Retail TouchPoints

APRIL 12, 2023

For their part, more mall operators are looking to diversify their tenant mix and incorporate additional brands that resonate with younger audiences. As a result, emerging brands, especially those operating primarily online, have a unique opportunity to break into brick-and-mortar by leveraging prime real estate.

Operations 334

Operations Omnichannel Customer Experience Consumer 334

Forrester eCommerce

OCTOBER 9, 2018

I love going to Japan where everything works flawlessly and where customer obsession, or “omotenashi”, is deeply engrained into the culture of every institution: this is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than schedule.

Payment Services 338

Payment Services Operations Customer Mobile Payments 338

Forrester eCommerce

NOVEMBER 1, 2021

I’ve been living and breathing the security awareness and training (SA&T) market since joining Forrester 3.5 years ago, working closely with most vendors in this market, as well as our clients.

Operations 195

Operations Marketing Management Customer 195

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.

Customer Experience 360

Customer Experience Management Customer Retail 360

Retail TouchPoints

APRIL 20, 2021

Private equity firm Luminate Capital Partners has made a strategic growth investment in Axonify , a SaaS solution that offers remote training to frontline workers. Axonify currently serves more than 160 global enterprise customers in 150+ countries around the world, including Walmart , Levi’s and new client Dollar General.

Improvements 264

Improvements Other Customer Operations 264

Retail TouchPoints

MAY 21, 2024

In this dynamic environment, making informed, data-driven decisions has become a cornerstone of competitive advantage and operational success. By analyzing data derived from network traffic, retailers can unlock profound insights into customer behavior, store performance and inventory efficiency.

Payment Services 252

Payment Services Retail Supplies Operations 252

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. The financial burden of finding, hiring and training replacement employees alone is enough to wreak havoc on an otherwise successful operation.

Customer Retention 264

Customer Retention Customer Customer Loyalty Operations 264

Retail TouchPoints

MAY 19, 2021

Alert Innovation will launch a training and career development organization focused on its Alphabot robotics solution, offering interactive programs covering topics including safety, basic operation, troubleshooting, preventive maintenance, overall system management and detailed servicing for experts.

Retail 165

Retail Operations Management Consumer 165

Retail TouchPoints

JANUARY 24, 2022

Without customers, retail businesses grind to a halt. To keep your customers from clicking over to your competitors, it’s important to remember that the service that occurs between retail customers and employees is the most significant differentiator between companies. Creating a Positive Employee Experience in Retail.

Customer 312

Customer eCommerce Operations Presentation 312

Retail TouchPoints

MARCH 24, 2023

As a result, customer flow management is more important than ever as leaders seek to empower the customer, improve the employee experience and collect actionable data to potentially scale their business. Here are just a few ways a good system can improve your business operations. Improve customer service.

Improvements 290

Improvements Management Customer Banking 290

Retail TouchPoints

FEBRUARY 27, 2024

Cyberattacks and network outages can disrupt operations and erode customer loyalty. This article delves into the evolving threat landscape, examining the impact of these disruptions on retail operations and exploring proactive measures for safeguarding businesses, customer data and reputations.

Payment Services 278

Payment Services Retail POS Operations 278

Retail TouchPoints

JANUARY 30, 2024

Generative AI (Gen AI) has brought about a seismic shift that’s reshaping customer interactions and business operations. Gen AI, with its vast potential for enhancing efficiency and personalizing customer experiences, also comes with ethical considerations.

Retail 340

Retail Customer Experience Technology Customer Data 340

Retail TouchPoints

OCTOBER 3, 2022

That’s why rethinking operations and diversifying from beginning to end can set you up to quickly change course when you need to. And to avoid possible delivery delays, using more than one shipping carrier builds resilience as well and allows you to maintain more control over your ability to serve your customers.

