel 233

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.

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Customer Experience Technology Customer Fulfillment 311

RIS News

FEBRUARY 21, 2024

Delivery is a growing omnichannel experience. Exploding out of necessity during the pandemic, consumers continue to show a post-pandemic preference for having goods brought directly to their homes – such as a meal, clothing, or even groceries for the family.

Customer Loyalty 80

Customer Loyalty Improvements Customer Clothing 80

Retail TouchPoints

APRIL 15, 2021

is deploying a new order management system (OMS) as the home décor retailer seeks to offer a more modern omnichannel customer experience and improve in-store fulfillment. At Home Group Inc.

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Omnichannel Fulfillment Operations Customer Experience 195

Omnisend

DECEMBER 15, 2020

When your customers make a purchase, they’re thinking about getting the product and not about things like customer support. When that time comes, the customer will look to contact the company. What is Omnichannel Support? This way, your customers always get accurate answers. Higher customer satisfaction rates.

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Omnichannel Live Chat Customer Social Media 148

Wiser

FEBRUARY 6, 2023

A shopping experience that spans channels, allowing customers to engage with a brand online, in-store, and in between. This means that any businesses that aren’t already creating an omnichannel experience are lagging behind. What Is an Omnichannel Retail Strategy? Why Should You Adopt an Omnichannel Retail Strategy?

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Omnichannel Channel Social Media Consumer 145

Retail TouchPoints

JULY 29, 2020

Ready to grow even further, the company launched a digital transformation to swap out its legacy systems, advance customer knowledge through data and provide a truly omnichannel customer experience. It was fraught with opportunities to disappoint a customer,” Larocque said.

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Omnichannel eCommerce POS Operations 276

Retail TouchPoints

AUGUST 9, 2023

Financial services and POS solution Square has launched a new consumer-facing app that lets customers search, discover and book appointments with beauty and personal care professionals. We believe Square Go is an important step in helping sellers make more sales by offering seller discovery and exceptional customer experiences.”

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Books Merchant Services Payment Services Customer 223

Retail TouchPoints

AUGUST 28, 2020

“I think you have to lead, and I don’t think you can lead by saying, ‘Well, 50% of our customers just shifted over to this, we think that’s going to be a growing trend and it’s going to hit 60% in the next 12 months so we should get ahead of it,’” said Paul Conder, VP at CallisonRTKL in an interview with Retail TouchPoints.

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Omnichannel Retail Social Media Customer 334

Optimizely

DECEMBER 21, 2017

But before you run off, let me tell you about an ecommerce trend that will actually help you better sell to customers and ensure their (undying) loyalty. Contextual commerce harnesses another trend you’ve probably heard a lot about — omnichannel. How can contextual commerce improve loyalty? What is contextual commerce?

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Customer Loyalty Improvements Customer Merchant Services 191

Retail TouchPoints

MARCH 24, 2021

With returns of online purchases rising 148% in 2020 based on year-over-year comparisons, according to the National Retail Federation , retailers are seeking to improve the shopper’s experience while also streamlining the many elements involved in processing returns.

Improvements 229

Improvements Omnichannel Fulfillment eCommerce 229

Retail TouchPoints

FEBRUARY 5, 2021

Post-holiday season for retailers is a period of recovery centered around understanding what happened during the holiday and how to move forward with the transaction cycle, while also preparing for ongoing omnichannel business. Post-Holiday Omnichannel Success. Post-Holiday Challenges. Fostering Systems Integration and Visibility.

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Omnichannel Payment Services Specialty Retailers Customer Loyalty 179

Retail TouchPoints

APRIL 12, 2021

Bed Bath & Beyond has launched the “Home, Happier” omnichannel brand campaign, designed to inspire shoppers to celebrate the role the home plays in their lives. The new uniform is designed for comfort and to reflect Bed Bath & Beyond’s commitment to making customers feel welcome and enable them to easily find assistance. “To

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Omnichannel Technology Improvements Customer 198

Pivotree Blog

JANUARY 11, 2024

If you’ve adopted a thriving omnichannel strategy, your retail establishment likely provides customers with both online and in-store purchasing options. Also known as BOPIS (buy-online-pickup-in-store), this facility allows customers to purchase products online and collect them from physical stores.

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Omnichannel Payment Services Customer Shipping Costs 52

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.

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Customer Multi-channel Channel Customer Experience 262

Retail TouchPoints

SEPTEMBER 20, 2022

Fortunately for most brands, increased costs associated with building audiences in new channels may result in the kind of long-term customers and revenue that they need to survive whatever comes next. At the same time, modern direct mail takes advantage of the same custom audience modelling that brands are used to in digital and social.

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Omnichannel Marketing Social Media Channel 262

lateshipment

APRIL 28, 2024

From brick-and-mortar to e-commerce, businesses have been running successfully all these years by building their foundation on just a question — “What do customers want?” So, coming back to the question, “ What do customers want?” The Need To Focus On CX In Today's Business Landscape Customer demands are never the same.

Customer Experience 130

Customer Experience eCommerce Customer Merchant Services 130

iVend

APRIL 17, 2023

iVend for Magento ChatGPT is used by retailers to enhance their omnichannel strategy. Like all forms of AI, it is trained on massive amounts of natural language data, and continues to improve its skills the more it learns. So how does chatGPT play a role in omnichannel retail POS?

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POS Omnichannel Retail Social Media 98