RetailDive

MARCH 21, 2024

Store customers return less than online shoppers, and some rules are boosting in-store returns of online orders, according to the ICSC.

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Customer 112

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 278

Customer Multi-channel Channel Customer Experience 278

Retail TouchPoints

MARCH 20, 2023

However, the first signs that this may be changing have appeared on Twitter, which has loosened its policy regarding cannabis to allow advertisements. Storytelling is an important part of operations , and cannabis brands also need to spend more time educating potential customers than other, more established and accepted recreational options.

Social Media 264

Social Media Channel Other Marketing 264

Retail TouchPoints

FEBRUARY 21, 2024

While this is good news for many ecommerce retailers, it has also become more and more expensive to deliver those goods to customers. This means that it’s not enough for products to be delivered quickly – customers also want to know that if those items aren’t quite what they expected, they can be returned just as quickly and easily.

Shipping Costs 280

Shipping Costs Shipping eCommerce Small Business Retail 280

Omniconvert

MAY 6, 2021

Interested in creating a returns policy that boosts sales and drives revenue? You’ll find lots of resources below to help you craft an impressive policy that’s fully customer-centric. We also take a deep dive into the why behind returns policies; why they’re important and how they can help you!

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Customer Blog eCommerce Customer Experience 78

Retail TouchPoints

APRIL 3, 2024

Consumer Study , 85% of consumers check a company’s returns policy before even making a purchase when shopping online, and 68% of U.S. consumers and retain repeat customers. Read on for actionable steps your company can take to implement a sound returns policy that will have U.S. consumers coming back for more.

Shipping Costs 249

Shipping Costs Shipping Labels Shipping Consumer 249

Forrester eCommerce

DECEMBER 4, 2020

The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer experience (CX) efforts.

Customer 323

Customer Customer Experience Improvements Management 323

Forrester eCommerce

MAY 18, 2020

More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to process and policy, and allows agents to focus on work that matters.

Operations 366

Operations Customer Technology 366

Retail TouchPoints

APRIL 29, 2022

Consider how returns are central to the customer experience and can create a competitive advantage, differentiate a brand and increase customer lifetime value. The popularity of online shopping has created enormous opportunities to reach new customers, but this has come at a cost. Turn Returns Upside Down.

Shipping Costs 312

Shipping Costs Merchant Services Customer Shipping Labels 312

Wiser

AUGUST 29, 2022

Most brands today are using what’s called a Minimum Advertised Price (MAP) policy to protect their business from resellers who could otherwise hurt their brand image, and profits, with too-low prices. Any experienced company knows how important a good MAP policy really is, both implementing it and enforcing it. at most retailers.

Retail 78

Retail Information Fulfillment Marketing 78

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.

Shipping Costs 264

Shipping Costs Customer Experience Supplies Improvements 264

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

Forrester eCommerce

AUGUST 23, 2019

Social media has created customer groups that coalesce around a brand — in effect, a union. They collectively can and will change your corporate policy. Are you ready for the empowered, technically savvy, and motivated customer? It’s the age of the customer: What are you […].

Customer 388

Customer Social Media Management 388

lateshipment

JANUARY 30, 2024

The post-purchase is an exciting phase for your customers, as it is the last station before they get to their destination called happiness from collecting their orders. WISMO requests alone make up approximately 50% of the overall customer inquiries. 5-Point Checklist To Reduce Post-Purchase Customer Inquiries 1.

Customer 130

Customer eCommerce Merchant Services Shipping 130

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

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

ESW

NOVEMBER 12, 2018

Privacy policies have never been a hot topic. However, recent changes brought about by GDPR in May led to a flood of privacy policy update emails to customers. In turn, the idea of a privacy policy took on a meme level of notoriety, invoking eye rolls and no shortage of jokes. Page Society calls “authentic advocacy.”.

Customer 87

Customer Consumer Information Other 87

ChannelAdvisor

NOVEMBER 10, 2022

What Is a MAP Pricing Policy? It is a policy a brand or manufacturer imposes on its sellers not to advertise a product below a certain threshold. . For example, a vendor who sells below MAP over the phone or behind a members-only website is still within the confines of the policy. . What Are the Benefits of a MAP Pricing Policy?

eCommerce 52

eCommerce Recommendation Channel Other 52

ChannelAdvisor

NOVEMBER 10, 2022

What Is a MAP Pricing Policy? It is a policy a brand or manufacturer imposes on its sellers not to advertise a product below a certain threshold. . For example, a vendor who sells below MAP over the phone or behind a members-only website is still within the confines of the policy. . What Are the Benefits of a MAP Pricing Policy?

eCommerce 52

eCommerce Recommendation Channel Other 52

Retail TouchPoints

FEBRUARY 26, 2024

A September 2023 study that Acquia conducted with an independent research firm found that just 56% of customers trust that brands will handle their personal data appropriately, and only 17% think that their personal data is “very secure” in the hands of companies. This happens in an environment where consumer trust is already fragile.

Improvements 317

Improvements Payment Services Consumer Banking 317

Retail TouchPoints

JULY 6, 2023

Loyalty Programs Go Green A green loyalty program builds emotional loyalty and brand advocacy, which builds customer interest, all while helping the Earth at the same time. There are many great examples of companies taking accountability for their environmental impact and using their loyal customer base to get involved.

