Alida

APRIL 4, 2017

Brick-and-mortar is making a comeback , but many retailers struggle to drive sales. In these precarious times, both established and new retail players need to focus on customer needs. Today’s fickle customers don’t want aisle after aisle of redundant merchandise; they want to be a part of a brand experience.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. This year’s event features 37,000 attendees including 16,000 retailers representing 3,500 retail companies.

Retail 100

Retail Customer Experience Omni-Channel Trends 100

Oracle

NOVEMBER 5, 2019

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. Retailers of all sizes are pushing the envelope to stand out through their CX. What retail innovations are on the horizon for 2020? Experiential selling moves to the forefront.

Retail 76

Retail Innovation Self Service Conference 76

Second to None

OCTOBER 9, 2018

Establishing an excellent brand experience in the modern age is impossible without providing enhanced value to consumers that visit your online channels. This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. 1,2,3,4 [link]. 1,2,3,4 [link].

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

Kitewheel

JULY 2, 2020

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. The pandemic has pushed people into their homes, off of the streets and out of shops and into digital retail channels. Sales of many non-essential items have decreased; in March 2020, retail sales experienced an estimated 8.7%

Retail 52

Retail Social Media Consumers Study 52

Integrate.ai

JANUARY 15, 2020

As a retailer, it’s important to understand which touch points along the buyer’s journey are causing issues for your potential customers. Taking the friction out of shopping To help drive sales, retailers must do everything in their power to make the online shopping experience as frictionless as possible.

Retail 69

Retail System Online Experience Course 69

QuestionPro Audience

JANUARY 25, 2018

The internet provides consumers with an unprecedented amount of information and options, but it also makes conversions harder for businesses, due to abundant options and price matching. With AI, businesses can use algorithms to gain insight into the wants and needs of the consumer.

Ecommerce 230

Ecommerce Consumers Technology Retail 230

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

LoyaltyPlus

NOVEMBER 19, 2020

The global COVID-19 pandemic has ushered in a ‘new normal’ for business and no less so in retail, where many operators are having to adapt their approach to November’s acclaimed Black Friday and December’s bumper festive season. LoyaltyPlus agrees that in 2020 it is definitely not going to be ‘business as usual’.

Omni-Channel 52

Omni-Channel Retail Loyalty Social Media 52

Blake Morgan

AUGUST 22, 2023

                Shopping is now dominated by online experiences, begging the question of whether retail shopping outlets are now a thing of the past. He started working at Tanger Outlets in April 2020, at the peak of COVID-19 lockdowns and restricted movements that spelled doom for retail brands.

Retail 52

Retail Brands Consumers Online Experience 52

Oracle

DECEMBER 17, 2018

Consumers spend all year engaged in retail therapy to ward off the stress of every day life. Retailers know that a positive customer experience is vital to making sales, and this holiday season, they’re putting in efforts to make shopping fun again. Retail therapy for the future consumer.

Retail 40

Retail Omni-Channel Consumers Trends 40

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

TechSee

JUNE 23, 2021

Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay. for virtual underwriting. .

Self Service 168

Self Service Industry Insurance Contact Center 168

Maru Group

JUNE 2, 2022

Consumers over 35 want an e-commerce platform that is vested in them now and in the long term. While the retailer was working to make the customer journey a “total experience” they only managed a frustrating and inconsistent one at this point. That experience must be seamless to foster loyalty and repeat business.

e-support 83

e-support Customer Experience Retail Touchpoint 83

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.

Retail 48

Retail Ecommerce Touchpoint Customer Engagement 48

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. After all, if they are dissatisfied with the service from one retailer, another is only a click away.

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Oracle

APRIL 3, 2018

Here’s what we learned about Yasmini and the innovative work she and the Brazilian fashion retailer are doing in customer experience. Tell us a little about Passarela and the great things you’re doing in customer experience. Currently, retail is the apex of the market. I love retailing.

Fashion 50

Fashion Retail Data Ecommerce 50

Second to None

JULY 6, 2021

Now that curbside pickup has become one of the top expectations for today’s grocery consumers , grocery retailers must stay on the pulse of their curbside experience to deliver the best curbside pickup service and set their brand apart. . Here’s how you can keep grocery consumers coming back to your curb, every time.

Self Service 62

Self Service Rewards Programs Retail Brands 62

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. For instance, according to Salesforce, 57% of users prefer online communication channels , while 83% expect immediate assistance when contacting a company. They expect brands to anticipate their needs and provide a tailored experience.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

CSM Magazine

JULY 4, 2017

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. However, one crucial feature that stands to be improved by online retailers across industries is the checkout process—the last and arguably most important step in the online customer journey.

