Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 285

Customer Experience Recommendation Consumer Customer 285

Retail TouchPoints

OCTOBER 27, 2021

Top-line findings from a recent Sensormatic survey reveal that while in-store shopping is expected to rise through the holiday season, what consumers are looking for while they’re there is for retailers to provide insight into product availability and alternative fulfillment offerings.

Consumer 263

Consumer Supplies Fulfillment Technology 263

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 310

Retail Customer Experience Technology Operations 310

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 219

Customer Loyalty Customer Retail Shipping Costs 219

Groove

NOVEMBER 12, 2020

A customer's first impression — better yet, first experience — with a brand often makes or breaks their purchasing decision. Make a great first impression and create a positive experience for your customers by catering to their unique needs. How To Improve Customer Experience: 5 Tips. Understand who your customers are.

Customer Experience 356

Customer Experience Improvements Customer Social Media 356

Kissmetrics

MARCH 1, 2021

One simple yet powerful marketing tool you can use to your advantage is the Google Customer Reviews feature. That’s why getting as many reviews as possible from your customers can be one of the best things you can do for your business. Google has made that easy with Google Customer Reviews.

Customer 277

Customer Merchant Services eCommerce Social Media 277

Retail TouchPoints

OCTOBER 16, 2023

However, as stringent consumer privacy laws like GDPR and CCPA make collecting customer data more difficult, brands are having to adapt their data collection strategies to adhere to new standards. The advent of these constraints has propelled the value of zero-party data (ZPD) to new heights.

Social Media 274

Social Media Consumer Information Marketing 274

RTP blog

AUGUST 8, 2018

Last week, Retail TouchPoints unveiled its inaugural Personalization Benchmark Survey , revealing how retailers have reaped the benefits of personalization strategies as well as identifying where there is still room for improvement. With 66% of retailers crediting personalization strategies with increasing their sales, and 46%.

eCommerce 150

eCommerce Social Media Consumer Improvements 150

Retail TouchPoints

MAY 1, 2024

What was once a transactional pitstop becomes a destination inviting customers to develop a deeper connection to the brands they love. By crafting a compelling story around the brand or products, retailers can forge a profound and enduring connection with customers. Customers become invested in earning rewards and badges.

Technology 276

Technology Arts Payments Customer Loyalty 276

Kissmetrics

NOVEMBER 5, 2020

Creating a customer journey map is enough to make even the best marketer freeze in their tracks and realize how little they really know about their prospects. Starting Fresh: The Basics of the Customer Journey Map. If not, a survey can give you a clear picture of who your audience is and what they do. Let’s take a closer look.

Customer 349

Customer Social Media Comparison Shopping Information 349

Retail TouchPoints

APRIL 16, 2024

Customer satisfaction and loyalty are paramount in today’s competitive ecommerce landscape, since customers have countless brands, retailers and marketplaces to choose from. Even the best products and online storefronts fall flat if customers aren’t happy with one tiny part of their experience.

eCommerce 147

eCommerce Improvements Consumer Customer 147

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

Retail TouchPoints

MAY 25, 2022

This is before they even address the issue of managing customer data. Customers are also becoming more wary of the way retailers are storing their data. Strong data protection vision and strategy, brought to life in clear practices, create a sense of trust and enhance customer loyalty. Balancing Privacy and Personalization.

Customer Loyalty 303

Customer Loyalty Customer Consumer Gifts 303

Forrester eCommerce

AUGUST 11, 2021

Imagine a highly qualified candidate for an important role at your company reaches out to a current employee asking if they are happy and if they would recommend working for your organization. Data from Forrester’s The State Of Customer Obsession 2021 survey demonstrates that […]. Is the reply a heart emoji? A teardrop?

B2B 318

B2B Recommendation Customer Customer Experience 318

Retail TouchPoints

APRIL 25, 2023

Customer Tools Enable Greater Discovery Customer-facing additions include the new discovery shopping feed, powered by Klarna’s in-house AI recommendation engine. The feed was designed to give shoppers highly personalized recommendations to make it easier to find items relevant to their needs.

