Retail TouchPoints

DECEMBER 27, 2022

Instead, these brands need to meet customers where they already are and adhere to their communication preferences — which currently, perhaps surprisingly, points to voice. In fact, 73% of consumers currently connect with businesses via voice calls, and one-third plan to do even more business through voice in the next year.

Customer 320

Customer eCommerce Retail Customer Experience 320

Retail TouchPoints

NOVEMBER 14, 2022

But amid volatile market changes, ever-evolving customer expectations and increased competition online, this is increasingly challenging to realize. Competitive pricing is a key strategy to build customer loyalty and increase sales. Customer support. Enter artificial intelligence (AI). Competitive pricing.

Customer Loyalty 343

Customer Loyalty Operations Improvements Customer Experience 343

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

AUGUST 23, 2022

Gap has launched a fulfillment service for retailers called GPS Platform Service , offering omnichannel fulfillment using Gap’s nationwide distribution network and handling tasks including delivery to customers or stores, returns initiation and processing at its fulfillment centers.

Fulfillment 243

Fulfillment Retail Supplies B2B 243

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 337

Customer Experience Management Customer Retail 337

Retail TouchPoints

MAY 18, 2021

Telia — a telecommunications company in the Nordic and Baltic states — is piloting a new self-service store model in Tartu, Estonia, as it looks for cost-effective ways to serve customers in regions where full-service offices aren’t in place.

Telecommunications 289

Telecommunications Customer Technology Improvements 289

Kissmetrics

SEPTEMBER 17, 2020

The best VoIP phone services create exceptional customer experiences. And exceptional customer experiences work wonders for your bottom line. Imagine this: a potential customer calls the sales number listed on your website. But choosing the right service feels like a daunting task. Phone call capabilities.

Mobile 363

Mobile Document Download Recommendation 363

Retail TouchPoints

MAY 5, 2022

During the COVID-19 pandemic, homebound consumers became digital-first natives as they turned to self-service channels to manage their lives and satisfy their shopping needs. Customers want service, responsiveness and results, and they want it all now. Only 4% call first. It begins with self-service.

Retail 243

Retail Customer Experience Channel Technology 243

Retail TouchPoints

JANUARY 11, 2024

Today’s shoppers expect real-time responses, seamless omnichannel shopping, virtual shopping assistants, customized offers and more. In fact, nearly all (95%) of retail decision makers in our recent research say that generative AI will have an impact on customer experience. Support and scale customer service.

Retail 255

Retail eCommerce Technology Social Media 255

Retail TouchPoints

APRIL 27, 2021

We’re talking specifically about Amazon’s cloud computing division, Amazon Web Services (AWS), which has been in the headlines recently because the group’s top exec, Andy Jassy, will become the future CEO of Amazon when Founder Jeff Bezos steps down later this year. Call centers at Morrisons and Petco ? That started with AWS.

Retail 331

Retail Technology Recommendation eCommerce 331

Forrester eCommerce

JANUARY 27, 2020

Are you leading or managing customer service? Our data shows that with digital transformation, the volume of calls in call centers goes up. Then you, like many of your colleagues, might be looking for ways to reduce its costs.

Customer 276

Customer Management Customer Experience 276

Retail TouchPoints

NOVEMBER 2, 2022

Discount Tire worked with retail experience agency ChangeUp to ideate and execute this new store concept, which gives customers a racetrack pit-crew style experience that puts them in the driver’s seat of the shopping journey. “We Putting Technology at the Center of the Experience.

Automotive 263

Automotive Customer Mobile Recommendation 263

Retail TouchPoints

MARCH 1, 2024

While the retailer will be focused on improving existing store experiences at scale moving forward, Best Buy is planning to “open a few additional outlet centers and new formats to continue to test two important concepts,” said Barry. Best Buy closed 24 stores in FY 2024 and plans to close 10 to 15 in FY 2025.

POS 274

POS Omnichannel Mobile Improvements 274

Retail TouchPoints

NOVEMBER 17, 2023

The Stitch Fix value prop has always centered around its robust data and analytics strategy — with so much insight into consumer behaviors and preferences, stylists can match shoppers to the perfect wardrobe pieces. Consumers can simply call or text the hotline number, 415-949-1002, with their question or concern.