Shipping Costs 279

Shipping Costs Shipping Technology Gifts 279

Forrester eCommerce

MARCH 20, 2019

Happy customer service agents mean happy customers — and happy shareholders. Engaged agents also have better job performance, are more productive and stay in their jobs longer — one of the costlier factors in managing customer service operations. They also have to […].

Customer 364

Customer Operations Technology Management 364

Retail TouchPoints

MARCH 27, 2024

The retail industry can benefit from adopting new ways of allowing employees to train safely, creating a path to progress without the risks to the learner, those who are evaluating them or the brand. I have seen it everywhere, from my time as a retail and hospitality business owner to working with some of the best operators in the industry.

Retail 263

Retail eCommerce Games Workshop 263

365 Retail

MAY 15, 2024

The comprehensive integration of IT solutions across retail operations, from seamless checkouts to sophisticated cybersecurity measures, plays a pivotal role in driving success. IT departments play a critical role in enhancing these systems, ensuring they meet the demands of both the business and its customers.

Payment Services 52

Payment Services Operations POS Retail 52

Forrester eCommerce

MARCH 6, 2020

To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations. The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns.

Travel 328

Travel Retail Customer Experience Management 328

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.

Omnichannel 325

Omnichannel Customer Customer Experience Recommendation 325

Retail TouchPoints

OCTOBER 31, 2023

Results from Retail TouchPoints’ 2023 Store Operations Survey indicate that hiring and retaining associates, at 70% , and high employee turnover rates, at 67% , are their top challenges. Understand who has the skills to engage customers and who is better suited for non-customer-facing jobs,” Brown advised. “If

Omnichannel 279

Omnichannel Consumer Management Technology 279

Retail TouchPoints

NOVEMBER 30, 2022

LaFleur campaign imagery, artwork and messaging from clients that can draw in potential customers as they pass on the street; Interior design that relies on rich colors and natural textures that allow products to shine ; A high-touch retail environment that encourages guests to experience the brand; and.

Customer 278

Customer Shipping Events Clothing 278

Retail TouchPoints

MAY 12, 2023

Provide tuition reimbursement and flexible scheduling, allowing newer employees to attend training and obtain industry-relevant certifications and licenses. Flexibility in your company’s response to market trends and customer demands. Instant access to highly-skilled personnel with niche experience. Leverage AI where you can.

Customer Experience 344

Customer Experience Customer Travel Technology 344

Forrester eCommerce

AUGUST 25, 2021

Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency.

Retail 450

Retail Customer Experience Operations Improvements 450

Retail TouchPoints

MAY 8, 2024

Artificial intelligence has revolutionized the way businesses and individuals operate by using data to power tools that can analyze, respond, predict and create in a manner similar to the human brain. The quality of AI outputs is dependent, in part, on the quality of the tool’s training data. Bias concerns.

Payment Services 298

Payment Services Retail Outdoor Technology 298

Salsify

AUGUST 12, 2022

The Salsify Certification program launches the Salsify Workflow Essentials and Workflow Administration learning paths to help customers and partners drive operational efficiency.

Operations 148

Operations Customer 148

Retail TouchPoints

NOVEMBER 12, 2020

The tool seeks to help retailers capture much more customer data, and at a faster rate compared to surveys and mystery shoppers. Associates using the platform can talk to customers as they normally would, except that a mic captures their conversations. Conversions: Why did shoppers who engaged with products not make a purchase?

Multi-channel 246

Multi-channel Customer Social Media Retail 246

Retail TouchPoints

JULY 10, 2023

Unlike traditional AI that is used to detect patterns and make decisions, generative AI models use neural networks that are trained with massive amounts of data to create new and original content — all from just a few typed questions from a person. Retailers have a vast amount of data about customer shopping behavior and purchase history.

Merchant Services 279

Merchant Services Shipping Costs Retail Social Media 279

Retail TouchPoints

JUNE 26, 2020

Microsoft will shutter all its physical Microsoft Store locations as part of a “strategic change in its retail operations,” according to a statement from the company. Microsoft currently operates 73 stores in the U.S. The retail team will continue serving these customers while “building a pipeline of talent with transferable skills.”.