Payment Services 287

Payment Services Social Media Recommendation Consumer 287

Retail Technology Review

MAY 18, 2021

Poor delivery experiences will significantly impact on whether a recipient recommends a retailer, with almost three quarters (72.5%) of customers who shop online saying they are likely or very likely to stop recommending a retailer following a poor delivery experience.

Recommendation 70

Recommendation Customer Retail Internet Retail 70

Kissmetrics

DECEMBER 9, 2020

Every great site has a powerful customer testimonial page. It’s formed by compelling quotes from current customers that make a product or service seem like such an obviously good idea, anyone would sign up. In fact, 92% of customers report they read online reviews before making a purchase decision. And testimonials are powerful.

Customer 301

Customer Merchant Services Recommendation Channel 301

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

JUNE 15, 2020

Consumer Pulse Survey conducted during the first week of June. When the Centers for Disease Control and Prevention (CDC) surveyed more than 4,000 U.S. For 79% of that group, the loosening of government restrictions is not a sufficient incentive for them to regularly return to stores, restaurants or other out-of-home activities.

eCommerce 137

eCommerce Consumer Retail Payment Services 137

ChannelAdvisor

NOVEMBER 8, 2023

Brands and retailers spend their whole careers chasing down answers to these questions — but we’ve revealed them in our 2023 global online survey results. Our 2023 Online Consumer Behavior Global Report covers the trends shaping global e-commerce today with survey findings (in partnership with Dynata) from over 6,000 consumers worldwide.

Consumer 52

Consumer eCommerce Consumer Electronics Multichannel 52

Retail TouchPoints

DECEMBER 27, 2023

When surveys and focus groups occur before a product launch, participants often don’t have any practical experience with the product yet, and insights are more guesswork into how the public may react. Improved customer service. Enhanced demand planning. The concept is simple, but the stakes are high.

Improvements 250

Improvements Supplies Consumer Operations 250

Retail TouchPoints

AUGUST 23, 2023

The survey found that more than half ( 53% ) of millennials worry about purchasing their first home, and their most significant hesitation had to do with renovations and home improvements. The Home Depot is tapping into this value by creating a branded content destination to support young homeowners.

Workshop 242

Workshop Consumer Improvements Recommendation 242

Retail TouchPoints

MARCH 12, 2021

PowerReviews surveyed more than 10,000 consumers to uncover the psychology and motivations behind product reviewers across four generations: Boomers, Gen X, millennials and Gen Z. The online survey, which took place in October 2020, polled active shoppers across the United States who have opted in to offers and discounts from retailers.

Customer 161

Customer Consumer Improvements Other 161

Retail TouchPoints

MARCH 24, 2023

“Now, retailers will be able to enhance their digital properties with better product discovery experiences, creating more fulfilling shopping experiences for their customers.” In just three months we’ve already seen search volume increase 48% and our bounce rate on visits has decreased three-fold.

Shopify 303

Shopify Merchant Services Recommendation eCommerce 303

Wiser

APRIL 24, 2023

Whether it’s restaurants, big chains, local businesses or anything in between, shoppers turn to ratings and the testimony of other customers to lead them in the right direction. Furthermore, 85 percent of customers say that they trust online reviews as much as personal recommendations. Why Are Customer Reviews Important?

Customer 157

Customer Social Media Consumer Recommendation 157

Retail TouchPoints

MAY 31, 2022

This goes for the lessons learned by retail brands as they operated through one crisis-induced challenge after the next, navigating the ups and downs of the pandemic as best they could, while meeting unprecedented customer demand. AI-powered personalized recommendations. The Gen Z Factor.

Mobile 326

Mobile Customer Data Recommendation Fashion 326

Retail TouchPoints

FEBRUARY 24, 2023

Nearly all (93%) consumers surveyed in PwC’s most recent Holiday Outlook shared that trust is a top influencer in their buying decisions. The resulting impact is exponential — when a company earns their trust, 90% of consumers say it also earns a recommendation to friends and family. Pre-pandemic, that number was 70%.

