Is the Future of Retail, Physical or Virtual?


Denyse Drummond-Dunn · Is the future of retail in the stars? Will the future of retail be without physical outlets? Like many CPG companies, they were considering online retailing. they were reconsidering just how big they could or should grow their online business.

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Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. Online experience is still so often the last part of the experience to get a good buff and shine, but I’m here to argue for bringing that priority up to the front of the line. People are shopping online.

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How Immersive Online Experience Will Affect Offline Retail


Over the past few weeks and even months we’ve seen how quickly retail stores have been innovating and pushing their physical services and experiences online. The digital disruption over the past 5 years and now COVID-19 has driven the necessity for retailers to quickly transform their business model. Every day, we see how creative retailers […].

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


Will the future of retail be without physical outlets? Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently. However, with the move of most major supermarket chains to offer online stores too, plus a few successful online only stores, such as Amazon in the US and Ocado in the U.K. So are retail outlets really essential for every category?

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Betting the Farm on CX: Tractor Supply featured for its winning online experience


The National Retail Federation recently highlighted Tractor Supply’s winning customer experience and top spot in the annual ForeSee Retail CX Rankings report. The post Betting the Farm on CX: Tractor Supply featured for its winning online experience appeared first on ForeSee. RetailIn the interview, SVP and CIO Rob Mills.

Create An Online Experience That Reduces Cart Abandonment Rates

Second to None

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. However, simply having the option of buying your product online is not enough based on current consumer expectations.

A Preview of Retail Innovation in 2020

Smarter CX

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? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead.

NRF 2019: 3 Days of Retail Customer Experience Takeaways

Smarter CX

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. Evolving in-store experiences was a hot topic at NRF 2019, from the keynote stages to the expo floor. Seamless omnichannel experiences.

How COVID-19 has Driven Digital Retail


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% With stores closing and people remaining indoors in many areas, how should retailers adapt to this new reality?

Challenging Your Focus on Customers

Experience Investigators by 360Connext

They are too busy creating their online personas, interacting with brands they love on their own terms. pay very little attention to traditional advertising, so offering meaningful experiences is how some brands are breaking through the noise. You can only determine what experience might be meaningful by asking, observing and listening to your customers. By understanding both their customers and their retail partners, they now maintain the same inventory for 3 to 6 months.

How retailers can create a frictionless path to purchase

As a retailer, it’s important to understand which touch points along the buyer’s journey are causing issues for your potential customers. That’s particularly important in retail, where, according to one study, shoppers abandon their online carts nearly 77 percent of the time.

Connecting with Customers In The Moment: How These Brands Nailed It

Experience Investigators by 360Connext

Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. I know I’m not alone when I say I now watch more online video from all over the world than live American TV. Neutralizing pain points in the customer journey is essential to providing a good experience. But consider not just what is “wrong” with the experience, but who and where your customers are when they interact with your brand. Customers live in the moment.

Which retailers will thrive this Christmas and beyond?


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. Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017.

48 retail survey questions for the customer feedback you need


With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. However, while it’s projected that as many as 75,000 retail stores could close their doors by 2026, analysts still expect that 75% of retail buying in 2026 will still happen in physical stores. Why in-store retail customer feedback is vital.

3 Ways to Indulge in Retail Therapy This Holiday Season

Smarter CX

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. Here are three ways consumers will be able to enjoy retail therapy in 2018. Retail therapy for the future consumer. Think of it as retail therapy for the school-aged child.

How E-Commerce Businesses Can Thrive Amidst a Retail Crisis

CSM Magazine

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. The current retail crisis has created a real demand for speed, convenience and optimization in e-commerce, and in response, retailers are increasingly leveraging tech capabilities to create new ways to engage with consumers and boost satisfaction levels. Form fields are a recognizable and necessary part of every online checkout page.

How are retailers working to improve customer experience?


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. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves. On the other side of the coin, customers are becoming more demanding and insisting on a superior, hassle-free experience.

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. Tell us a little about Passarela and the great things you’re doing in customer experience. I love retailing.

The online retail Christmas battle; what makes a winning digital experience?


Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. Our unique methodology uses trained assessors to evaluate the end-to-end user experience across a selection of leading retail sites. Maru/edr Retail Benchmark 2018 leaders. What makes ASOS’s online experience so great?

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

Smith+co CX

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. 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.

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


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.