Operations 147

Operations Workshop Customer Retail 147

Retail TouchPoints

OCTOBER 15, 2020

The NRF Foundation has launched two new credentials in its RISE Up program in response to the coronavirus pandemic: COVID-19 Retail Operations and COVID-19 Customer Conflict Prevention. COVID-19 Customer Conflict Prevention : Focuses on strategies for avoiding and de-escalating conflicts with shoppers.

Operations 262

Operations Information Customer Retail 262

ESW

OCTOBER 2, 2023

Retailers and brands with DTC ecommerce channels often look to international markets to grow customer bases and revenue. However, this presents a unique set of challenges, particularly when it comes to global customer service. And yet customer service plays a pivotal role in shaping the success of a retail business.

Payment Services 154

Payment Services Customer Payments Omnichannel 154

Retail TouchPoints

JULY 15, 2022

The affected stores “have a particularly high volume of challenging incidents that make it unsafe for us to operate,” but one of them is unionized — and Starbucks Workers United is striking in response to what it sees as a union-busting move. Six of the affected stores are in California, six are in Washington State, two are in Portland, Ore.

Operations 299

Operations Customer Other Retail 299

Forrester eCommerce

APRIL 26, 2022

Whether you’re servicing a laptop or a train, it’s all just operations. Are you facing the dilemma of improving service work? Service outcomes depend upon knowledge workers getting things done. Service improvements require insight into what work needs to be done, who is doing the work, and where the work in progress is.

Operations 368

Operations Improvements Customer 368

Retail TouchPoints

OCTOBER 12, 2021

Everything a customer comes in to us to buy is a component to make something,” said Christopher DiTullio, Chief Customer Officer at JOANN in an interview with Retail TouchPoints. There are not a lot of individual items that you grab and go, so [the customers] need help. Everything starts with the people and the team.”.

Customer 264

Customer Customer Experience Supplies Omnichannel 264

Retail TouchPoints

FEBRUARY 26, 2024

Walmart’s new goal is to help Walmart and Sam’s Club associates train to fill approximately 100,000 “critical” jobs over the next three years, including salaried management roles as well as supervisor roles across the retailer’s stores, clubs and supply chain facilities.

Supplies 162

Supplies Management Operations Blog 162

Retail TouchPoints

MAY 2, 2023

and at Rutgers University, which is operated by Barnes & Noble College Booksellers , a separate company. Our store also continues to be short-staffed with many of us needing cross-training in a multitude of work areas,” said Desiree Nelson, Lead Bookseller at the Union Square Flagship Barnes & Noble in a statement.

Department Stores 279

Department Stores Books Management Operations 279

Retail TouchPoints

DECEMBER 20, 2023

Over three -plus years, I have had the honor of speaking with industry pros who have rich backgrounds in tech, marketing and advertising, operations, finance and so much more. The retailer has built, tested and optimized mobile-based technology to help associates feel equipped, informed and connected to serve customers across all channels.

Retail 264

Retail Supplies Merchant Services Social Media 264

Retail TouchPoints

NOVEMBER 21, 2023

GoodwillFinds customers can now purchase return assurance for any item, spanning every category on the site — from clothing and shoes to luxury and vintage items to electronics and housewares. The partnership aims to enhance the customer experience on GoodwillFinds.com, which launched in October 2022.

Other 264

Other Shipping Labels Electronics Clothing 264

Retail TouchPoints

DECEMBER 21, 2020

To future-proof your business, you need to think beyond social distancing precautions and reimagine the customer experience from the ground up. While AR has a number of valuable consumer-facing applications, in our current day and age retailers need to focus on tools for improving business operations. 2: AR for Employee Training.

Retail 312

Retail Operations Technology Travel 312