Consumer 249

Consumer Social Media Recommendation Apparel 249

Retail TouchPoints

MARCH 11, 2022

From labor shortages to supply chain disruptions, retailers are up against significant challenges that are disrupting the industry as a whole and shaking up overall measures of both customer and employee satisfaction. At the same time, the average number of brands customers purchase from has seen noticeable gains.

Customer 284

Customer Retail Customer Experience Outdoor 284

Retail TouchPoints

SEPTEMBER 27, 2023

Indeed, the study — which over a one-week period in May 2023 surveyed 779 adults who had purchased a product or service from a new-to-them brand within the previous six months — made clear that shopping is now an ongoing part of daily life for most consumers, rather than an occasional, or often even intentional, behavior.

Social Media 298

Social Media Multi-channel Consumer Comparison Shopping 298

365 Retail

OCTOBER 30, 2023

A comprehensive survey by Tyl by NatWest offers a deep dive into the changing relationship between consumers and retailers, examining the factors that attract shoppers to both small boutiques and large commercial outlets. This means businesses need to look after their customers better than ever.

Small Business Retail 111

Small Business Retail Shipping Costs Customer Experience Customer 111

Retail TouchPoints

APRIL 26, 2022

Brands are facing a customer data conundrum. states introduced more than 160 consumer privacy-related bills in 2021 — retailers would be remiss to not use zero-party data to engage their customers. And with rising acquisition costs, retaining customers long-term is priceless. Zero-Party vs. First-Party Data.

Customer 214

Customer Retail Information Consumer 214

Retail TouchPoints

DECEMBER 14, 2023

Customers have come to expect more than just a transaction – they crave personalized interactions, transparent communication and a streamlined journey from click to delivery. The Unseen Costs of a Poor Post-Purchase Journey Bad customer experiences can lead to shoppers leaving your business, even if they love your brand. In the U.S.,

Customer Experience 256

Customer Experience Shopping Carts Presentation Social Media 256

Retail TouchPoints

JANUARY 8, 2024

In fact, according to the 2023 National Retail Security Survey conducted by NRF, Appriss Retail and the Loss Prevention Research Council, 68.8% Just last year, in the National Retail Security Survey, retailers reported $112.1 of retailers believe external theft unrelated to ORC was more of a priority in 2023 than 2022.

Recommendation 237

Recommendation Omnichannel Shipping Costs eCommerce 237

Retail TouchPoints

JANUARY 5, 2023

Although many customers are “brand loyal,” given the economic environment, stressed consumers nowadays will most often make retailer and product choices with price as the main factor. Retail Dive reported on a Morning Consult survey which revealed that 85% of U.S. But what does price really mean? Today’s Consumer Mindset.

Shipping Costs 289

Shipping Costs Merchant Services Channel Consumer 289

Smile.io

APRIL 30, 2024

Customer engagement is a crucial aspect of any successful marketing strategy. It helps build long-lasting customer relationships and boosts brand loyalty.    But how do you boost customer engagement ? You then use this data to create custom email campaigns with relevant content and offers. Matt Hennessy - Smile.io

Customer 60

Customer Shopping Carts Shipping Costs Subscription 60

RTP blog

JUNE 10, 2019

At the same time, the notion of customer loyalty has never been more important. According to the Wharton School’s Marketing Metrics , the probability of selling to an existing customer is 14X more than attracting a new one. Knowing where a retailer stands with its customers has never been more important.

Customer 150

Customer Customer Loyalty Social Media Recommendation 150

Retail TouchPoints

MARCH 11, 2021

The survey — a hybrid online and computer-aided telephonic interview (CATI) survey of 140+ U.S. The report also identified the need for retailers to create frictionless customer experiences across physical and digital touch points. Give store associates the tools they need for digital interactions with customers.

Fulfillment 313

Fulfillment Order Fulfillment Shipping Costs Social Media 313