How Understanding Shoppers Can Save Retail


Because retail is in crisis. If retail as we know it is to return to “normal” – and many, including the HBR have already declared this to be near impossible – it is important to understand what is going on in our shoppers’ brains. Retail Store Experiences.

Retail 262

How to Embrace Changing Customer Behaviors & Drive Retail Growth


Customer Experience RetailWhile you’ve been focusing on driving sales, rising above competitors, and keeping up with market volatility, you’ve missed something significant: A lot of unknown buyers—or potential buyers—have been coming and going on your digital properties.

Retail 202

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Consumer Habits: What Retailers Need to Know for the Holidays


As the weather cools down and retailers ramp up for the holidays, let us be the Goose – no, not the Christmas kind – to your Maverick with our latest Changes in Consumer Habits report. Retail Grocery Consumer HabitsFall is finally here!

Tailoring Retail Customer Experience Programs

Centriam Customer Experience Lab

When it comes to improving customer experience, not all retailers are the same. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession. Retail Customer Experience

Retail 150

Top 3 Ways to Conquer Virtual Retail Woes With Messaging

Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique. Meeting these needs means delivering relevant experiences through the right technology such as messaging. Discover three ways to improve business outcomes by deploying messaging and AI. This quick read will help you discover strategies that help your brand stand out and go beyond customer expectations.

The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes


Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Research shows that understanding conversations is critical for retailers undergoing digital transformation.

Retail 206

Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #2: Don’t Choose Online Retail Over Physical, You Need Both. Black Friday is right around the corner and you know what that means.

Retail 372

4 ways to create the perfect retail experience


Notable trends in consumer preferences that will influence how retailers run their CX programs. Articles

Retail 195

Tailor Your Retail Strategy to Your Customer Experience Goals

Centriam Customer Experience Lab

Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives. Retail Customer Experience

Retail 195

6 retailer twists on bitcoin

QuestionPro Audience

Most retailers still don't want to accept bitcoin, but that doesn't mean they want to be left out of the cryptocurrency craze. Bitcoin Mobile payments Online payments Loyalty and rewards Retailers Cryptocurrencies

Retail 190

Why Virtual Retailers Must Master Messaging Right Now

Consumers may want contactless and convenient shopping experiences, but they value immediate, receptive service more. Successful retailers use messaging and chatbots to respond to and interact with customers in real-time to maintain loyalty and trust.

How Retail CX Leaders Solve Problems During the Busy Holidays


According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, Customers may still flock to big online retailers and avoid brick-and-mortar establishments. Logistics mismatch: Some retailers?noted

Retail 130

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

Those working in the retail industry may have a different take on the holidays. Here’s how to be a better retail customer during the holidays. Retail Workers. Retail workers are not “ little people ” nor do they hold a lower status than others.

Retail 194

The comprehensive guide to improving retail customer experience


Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences. Guides

Retail 195

Earn Millennial Dollars with these CX Tips for Retailers

Centriam Customer Experience Lab

The shopping habits of millennial's are a perpetual source of anxiety for retailers. The crux of the matter is that many retailers are finding it difficult to connect with mi llennial shoppers. Findings from Centriam’s Retail Study confirm this: millennials are more price sensitive, less likely to repurchase, and 40% more likely to be detractors. Customer Experience Analytics Retail Customer Experience

Retail 150

Changes in Consumer Habits: Looking Back Over the Last 12 Months of Retail

This large-scale North American survey explores changes in expectations over the last year. You’ll learn what consumers expect, how habits are solidifying, and where to focus to drive the greatest impact.

How Cannabis Retailers Can Responsibly Sell Marijuana


Here's how cannabis retailers can responsibly sell marijuana There are many nuances with the laws and regulations of the recreational use and sale of cannabis.

Retail 172

Overcoming Challenges in Retail with Mystery Shopping

InMoment XI

As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. RetailIt’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light. View Article.