Customer Loyalty 272

Customer Loyalty Customer Retail Financial Services 272

Forrester eCommerce

MARCH 13, 2024

This announcement follows Google Cloud’s (GC’s) plans of ridding its egress fees, announced in January (leaving Microsoft Azure as the last major cloud provider without a zero egress fee policy). Unlike Google, however, AWS […]

Customer 410

Customer 410

Ecommerce Platforms

JANUARY 17, 2018

But did you ever think about how that return and refund policy could really help out your customers? Wouldn't it be nice to have a tested return policy template that's known to help out with sales? Amazon doesn't do anything fancy, but its return policy is hard to beat. Not every return policy is going to look the same.

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Shipping Labels Shipping Costs Payment Services Shipping 128

Fabric

MARCH 7, 2024

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs One critical aspect that retailers can often neglect is the post-purchase experience for customers. The post-purchase experience refers to what happens after a customer has made a purchase.

Customer Loyalty 130

Customer Loyalty Customer Merchant Services Shipping Costs 130

Wiser

FEBRUARY 23, 2024

Strategic enforcement of Minimum Advertised Price (MAP) policies emerged as a critical component in upholding a brand’s value across various channels. By identifying products with elastic and inelastic demand, businesses can make informed pricing decisions that maximize revenue.

Marketing 78

Marketing Customer Multi-channel Channel 78

Korona

DECEMBER 6, 2022

What happens when a customer returns an item purchased in your store or eCommerce website? Customers can be dissatisfied with a product for many reasons: it arrived damaged, they ordered the wrong size, or it simply didn’t meet their expectations. What is a return policy? What are the different types of return policies?

Small Business Retail 52

Small Business Retail Payment Services Retail Shipping Costs 52

Groove

JUNE 1, 2022

How The eCommerce Customer Decision Making Process Works. The key to making data-driven decisions is to first understand how the customer decision making process works. With this fundamental knowledge, you will be able to cater to the needs of each customer segment. Think of the consumer packaged goods industry (i.e.,

Merchant Services 195

Merchant Services eCommerce Customer Customer Loyalty 195

Retail TouchPoints

APRIL 11, 2023

For some, however, this trade-off comes at the price of navigating frustrating and, at times, confusing return policies. With return policies differing from brand to brand, it can be exhausting for customers to keep track and often leads to more hassle than reward.

Customer Retention 297

Customer Retention Customer Loyalty B2B Customer 297

Retail TouchPoints

MARCH 18, 2024

In addition to the safety risk to employees and customers alike, workplace violence incidents are costly to retailers. Now, as the retail consultant at Acuity Insurance, I work with retail customers – from large multilocation retailers to small mom-and-pop shops – to help manage risks like this. A 2022 U.S.

Retail 279

Retail Information Supplies Management 279

Salsify

JUNE 21, 2022

The COVID-19 pandemic fundamentally changed the way consumers purchase and receive products, as well as how they return purchases.

Customer 147

Customer Consumer eCommerce 147

Forrester eCommerce

OCTOBER 25, 2023

In 2024, we expect that CX leaders will continue to navigate variable footing, in some cases finding themselves caught in the crossfire between new tech and old policies. Prepare yourself for the new year with a preview of our 2024 predictions.

Customer Experience 440

Customer Experience Customer 440

Korona

DECEMBER 6, 2022

What happens when a customer returns an item purchased in your store or eCommerce website? Customers can be dissatisfied with a product for many reasons: it arrived damaged, they ordered the wrong size, or it simply didn’t meet their expectations. What is a return policy? What are the different types of return policies?

Small Business Retail 52

Small Business Retail Retail Payment Services Shipping Costs 52

ESW

OCTOBER 26, 2020

That doesn’t automatically mean, however, that health-and-safety-conscious customers are willing to trust your store. You need to make your COVID cleaning and health-related policies crystal clear. It doesn’t matter if you’ve come out of the pandemic stronger and have extremely stringent health and safety policies.

lightspeed 78

lightspeed Consumer Information Shopping Carts 78

Forrester eCommerce

SEPTEMBER 20, 2023

In a 2016 New York Times Magazine profile of Ben Rhodes, President Obama’s then deputy national security adviser for strategic communications, Ben was quoted as calling the American foreign-policy establishment “the Blob.”

Magazine 458

Magazine Management Customer 458

RetailWire

DECEMBER 13, 2022

Sixty percent of retailers have changed their return policies to reduce the amount of time that consumers have to bring an item back, charging restocking fees or telling customers they will have to pay for shipping costs, according to goTRG.

Shipping Costs 40

Shipping Costs Retail Shipping Consumer 40

Retail TouchPoints

JULY 11, 2022

If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. Revolutionary even.

Customer Experience 306

Customer Experience Social Media Customer Live Chat 306

Forrester eCommerce

DECEMBER 9, 2019

For better or for worse, my family is a customer of a large bank near my home. Once in a while I step in to the branch to update documents for my mother (she still likes to see her account balance in print), or some other such need. Here’s the kicker though: Every time I […].

Document 217

Document Banking Other Customer 217