Social Media 147

Social Media Multi-channel Gifts Fashion 147

Retail TouchPoints

MARCH 31, 2023

Called “RealService,” the enhanced concierge-style service offers sellers a more personalized experience that is, in part, a bid by the platform to secure more high-value inventory. We have exceptionally high standards when it comes to service.

Social Media 242

Social Media Customer Marketing Channel 242

Retail TouchPoints

NOVEMBER 13, 2020

David’s Bridal has launched a messaging-powered experience for customers led by concierge bot “Zoey.” The chatbot, which is powered by LivePerson , combines automated technology with live agents to give customers white-glove service through Apple Business Chat. of total contact center traffic at David’s Bridal.

Management 184

Management Improvements Books Events 184

Retail TouchPoints

MARCH 6, 2024

Photo credit: Dolphin Centre Ibrahim is adamant that The Dolphin isn’t really a “shopping center” anymore, but that’s definitely what it was more than three years ago when he started his tenure at LGIM. They also wanted to “go beyond just buying products on shelves and reframing the customer experience.

Small Business Retail 260

Small Business Retail Events Merchant Services Consumer 260

Retail TouchPoints

JANUARY 13, 2022

Blue Yonder has launched several microservices under its Luminate Commerce portfolio, with the goal of helping retailers meet the last mile demands of their customers. The individually deployable, augmentative microservices are designed to improve the shopper experience by helping retailers ensure order and fulfillment accuracy.

Fulfillment 248

Fulfillment Management Omnichannel Order Fulfillment 248

RTP blog

JUNE 30, 2017

By James Ramey, DeviceBits Assisting customers on a brand’s products and services has provided countless solutions to the number of daily customer inquiries. On the surface, it seems agents have everything they need to provide a valuable customer experience for the customers they are interacting with.

Customer 150

Customer Information Customer Experience Consumer 150

Retail TouchPoints

JULY 28, 2021

Retailers will be able to access Walmart’s cloud-based services to reach new customers through Marketplace and offer national two-day shipping through Walmart’s Fulfillment Services. Commercializing our technologies and capabilities helps us sustainably reinvest back into our customer value proposition.”. in a statement.

Other 290

Other Multi-channel Shipping Costs Retail 290

Retail TouchPoints

JUNE 28, 2023

Casey’s sees a large footprint, customer-centered convenience and restaurant-quality food as key elements that will help differentiate it from competitors in the c-store space. Casey’s plans to continue to build a culture that puts service first and takes pride in caring for shoppers, their communities and Casey’s team members.

Food and Beverages 261

Food and Beverages Operations Improvements Technology 261

Retail TouchPoints

OCTOBER 5, 2021

We realized that our customers’ definition of ‘convenience’ had changed. Customers want personalized, convenient shopping experiences. In fact, according to Forrester, customers are 2.4 Brands and retailers need to rethink what it means to provide that level of service and convenience now that expectations have changed.

Omnichannel 266

Omnichannel Customer Loyalty B2C B2B 266

Kissmetrics

NOVEMBER 30, 2020

When your human team has trouble managing your customer service needs with sticky notes and cluttered inboxes, you need a new solution. Customer service software lets you keep all of your tasks in the right baskets without losing track of anything. It also boosts your customer satisfaction and lightens your agents’ load.

Live Chat 239

Live Chat Customer B2B Social Media 239

Retail TouchPoints

SEPTEMBER 21, 2020

It started in the runup to the 2018 midterm elections: Hundreds of companies, including many retailers, joined nonpartisan efforts to encourage voter participation through a business-led coalition called Time to Vote. But taking a partisan approach to civic engagement can alienate employees or customers in today’s hyperpartisan environment.

Sporting Goods 264

Sporting Goods Retail Department Stores Arts 264

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

MAY 15, 2023

Today, 76% of the products customers order are fulfilled from facilities within their region, Amazon said, and as a result the company said it expects 2023 will be the fastest year yet for customers in terms of delivery speed. Amazon has been overhauling its logistics network to “regionalize” where inventory is located across the U.S.