Retail 200

Customer Feedback Is No Longer Just a Luxury for High End Retailers


The firm anticipates growth of 1% to 4% for luxury retail in 2021. Customer Insights RetailThough considered a niche category by some, luxury goods—including high-end fashions, accessories, footwear, and beauty products—are a hot commodity.

Retail 130

Key Retail Influencers Talk Mobile


[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:] 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 post Key Retail Influencers Talk Mobile appeared first on Mike Wittenstein.

Retail 100

Free eBook: 3 Must-Embrace Customer Experience Retail Trends for 2021

2021 is here! Stay ahead by checking in on your customers to get crucial insight on how you can continue to make their shopping experience comfortable and effortless during COVID-19 and into the new year - no matter where they make their purchase.

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. I remember participating in heated arguments in the past, between sales teams and retailers, about online stores. So why should retail by any different?

Retail 175

How Retailers Can Navigate the Digital Commerce Experience Paradigm


As retailers scramble to effectively serve customers through a variety of channels, the digital commerce experience has become a common denominator. The COVID-19 pandemic has led to dramatic shifts in consumer behavior.

Retail 130

How Robots Are Changing Retail


In my brief time speaking with her, I was able to see how industries with a high volume of customer interactions, like retail, could greatly benefit from this collaboration between SoftBank and Oracle. Oracle and SoftBank aren’t the only ones exploring how robots can enhance the retail industry. Here are a few other companies who are looking to change the retail game with robots: Kroger : This U.S. The post How Robots Are Changing Retail appeared first on SmarterCX.

Retail 146

How business leaders in retail plan to improve CX


Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Despite the talk in media about the so-called retail apocalypse , many speakers at the conference reiterated that the industry is alive and well. Gene Lunger, executive vice president of retail operations from Ashley HomeStore, challenged the notion of that retail is in decline.

Retail 129

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

associates in 550 retail stores with eGain AI reasoning for a 37%. service, kiosks, branch offices, and retail stores. retail stores, to guide customers to problem resolution and. agents and 550 retail stores.

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. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Clare Rayner, Founder at The Retail Champion.

Retail 105

Retail Armageddon, Chupacabra, and Other Myths

Michelli Experience

A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. June 3rd, It’s a retail Armageddon as over 1,000 stores close in one single week. October 20th, Stores Struggle to Find Workers Amid Retail ‘Armageddon’. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 125

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)


When it comes to the world of retail, the advance of technology has changed the landscape more in the last ten years than it had in the previous 4,000! The retail industry is the ‘poster boy/girl’ Industry disruption, from a customer perspective, is a very good thing. Unbeknown to some, ‘the facts’ are available – and I am delighted to share a critically important source of fact, specifically focused on the retail industry, in this article.

Retail 150

Retail Response Woes

InMoment XI

RetailLast Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I. View Article.

Retail 200

The ultimate retail digital experience strategy playbook

PK Global

As economies reopen and businesses adapt to a new set of challenges, retail marketers […]. The post The ultimate retail digital experience strategy playbook appeared first on PK.

How Retailers Can Prepare for Coronavirus and Maintain Good CX


Customer Service Customer Experience retail Coronavirus CX

How Artificial Intelligence is Helping Retailers Keep Up With Customers


In this article, we will explore how AI can improve the customer experience, increase the revenue for your retail company, and why your business needs an app.

Retail 212

Running Against Census in Food Retailing


One industry that has been in tremendous flux over the past two years is the grocery or food retailing industry. 210 Analytics provides market research to the food retailing industry, and we use Alchemer to perform our analysis. Getting to the truth by focusing on actual buyers.

3 Ways Convenience Store Retailers Can Collect More Customer Feedback


Here are three strategies convenience store retailers should use to collect more customer feedback Gathering customer feedback can be a challenge even from your most loyal customers.

Retail 188

The Big Retail Industry Trends for 2022

Brandwatch CX


The Other Way to Deliver Great Service: Tailoring Customer Experience Programs by Retail Segment

Centriam Customer Experience Lab

When it comes to improving customer experience, not all retailers are the same. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession. Retail Customer Experience

Retail 150