3 notable trends in the retail apparel industry

Vision Critical

Apparel companies are hanging by a thread as consumers spend less money on stocking their closets , preferring to express themselves through social media rather than by what they wear and favoring weekend getaways over new clothes. Innovation Customer Experience retail fashion apparel

Nike versus Adidas: Who will win the digital transformation race in apparel retail?

Vision Critical

This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Nike: Making apparel retail personal. Great minds think alike—even fierce competitors.

What Retailers Should Know About The Online Apparel Boom


The apparel and accessories sector of the retail industry is experiencing major changes, with retailers seeing more business happening online than ever before, according to a recent report from Internet. Customer Experience Research Retail Apparel Internet Retailer

What CX Intelligence reveals about the men’s apparel market (infographic)


Over the last decade, the men’s apparel market has shown steady growth, outpacing even women’s apparel, and is expected to contribute upwards of $40 billion in sales to the global. Analytics & Measurement Research & CX Data Apparel CX Metics Infograph Menswear Retail

What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report


Online sales of retail apparel and accessories is seeing huge growth, both here in the U.S. The post What’s driving Success in Apparel? Customer Satisfaction Retail Apparel customer satisfaction ForeSee reports FXI Scores

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester


TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. million VIP members selling throughout North America, Europe, and Australia.

Retail’s Hail Mary: Why Retailers are Betting on In-Store Data Insights

Think Customers

Squeezed by online competitors and evolving customer tastes, Macy’s, Sears, The Limited, and American Apparel have said they will be closing some or all of their stores.

Augmented World – How AR Transforms Customer Experience


Brazilian retailer C&A displays its apparel on innovative clothing hangers that show how many Likes each item has collected from the social-media community. AR apps makes shopping for apparel easier. TryLive Apparel and Dressing Room by Gap allow customers to select a garment from the virtual shelf, and then choose their clothing size and body shape.

Google’s ‘Shop the Look’ Tries to Declutter Mobile Shopping

Think Customers

On Tuesday, Google introduced a “Shop the Look” program that lets smartphone users purchase apparel and other products through the images that appear in response to search terms. Earlier this week, Google unveiled its latest effort to help retailers boost sales through mobile devices.

The missing piece in your approach to product innovation

Vision Critical

In The Human Side to Product Innovation , retail apparel company Chico’s and construction tool manufacturer DEWALT will reveal how they use authentic, ongoing insight to create better products.

Have You Hard Wired Service Recovery into Your Organization?

Wired and Dangerous

Not only do we enjoy their high quality apparel, we value their over-the-top customer service. Customers today are Fickle –much quicker to leave if unhappy. They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.

Improving Customer Experience Through A/B Testing Your Customer Service

Joe Rawlinson

For instance, if you are an apparel retailer, you could create mutiple variations of script each for complaints such as ‘wrong size of product’, ‘damaged apparel’, ‘item does not look like advertised’, and so on.

4 examples of direct-to-consumer initiatives—and what you can learn from them

Vision Critical

Its DTC approach is based on the premise that consumers will increasingly use their phones to purchase shoes and apparel and that it must lead in digital to maintain its market share. There was a time when the only way to get a Dell computer was to go directly to the company.

Why a startup mentality may not help big brands

Vision Critical

” The apparel retail brand acquired a consumer data and analytics company so it can use data to treat every customer as a unique individual. Large brands are increasingly turning to smaller ones for inspiration.

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Marks & Spencer Top for Customer Loyalty According to Survey

CSM Magazine

The survey, conducted by apparel fit preference specialist Fits.me, asked over 2,000 UK adults to identify up to three clothing brands or retailers to which they consider themselves most loyal. The full Customer Loyalty Index ‘Top 10’ is: Apparel Retailer / Share of Mentions.

From ideation to production: innovation secrets from Wolverine Worldwide

Vision Critical

Since 2015, Wolverine Worldwide, a global footwear and apparel manufacturer of iconic brands such as Merrell, Sperry, Chaco and Saucony, has tested and vetted more than 1,000 new footwear styles with consumers before launching the product to market.

Surge of Store Closings Reveals Greater Need for Omnichannel

Think Customers

Among the closings are Macy''s, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia''s, Aeropostale, Wet Seal, and Abercrombie & Fitch. With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty


I was so impressed, and that retailer has since become my first choice when purchasing outdoor apparel. There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes.

How to enhance sales with visual engagement tools?


This has been proven successful in cosmetic applications and apparel, such as with Timberland’s virtual dressing room and Neiman Marcus’ Memory Mirrors , which enable shoppers to compare clothing options side by side, and even share the images with friends.

