Five Reasons Retailers Need to Invest In People

Forrester's Customer Insights

Five reasons to invest in store labor Labor was 43% of retail operating expenses based on our last US census data, but retailers haven’t been spending more on employee training [1]. In addition, retail customers aren’t thrilled […].

3 Ways Retailers Can Improve Customer Experience With Their Contact Center


No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Customer service remains the key difference of brick-and-mortar retail operations. The call center is no longer a cost center for retailers.

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Retail trends shaping the consumer experience

Vision Critical

Retail is changing so fast that retail futurist Doug Stephens recently made this bold prediction : “Within five short years, the current user experience of online marketplaces like Amazon, eBay and Alibaba will begin to look as archaic as a Sears & Roebuck catalog.”

The Retail Ombudsman is no more

Helen Dewdney

The Retail Ombudsman (TRO) is no more. Many of the largest high-street retailers, including ASDA, Tesco. retail ombudsman role is too sensitive to be handled by the private sector. time that retail was given a government-run ombudsman system, in a similar way to. The Retail Ombudman had been run by Dean Dunham, a solicitor, former restauranteur. 15,000 retail companies as members of TRO and 100 staff, although the company’s.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector.

The rise of chief digital officers in fashion, luxury and beauty retail

Vision Critical

Nike isn’t the only retailer to hire a CDO. In the last year alone, retailers like Urban Outfitters and Citizen Watch have added the CDO role to the C-suite. The recent rise of the CDO in retail is driven by digital transformation efforts across all business sectors.

Overcoming Challenges in Retail with Mystery Shopping


As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery.

Dealership Digital Retailing is Inevitable, Because The Customer Always Wins!


Think of any retailer category out there, and the consumer inevitable wins in getting it their way“ The above quote is by Mark O’Neil, COO of Cox Automotive, at the recent JD Power 2017 Automotive Forum. The title of his presentation was Connected Retail: Deals in the Digital.

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept


Amazon has formally introduced its new Amazon GO retail concept on the West Coast. To pull off pilots like this, retailers must coordinate the activities of multiple departments into one smoothly running new customer experience.

3 examples of retailers re-focusing on the in-store experience

Vision Critical

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. consumers are primarily online shoppers , according the National Retail Federation’s quarterly Consumer View. Customer Experience retail

The Winning Formula For Retail Stores In 5 Simple Letters

ICC Decision Services

The world of retail is not out of the woods in terms of recovering from worldwide economic declines. Yet, 80+% of retail sales are still store based. What is interesting to watch is which retail chains are winning, and why. Customer Experience Retail

Tesla: The Future of Automotive Retailing?


Tesla’s unorthodox retailing approach of having about 83 factory direct outlets (‘galleries’) in shopping malls and other unconventional locations scattered across the US with.

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept


Amazon has formally introduced its new Amazon GO retail concept on the West Coast. To pull off pilots like this, retailers must coordinate the activities of multiple departments into one smoothly running new customer experience.

Experiential retailing is the next big thing in activewear

Vision Critical

Aware of the increasing competition and decreasing margins, some activewear retailers are looking for new ways to stand out. These retailers are embracing more immersive strategies, bringing unconventional experiences into physical retail. The rise of experiential retailing.

Why Retailers Should Rethink “Self-Service”

ICC Decision Services

What four words best capture the state of retail today? Consumers run the show. Consumers are more informed, more demanding, and freer than ever before. The balance of power has shifted. Brands are no longer in charge of the buying process.

Guest Post: The Expanding Digital Divide Between Consumers And Retailers

ICC Decision Services

Consumers want it all … but just how much can retailers deliver? It is always a great learning opportunity to visit another country to discover retail trends firsthand. One of the biggest challenges retailers face in 2016 is where to invest when they simply can't do it all.

The Deadliest Threat to Your Retail Brand (and What to Do About it)

ICC Decision Services

One of these brands continues to disrupt like a scrappy startup and dominate the retail industry. The message here for retailers? Mystery Shopping Customer Experience Brand Experience Retail DisruptorsIn last week’s post , we discussed Amazon’s new brick-and-mortar venture.

How food retailers can compete against Amazon’s Whole Foods and European grocers

Vision Critical

Now it’s clear that Amazon aims to sell customers everything, and therefore no retail spaces are safe,” writes Darrell K. What grocery players and other retailers can do to fight back. Retailers should take up Bezos’ advice immediately.

Attack of the Disruptor Brands: 5 Key Lessons for Retailers

ICC Decision Services

No one is safe; even the largest, most well-established retailers are running for their lives. From Dollar Shave Club to Warby Parker to Birchbox, retail disruptors are taking advantage of the current industry landscape and redefining the retail customer experience.

Retail Selling Tips: How Shoppers Define Great Retail Experiences

ICC Decision Services

What kind of experience do customers have in your stores? Step into the British supermarket chain, Tesco’s, and you’ll notice how they innovate. A greeter welcomes you and invites you to shop. The shelves are low, and each has clear signage so you can see what’s in each aisle.