Retail 40

Retail e-support Customer Satisfaction Study 40

Qualtrics

NOVEMBER 20, 2020

With social distancing measures still widely in place, retailers have a tough job ahead to prepare their employees, protect their customers and keep sales coming in. The good news is that shoppers are still traveling to stores where allowed to do so, and across the United States, retail sales are on the rise. Two weeks early.

Retail 26

Retail Omni-Channel Brands Video 26

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. sales jumping 19.7% over 2017 to $7.9

Retail 60

Retail Consumers Online Experience Sales 60

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. sales jumping 19.7% over 2017 to $7.9

Retail 60

Retail Consumers Online Experience Sales 60

Hallmark Business Connections

MARCH 16, 2021

And there’s no denying the collective wealth of the Baby Boomer generation: At 73 million strong , the 50-plus segment of shoppers commanded more than half of all consumer spending pre-pandemic. And even though the pandemic caused many consumers to tighten their belts, Boomers were the least likely to report financial insecurity.

Marketing 98

Marketing Social Media Retail Insurance 98

Blake Morgan

OCTOBER 24, 2022

holiday gift spending is expected to drop by $30 billion as 58% of consumers cut back on non-food spending during the holidays. However, despite these less-than-stellar predictions, many retailers are still optimistic that customers will be back and ready to spend this holiday season. In the U.S.,

Trends 52

Trends Retail Chatbots Sales 52

Blake Morgan

OCTOBER 24, 2022

holiday gift spending is expected to drop by $30 billion as 58% of consumers cut back on non-food spending during the holidays. However, despite these less-than-stellar predictions, many retailers are still optimistic that customers will be back and ready to spend this holiday season. In the U.S.,

Trends 45

Trends Retail Chatbots Sales 45

Magellan Solutions

OCTOBER 28, 2021

Though both focus on the use of multiple channels to reach consumers, its differences and resulting strategies lead companies down to different paths. It is the multichannel sales approach that gives customers an integrated shopping experience. Retail location. Bank of America making online banking possible. Multichannel.

Omni-Channel 52

Omni-Channel Contact Center Airlines Marketing 52

Maru Group

JANUARY 8, 2019

2018 was an important year for retailers and UK brands. Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history. The customer journey doesn’t stop when a shopper hits ‘purchase’.

Customer Experience 56

Customer Experience Retail Customers Brands 56

Comm100

SEPTEMBER 25, 2021

Using artificial intelligence and virtual reality can help you fill the gaps between online experiences and the real world. While no technology can replace talking to agents and the physical testing of products, you can still promote customer experience by implementing AI and VR into your customer service platforms.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

Beyond Philosophy

MAY 18, 2016

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. ” Ouch.

Fashion 113

Fashion eBook Retail Loyalty 113

Optimove

AUGUST 15, 2023

A frictionless user experience. For instance, Macy’s revolutionized their retail game by incorporating QR codes on in-store displays. Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning. The result?

Brands 52

Brands Marketing Advertising Video 52

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

Kustomer

NOVEMBER 4, 2020

Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. Consumers demand consistent and highly personalized experiences as they interact with brands on various digital devices. billion in 2019 to $9.4 billion by 2024.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Beyond Philosophy

JUNE 11, 2015

It’s true that in some sectors, such as online retail, convenience and speed has seemed to overtake more social elements of loyalty and loyalty programs – games, comments, reviews, and product sharing. Overcome short attention spans by enabling consumers to quickly move from stage to stage in games.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Maru Group

AUGUST 14, 2018

August’s interest rate rise from the Bank of England caused immediate alarm from business leaders and brands worried about consumer spending. And on-the-day agile research into consumer reaction to the news revealed that they are right to be concerned. Elevating your customer experience. Spending to drop in hospitality.

Hospitality 40

Hospitality Retail ROI Banking 40

Joe Rawlinson

JULY 8, 2015

It is only fair that they expect retailers to try and understand what they want. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. Lessons on online retailing can also be learnt from the East. And it works.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

Smith+co CX

APRIL 23, 2013

Like Phoenix arising from the ashes, retail brands Jessops and HMV have both returned to the high street albeit in a stripped down, leaner form. But this was not enough to sustain sales in the face of the onslaught from online shopping. Whether that transaction takes place in the store or online really doesn’t matter.

Retail 31

Retail Customer Experience Multi-Channel Training 31