Shipping Costs 270

Shipping Costs Fulfillment Travel Shipping 270

Retail TouchPoints

FEBRUARY 17, 2022

Ultimately, the widening gap between surging demand and scarce supply of same-day and next-day delivery services makes Latin America especially ripe for lucrative investment opportunities in last-mile delivery platforms. The tide is slowly beginning to turn though as investors realize the untapped potential of last-mile delivery services.

eCommerce 336

eCommerce eCommerce Marketing Technology Fulfillment 336

Retail TouchPoints

NOVEMBER 1, 2023

Now Google is rolling out its own set of AI tools designed to help merchants create and manage their product imagery, called Product Studio. Merchant Center Next users and will include an AI-powered text-to-image scene generation feature for product backgrounds. The tools will be available first to U.S.

Merchant Services 245

Merchant Services Small Business Retail Social Media Shopify 245

Retail TouchPoints

JUNE 14, 2022

And just as the metaverse will change the way that we shop, communicate and socialize, it will also change how customer service is delivered. Like the physical world, goods and services sold and consumed in the metaverse are not immune to issues that require customer service to solve. Here’s how….

Merchant Services 252

Merchant Services Customer Retail Presentation 252

Retail TouchPoints

MAY 6, 2021

Last-mile delivery occurs in the final phase of the supply and distribution chain, where the purchase reaches the end customer. But many retailers are seeing opportunities in using those locations as micro-fulfillment centers. Others with the technical expertise and resourcing are creating custom AI solutions internally.

Fulfillment 343

Fulfillment Department Stores Supplies Financial Services 343

Retail TouchPoints

JANUARY 24, 2023

The marketplace’s global tech, currency, translation services and call center has helped with scaling up to 200 countries. Retailers definitely see the advantages of operating their own media networks, leveraging their rich first-party customer data and multiple touch points.

Food and Beverages 277

Food and Beverages BigCommerce Home Furnishings PayPal 277

Ecommerce Platforms

JANUARY 15, 2023

In this LiveChat vs Zendesk comparison, we’re examining two popular tools for delivering valuable messaging-based support to customers. Today’s LiveChat vs Zendesk review looks at the functionality and features of two popular solutions from the customer service landscape. Here’s everything you need to know. Let’s dive in.

Live Chat 196

Live Chat Multi-channel Social Media Channel 196

Ecommerce Platforms

JANUARY 15, 2023

In this LiveChat vs Zendesk comparison, we’re examining two popular tools for delivering valuable messaging-based support to customers. Today’s LiveChat vs Zendesk review looks at the functionality and features of two popular solutions from the customer service landscape. Here’s everything you need to know. Let’s dive in.

Live Chat 196

Live Chat Multi-channel Social Media Channel 196

Kissmetrics

JANUARY 15, 2021

Making a personal connection can be an effective way to increase sales, but the cost of personally reaching out to each customer is prohibitive. In addition to it being costly, phone calls are also time-consuming. Most sales reps handle a high volume of calls, many of which don’t even reach a human on the other end of the line.

Live Chat 270

Live Chat Automotive Marketing Customer 270

Retail TouchPoints

MAY 21, 2021

This marks the culmination of the original CVS Beauty Mark commitment made in 2018 to educate customers about the difference between authentic and digitally altered photos. CVS Pharmacy has reached its goal of full transparency for beauty imagery that is produced by and for CVS Pharmacy. before the COVID-19 pandemic).

Beauty and Health 259

Beauty and Health Improvements Other Customer 259

Retail TouchPoints

MARCH 26, 2024

Retail brands need a compelling rationale to establish fair and just connections with customers through a privacy-centric approach for a successful zero-party data strategy. One strategic approach involves guiding customers to explore new product categories, all finely tuned to their preferences and interests.

Retail 253

Retail Apparel Consumer Clothing 253

Retail TouchPoints

APRIL 5, 2023

Digital shoppers will be able to speak with 100 of the retailer’s coaches, through real-time chat or video calls during which the associate will walk through a store to help the customer build a routine. Everything that we do is to reduce friction and empower our customers to do what they need to do to live well.

Omnichannel 260

Omnichannel POS Mobile Operations 260