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Reflecting on the Starbucks Situation: Check Your Bias at the Door

Customer Bliss

This case study from my new book is about ThirdLove , a product development company and retailer that recognized an unconscious bias in the women’s apparel industry.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty


I was so impressed, and that retailer has since become my first choice when purchasing outdoor apparel. There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service.

Outsource Consultants Hires New Vice President of Global Sales

CSM Magazine

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017.

Double Your Sales with Awesome Live Chat Upselling Techniques


Are you looking for some quality winter apparel?”. “Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- Clement Stone. If you could double or even triple your revenue in minutes, would you?

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Brands Win the Long Game by Doing This

Smarter CX

Apparel. Luxury. Electronics. Cosmetics. Even food and beverage. All kinds of brands are looking for ways to reach their end-customers better with beautiful websites and carefully orchestrated shopper journeys. But most brands are only seizing half of the opportunity.

Columbia Sportswear Takes Customer Service to the Cloud


Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams. From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors.

4 Ways Sales Psychology Influences Customer Behavior

Win the Customer

Some retailers, such as American Apparel, are even repurposing security cameras to double as market research tools to study shopper behavior and better optimize sales, the Wall Street Journal reports. Marks & Spenser, the U.K.’s

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Four key themes from eTail East 2016


Similarly, American Apparel partners with Postmates to provide super-fast delivery of its stock from its stores. Take the CVS Health and American Apparel examples highlighted above – they work because they’re helping customers gain access to products quicker and easier. I attended eTail East last week in Boston. As one of the main events in the online retail arena, it’s a great barometer of the key issues facing companies operating in this highly competitive space each year.

The Importance of Customer Listening

Customers Rock!

Kevin Hillstrom of MineThatData shared his experiences with some major apparel companies: At Lands’ End, professionals had to help out in the warehouse, or on the phones, during the holiday season and during bad weather. (Note: This post is a reprise of an earlier Customers Rock!

Target’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

Beyond Philosophy

More attractive merchandise presentations, including “updated mannequins and fixtures in apparel, home and beauty”. Easier in-store shopping flow, with aisle modification designed to encourage customers to browse through apparel, accessories, and other products.

How TechStyle Uses Stella Connect to Supercharge the Performance of its Outsourced Contact Center Teams


Get Ready for The Shopping Season with These 10+ Tips


Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season.

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The History of Customer Service: Ticket Troubleshooting to Proactive and Personal


The help desk was used to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Can you imagine a world where customer service was over physical mail?

Are Your Employees Practicing Suggestive Selling?

Second to None

Second To None recently conducted a benchmarking study that monitored employee performance for a select group of casual apparel stores. Regardless of the industry, the best organizations are striving to optimize each individual interaction that a consumer has with your brand.

A Great Customer Experience Isn't Enough

CX Journey

Now there's WestinWORKOUT fitness centers, RunWESTIN group runs and running maps, and a program in which guests can borrow fitness apparel and shoes during their stay. Today I'm pleased to share a guest post by Denise Lee Yohn.

Memorial Day 2018 By The Numbers

QuestionPro Audience

Additionally, apparel, department, and electronic stores are the top categories where consumers are looking to spend. After a winter that felt like it would never end, Memorial Day weekend is finally here, and it’s bringing the heat.

The Power of a Greeting: How One Simple Act Can Impact the In-Store Experience

Second to None

Second To None recently conducted a benchmarking study of select casual apparel locations within the United States, and we found that an average of 37% of respondents were in the store for over five minutes before receiving a greeting from an employee, while 39% of respondents waited less than one minute.

Understanding "Creepiness"

Forrester's Customer Insights

Maybe you received a kids apparel catalog at your decidedly DINK home. We've all felt it: a weird sense that information about you has been used in a way that just doesn't feel right. Or maybe you saw an online ad at home for a product you'd been looking at from your work computer earlier that day. Or, perhaps your mobile device pinged when you walked into a store to tell you about specials for that store - even though your location settings were turned off.

Two reasons to analyze what customers say – just not what they do


Her only purchases from this retailer have been Golden State Warriors apparel for our 4-year-old daughter and, ironically, Atlanta Falcons gear a few weeks earlier. In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world.

How TechStyle Uses Stella Connect to Supercharge the Performance of its Outsourced Contact Center Teams


Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs


Another example of an ignorant social media post is the time that American Apparel mistook a picture of the Space Shuttle Challenger exploding for fireworks. Introduction.