Retail Survival 101: Treating Employees Better

Think Customers

For retailers, 2017 will be remembered as the year of store closings. This article appeared originally in Customer Strategist. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports.

Office Depot Acquires CompuCom — Is The Third Time The Charm For Retail Diving Into IT Services?

Forrester's Customer Insights

Office Depot announced the $1 billion acquisition of CompuCom yesterday, which is a strong pivot into IT services for the 31-year-old retailer. As Yogi Berra said, “It’s déjà vu all over again.”

Key Retail Influencers Talk Mobile


Integration of Mobile into Retailers Business Model Roundtable. Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. The importance of integrating mobile into a retailer’s business model.

7 Ways Retail Brands Can Enhance CX


Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers. View Article

De-risking tech investments in retail: 3 questions executives need to answer

Vision Critical

Retail brands are investing billions of dollars to deliver more compelling experiences for their customers. According to Forrester , many retailers are skeptical about flashy technology such as virtual reality (VR) and augmented reality (AR), preferring to wait until the ROI has been proven.

Retail Customer Experience: How to Stop Competing Internally—and Start Competing to Win

ICC Decision Services

Mystery Shopping Customer Experience Brand Experience Services In-Store Marketing Retail Customer Service Customer EngagementIf managing the customer experience were easy, every customer would be delighted. Every brand would enjoy rock-star status.

More retailers are closing shop for Thanksgiving

ICC Decision Services

Customer Experience Brand Experience

Can Retailers Survive in the Age of Amazon? - Frank Reactions

Tema Frank

Retail Survival = Seamless Experiences. One of my favorite omnichannel retail stories is from Tesco in Korea. So when I spoke about changes in the retail world at the Seamless Africa conference a few weeks ago, I put up this picture and talked about it.

Retail Industry Transformation = Selling Things ? Selling the Experience


Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Retailers are no longer selling things. The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. What does this mean for Retailers?

7 Reasons Why Traditional Retailers Are Struggling to Survive

ICC Decision Services

Traditional retailers' legacy of store success is their biggest challenge. One only needs to look at the headlines to see that many retailers are struggling. Let's clarify that … a large number of traditional retailers are struggling to grow profitably.

Retailers, Listen Up: Quit Wasting Customers’ Time


The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers. The first study of its kind, it found that retailers like Lowe’s and Wal-Mart waste customers’ time—and their own—with critically flawed surveys.

Holiday 2017 Retail Checklist: Is Your Customer Service Ready?


As always, we’re curious to see how the 30 retailers in our StellaService Ecommerce Index —the biggest and best names in ecommerce—measure up this year. But we’re equally focused on what retailers go through behind the scenes. This Year, Being Understaffed Is Retailers’ Biggest Worry.

How to Prevent Difficult Customers in Retail: Online Stores


But the real question for online retailers is: How do I prevent this dissatisfaction to begin with? That’s an overwhelming majority, and points to a growing trend in retail worldwide: People want self-service options, and may be irritated if they don’t get to have them.

How CX Influences Retail Banking Loyalty


Retail banks score a 53% on the Temkin Loyalty Index, which is near the average for all industries. CX influences retail banking loyalty in several ways. The post How CX Influences Retail Banking Loyalty appeared first on Clarabridge. Do you feel loyal to your bank?

Retail Selling Techniques: Tips to Change Your Business

ICC Decision Services

What if I told you that most retail executives are thinking too big for sales and revenue? If retailers want to grow their revenue, they should think small. The best retail executives we know travel to and walk through their stores.

Guest Post: Long tail vs curation - Which wins the future of retail?

ICC Decision Services

The future of retail survival will require more precision than ever before. Most consumers simply don't think about retail models and strategies. But for retailers, the landscape has never been more challenging and competitive!

Black Friday Opportunities Retailers Can’t Afford to Miss

ICC Decision Services

This makes Black Friday every retailer’s worst nightmare—and its greatest opportunity. Shoppers will always remember their worst Black Friday experiences. The pillaging, the plundering, the associates in full retreat. Doorbuster items that are nowhere to be found.

The Advertising Industry is Doomed, says Retail Expert Doug Stephens - Frank Reactions

Tema Frank

In his provocative new book, Reengineering Retail , expert Doug Stephens argues that the whole point of advertising was to drive people to stores and then help them remember specific brands once they got there. Retail Metrics Need to Change. The advertising industry is going under.

3 Things Holiday Shoppers Want Most From Retailers

ICC Decision Services

Retail shopping. What’s the one thing that can sap the joy right out of some people’s holidays? Let’s be honest. We’ve all found ourselves dashing out for a quick victory, only to get stuck in stop-and-go traffic. Vying for parking spaces and carts. Elbowing through crowds.

Retail Technology: Building a Better Customer Experience


Retailers today are tasked with creating the most engaging, exciting and personalized experiences possible for their customers. This not only goes for brick-and-mortar locations, but for the overall, omni-channel experience ranging across platforms and devices.