Key Learnings from Cyber Monday 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. Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time.

What Millennials Expect from Online Customer Service

Joe Rawlinson

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. It’s a myth that millennials have abandoned physical stores in favour of online shops. The key then, you would think, is to combine the two experiences. Lessons on online retailing can also be learnt from the East.

How Artificial Intelligence Is Changing eCommerce

QuestionPro Audience

A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience. By using AI, eCommerce sites are able to create personalized online experiences and recommend products uniquely suited to each shopper. The future is here, and the future is artificial intelligence.

5 Keys for Multi-Channel Customer Support

Experience Investigators by 360Connext

It’s not uncommon to spot shoppers scanning bar codes in stores to see if there is a less expensive price via online stores. How many retailers are training employees to feel empowered when this happens? Instead, many retail workers view the web and mobile devices as competition. An empowered retail worker, however, could proactively approach the shopper and offer knowledge on the current price matching guarantees or the perks of purchasing today.

All Touchpoints in the Customer Journey Are Not Created Equal!

Wired and Dangerous

Even service providers who decorate their in-store or online experience with lots of joyful TLC and attention to details, then make online check-out, paper invoicing, or the cash register encounter seem like it was concocted and managed by an IRS agent eager to do an audit. How many organizations make customer bills – an important touch point with their customers—a boring, bureaucratic, and mind-numbing experience?

Customers Not Impressed With Black Friday and Cyber Monday Customer Experience

CSM Magazine

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%. The 2015 Eptica Retail Black Friday Customer Experience Study surveyed the customer experience around festive shopping, particularly Black Friday and Cyber Monday, in both the UK and United States.



Mapping the customer journey is often the first step an organisation takes when it wants to improve the customer experience. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The ultimate goal is to provide better experiences for customers.

What Is E Commerce? Understanding a Shifting Landscape

Smarter CX

In fact, e commerce was often used as shorthand for online retail, as those businesses were among the first to enlist the internet as a point of sale. The idea of a single e commerce model no longer applies in a world where customers, services, and the online experience have evolved to the point where almost every business has incorporated an internet component. This widening of the field has brought with it a re-think in how commerce is conducted online.

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How the Cincinnati Zoo and Botanical Garden Approaches the Visitor Experience

Customer Bliss

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. In today’s episode, I chat with Rhiannon Hoeweler , the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden. STRATEGIZE THE VISITOR EXPERIENCE.

Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations

Joe Rawlinson

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 Deliver a Satisfying Omni-Channel Experience. Customers also crave a more satisfying omni-channel shopping experience, IBM’s study found.

Customer Experience Predictions for 2019


2018 was an important year for retailers and UK brands. And all at a time when retailing is in a midst of a massive transformation as brands attempt to stay ahead of changing customer needs. Customer Experience has never been so important. As household names like House of Fraser and Marks and Spencer push forward with restructuring plans, we explore four key customer experience trends that will make or break retailing brands in 2019.

The 2015 Wish List for Holiday Customer Service

Tricia Morris

In a recent Harris Poll, 23% of Americans said they would be willing to behave unethically if it meant leaving a retail store with the last hot holiday gift. And that folks, is why more and more people are shopping online…. For Retailers It’s the Most Wonderful Time of the Year. The latest figures from the National Retail Federation’s (NRF’s) site project that holiday e-commerce sales in the U.S. What do holiday customers wish for most in their experience?

The Future of Live Engagement Is Here as Vee24 Launches V11 Intelligent Conversational Experience

CSM Magazine

Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement. Our modular solution is easy to use with pre-configured industry best practices and secure collaboration tools, seamlessly integrated for a true omni-channel engagement to deliver a personalized digital experience,” said Priya Iyer, Chairman and CEO of Vee24.

Making Informed Predictions Around Emerging Trends


retailers have filed for bankruptcy protection; up from a total of 17 last year. Chatter about the latest hairstyles waned as people lamented online about how long it had been since they’d seen a stylist.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

What you present to a mobile audience is now the most important part of your online presence. If you are separating the online channel from the brick and mortar channel, or the mobile online experience from the mobile app, you are missing the advantage of having a consistent experience. Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers.

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What vCommerce Brands Get Right About Customer Experience


Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 vCommerce, coined by Bonobos founder, Andy Dunn, in 2016 with the decidedly less-snappy name Digitally-Native Vertical Brands , is widely regarded as the future of retail.