How Brazilian Fashion Retailer Passarela Uses Data for Better CX

Smarter CX

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Here’s what we learned about Yasmini and the innovative work she and the Brazilian fashion retailer are doing in customer experience. In 2005 we’ve started Passarela.com, which was the first store to sell women’s fashion shoes in Brazil.

Is the Future of Retail, Physical or Virtual?

C3Centricity

Like many CPG companies, they were considering online retailing. They were already selling a little online, but hadn’t seriously considered it until then. they were reconsidering just how big they could or should grow their online business.

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The Future of Retail is in the Stars (or is it the Cloud?) Testing

C3Centricity

Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently. they are now reconsidering just how big they could or should grow their online business. “Never miss an episode.

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Making Informed Predictions Around Emerging Trends

NetBase

Chatter about the latest hairstyles waned as people lamented online about how long it had been since they’d seen a stylist. And while the trend caught a hiccup as alcohol sales soared in March and April, ongoing health trends indicate it will renew its upward mobility.

Stop the Condescending Second Guessing. Trust that Customers Know What They Want.

ERDM

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” This doesn’t come close to meeting consumers’ demands for more personalized and human needs-based communications and experiences. They aren't personalizing the things that matter to me! " "What they consider personalization is so old-fashioned." "I

Profit-Killing In Malls: Shocking Results!

Beyond Philosophy

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. They describe fashionable downtown shops with special items you couldn’t find anywhere else. Consider, for example, the customer experience at the Apple Store.

How are retailers working to improve customer experience?

Eptica

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. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price (which obviously has a direct impact on margins). How can the physical store environment distinguish itself from an online experience?

5 breakthrough in-store experiences (and the employees behind them)

Qualtrics

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online. In-store experiences can leverage sensory factors like hearing, smell and texture to engage the customer and use face-to-face connections with staff members to cement relationships on a human level.

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

Richard Boire, of Boire Filler Group , lays out this difference in a compelling fashion. Journey analytics can quickly focus attention on the biggest opportunities to improve customer retention by answering critical questions such as: Which customer service interactions result in poor customer experiences and sub-par retention? By mapping the customer journey you are able to analyze the complete experience from end-to-end in the eyes of your customer. By Swati Sahai.

Does ‘showrooming’ mean the end of retail? Or can customer experience save the high street store…

Smith+co CX

But this was not enough to sustain sales in the face of the onslaught from online shopping. The fact is there were just not enough consumers willing to visit the stores and those that did were often ‘showrooming’, visiting the store to see the product, get advice and then leaving to purchase it online and get a better deal. It really depends on how the brand thinks about the retail and online channels and the extent to which they work in harmony.