Retail TouchPoints

DECEMBER 14, 2020

Offline support, such as the traditional customer service phone call, remains a great channel for two opposite use cases: to answer quick questions, such as “do you have that shirt in size 10?” To provide an informative and empathetic experience, retailers must offer a truly omnichannel experience. Take a Down-to-Earth Approach.

Omnichannel 264

Omnichannel Channel Live Chat Improvements 264

Retail TouchPoints

JANUARY 27, 2021

We were on a strong growth trajectory heading into 2020 and, fortunately, we’ve been able to accelerate our momentum and grow both our sales and our brand community this year despite all the challenges,” Shokrian said in an interview with Retail TouchPoints. How 2020 has shaped Shokrian as a business leader. looks like,” Shokrian said.

Omnichannel 295

Omnichannel Social Media Subscription Customer 295

Retail TouchPoints

MARCH 3, 2025

Because its relatively easy to communicate this brand ethos through rich product page descriptions, photography and video, the brand leans heavily on strong visual creative to reinforce storytelling through its ecommerce site and social channels. Historically, the brand used Klaviyo for email and Attentive for SMS.

Customer 260

Customer Marketing Channel Customer Retention 260

Retail TouchPoints

JANUARY 25, 2021

Additional results for the 2020 holiday season are coming in, and the outlook is rosy despite the unprecedented challenges: Adobe Analytics pegged year-over-year online shopping growth at 32.2% , totaling $188.2 growth over all channels, reaching $789.4 Retailers With an Omnichannel Lead Flexed it During Holiday 2020.

Omnichannel 251

Omnichannel Shipping Costs Department Stores Fulfillment 251

Retail TouchPoints

FEBRUARY 5, 2021

Holiday season 2020 has come to an end, so what now? Post-holiday season for retailers is a period of recovery centered around understanding what happened during the holiday and how to move forward with the transaction cycle, while also preparing for ongoing omnichannel business. Post-Holiday Omnichannel Success.

Omnichannel 232

Omnichannel Payment Services Specialty Retailers Customer Loyalty 232

Retail TouchPoints

OCTOBER 22, 2020

The all-important holiday season always demands retailers’ full engagement and energy, but the 2020 holiday season presents unique challenges. This poses unprecedented uncertainties for retail pricing and merchandising teams for the holidays in 2020. Speaking of Online and In-Store Channels…. A Bewildering Competitive Landscape.

Retail 271

Retail Presentation Gifts Channel 271

Retail TouchPoints

MARCH 5, 2021

The beverage alcohol company, which has operated as a traditional distributor-based wholesale business for decades, is currently in the process of building out standalone websites for its key brands as it moves toward becoming a customer-centric omnichannel operation. A Key Acquisition Helps Shape the Future of Constellation’s Business.

Omnichannel 261

Omnichannel Channel Shopify Consumer 261

Retail TouchPoints

MAY 20, 2022

The company’s wholesale business is still thriving, but now it’s only part of an omnichannel strategy that includes ecommerce , social commerce and marketplaces. But Ken Natori wasn’t a fashion executive, and that made him the perfect fit to lead the transformation of this designer label into an omnichannel brand. “My

Omnichannel 275

Omnichannel Department Stores BigCommerce Fashion 275

Optimizely

FEBRUARY 25, 2020

Most importantly, we introduced Omnichannel campaigns: a smarter way of ensuring that Marketers reach their customers with the right offers, at the right time, and through the right channel. Additionally, we enhanced our personalization capabilities across channels and implemented more in-depth reporting for campaign touchpoints.

Omnichannel 195

Omnichannel Channel Recommendation Marketing 195

Retail TouchPoints

JUNE 3, 2021

As eyes and dollars continue to shift to digital channels, the playbook for acquiring, engaging and retaining customers is being rewritten. The Four Pillars of Omnichannel Success. The pandemic has made omnichannel a business imperative for merchants of all sizes. This year, it’s projected to reach 21.8% Access Now.

eCommerce 361

eCommerce Omnichannel Merchant Services Channel 361

Retail TouchPoints

JULY 29, 2021

Carolyn Bojanowski has been with Sephora since the days when “Friendster was the social media channel of choice,” as she puts it. In that time, Bojanowski has seen her fair share of shifts and transformations in the business, but even still 2020 stood out, as it did for many retail executives.

Live Chat 279

Live Chat Omnichannel Social Media Payment Services 279

Retail TouchPoints

MARCH 5, 2021

As COVID-19 quickly spread in early 2020, the retail industry was among the first to be affected. But as retail brands race to deploy truly personalized marketing, the biggest challenge they face is personalizing conversations not just in one channel, but across all the channels customers use. SMS, RCS, social media, etc.).

Customer Experience 299

Customer Experience Customer Omnichannel Retail 299

Retail TouchPoints

MARCH 2, 2022

Following a successful 2021 pilot that offered brands sponsored on-site ads, Nordstrom Media Network (NMN) has expanded to include off-site channels including paid social and display ads, YouTube video, search and shopping ads and affiliate campaigns.

Channel 246

Channel Retail Customer Experience Operations 246

Retail TouchPoints

JANUARY 5, 2021

Preliminary holiday 2020 results have proven unsurprising so far: analysts expect modest year-over-year growth fueled by a massive increase in ecommerce activity across a longer-than-usual season. 24, 2020), or 2.4% However, the larger story of holiday 2020 is still being written. 11 through Dec. during the traditional Nov.

Shipping Costs 311

Shipping Costs Merchant Services Retail Electronics 311

Kibo

JUNE 25, 2020

The COVID-19 pandemic has catapulted digital and omnichannel to the top of the priority list for retailers and brands worldwide. Those who have already embraced digital and omnichannel capabilities are one step ahead, but it is not too late. Omnichannel Retail Index 2020. And the stakes have never been greater.

Omnichannel 117

Omnichannel Download Retail Channel 117

iVend

NOVEMBER 18, 2024

The term omnichannel has been part of the retail world since around 2010. And still omnichannel retail continues to grow – at a predicted average of 16.4% CAGR between 2020 and 2027 taking it to a global value of US $16.9 Over the years however, what constitutes an omnichannel has evolved. Quite the opposite.

Omnichannel 52

Omnichannel POS Retail Mobile 52

Omnisend

MARCH 23, 2020

Adding SMS marketing to your email automation workflow may be the best thing you do for your marketing strategy in 2020 and beyond. Far from a new channel in the digital marketing world, many marketers and online sellers are beginning to adopt SMS as a primary vector in their omnichannel strategies.

Omnichannel 142

Omnichannel Marketing eCommerce Marketing Channel 142

Retail TouchPoints

JULY 12, 2021

The aim was to reach more consumers — particularly younger ones — even if that meant going outside Party City’s owned channels, said Vishwas Bharadwaj, the company’s VP of Marketplaces. 2020 and the pandemic proved to be a critical turning point for Party City, both in its marketplaces journey and for the business as a whole.

Channel 299

Channel Omnichannel Consumer Outdoor 299

Retail TouchPoints

JULY 29, 2021

million for its FY 2020, compared to a loss of more than $200 million the previous year. It credited strategic investments, such as those that went into developing an omnichannel retail ecosystem. So now what about the ecommerce part of the omnichannel equation? Profits at Barbie and Hot Wheels firm Mattel were $126.6

Toys 306

Toys eCommerce Omnichannel Gifts 306

Retail TouchPoints

SEPTEMBER 7, 2023

And the findings of a 2020 Boston Consulting Group study are similar: only 30% of businesses achieve their expected performance following a digital transformation. billion by 2026 worldwide, or roughly 65% greater than its 2020 levels.

Customer Experience 290

Customer Experience Technology Customer Retail 290

Retail TouchPoints

DECEMBER 4, 2020

Black Friday 2020 was harsh for brick-and-mortar retailers, with traffic down an estimated 49% compared to 2019 according to data from Sensormatic Solutions. Offering the best of both channels will be essential for success during the remainder of the holiday season and beyond.

Omnichannel 191

Omnichannel Webinar Consumer eCommerce 191

Optimizely

MAY 27, 2020

With June just around the corner, it’s time for our Spring 2020 Release. The Zaius team spent most of the year’s second quarter building upon features that we released at the beginning of 2020, including On-Site Personalization, new Touchpoint Summary Reports, and our SMS & MMS solution. The Engagement Report for a Web Modal.

Improvements 195

Improvements Customer Recommendation Omnichannel 195

Retail TouchPoints

FEBRUARY 12, 2021

2020 put a new spin on the old adage, “You don’t know what you have until it’s gone.” As consumers continue to rely on digital channels for services that still cannot take place (or that they don’t yet feel comfortable doing) in person, a positive experience across all channels will play a pivotal role in purchasing decisions and loyalty.

Consumer 347

Consumer Omnichannel Events Customer Experience 347

Omnisend

SEPTEMBER 8, 2021

While many preached omnichannel in retail and ecommerce, few walked the walk. How brands and retailers can provide a truly omnichannel customer experience. Omnichannel Retailing: Risks, Rewards, and Mistakes. Changes across the past two years have rocked retail, ecommerce, and digital marketing industries.

Omnichannel 148

Omnichannel Retail Merchant Services Payment Services 148

Retail TouchPoints

MAY 12, 2021

While certain ecommerce verticals saw mind-boggling sales increases in 2020, luxury goods, including jewelry, enjoyed more modest revenue boosts, according to Signifyd Ecommerce Pulse data. Upscale jewelry designer Gorjana, for example, saw 300% growth in 2020, with a 400% monthly increase in sales between April and May 2020 alone.

Jewelry 269

Jewelry Multichannel Retail Merchant Services 269

SellBrite

JANUARY 5, 2018

Omnichannel strategies have the power to create memorable, lasting experiences for consumers. Omnichannel is a new type of strategy that is tough to implement. Most often it gets confused with multi-channel, which is a vastly different strategy. What a perfect omnichannel eCommerce strategy looks like. Image Source).

Omnichannel 161

Omnichannel eCommerce Customer Multi-channel 161

Retail TouchPoints

NOVEMBER 18, 2021

Consumer expectations of retailers have been transformed by their experiences buying from Amazon and other innovative retailers that are able to provide fast, efficient omnichannel experiences. Americans spent more money online during the 2020 holiday season than previously, with revenues growing 32% year-over-year and exceeding $188.2

Shipping Costs 264

Shipping Costs Retail Omnichannel Supplies 264

Retail TouchPoints

JULY 30, 2020

“The Big Lots team is focused on delivering exceptional service and continued growth across our channels, and that includes meeting customers’ increasing desire for immediate, integrated online shopping experiences,” said Erica Fortune, VP of E-Commerce at Big Lots in a statement.

eCommerce 260

eCommerce Webinar Omnichannel Shipping 260

Retail TouchPoints

FEBRUARY 25, 2022

In today’s world brands need to be omnipresent, having digital footprints across several channels. A recent study found that 68% of Gen Z shoppers planned to use non-traditional channels for Black Friday and Christmas shopping, with Instagram (47%) taking the lead as a holiday shopping platform. Looking Ahead.

Social Media 306

Social Media Retail Channel Events 306

Omnisend

DECEMBER 15, 2020

The challenge for ecommerce businesses is the average customer uses ten different channels, including contact forms, social media profiles, live chat, and email—making it hard for companies to know where to focus their efforts. What is Omnichannel Support? Benefits of Omnichannel Customer Support. Learn more!

Omnichannel 148

Omnichannel Live Chat Customer Social Media 148

Retail TouchPoints

JANUARY 11, 2021

Even with new vaccines potentially coming on the market in the months ahead, it’s likely the trends we’ve seen in 2020 will continue into 2021. With consumer shopping more disjointed than ever before, retailers can find a competitive advantage in a robust omnichannel experience informed by consumer behavior across channels.

Small Business Retail 285

Small Business Retail Retail eCommerce Social Media 285

Retail TouchPoints

APRIL 27, 2022

Food retail demand has become fractured across multiple channels, with traditional brick-and-mortar formats losing out to the online medium. in September 2020 after significant rises across the year. Grocery Shopper Trends 2020 report , grocery shoppers now visit 5.1 In 2019, online grocery accounted for 6.3% and then 20.5%

Management 289

Management eCommerce Omnichannel Operations 289

Retail TouchPoints

OCTOBER 14, 2020

2020 has been a year marked by a series of uncertainties. Consumer behaviors have been uprooted and ecommerce has supplanted brick-and-mortar as the primary sales channel. Omnichannel brands can look to convert closed or low-traffic brick-and-mortar locations into dark stores. decrease in offline sales in 2020 3.

Fulfillment 277

Fulfillment Supplies Omnichannel Operations 277

GetElastic

OCTOBER 12, 2021

There are any number of channels businesses can use to market and sell their products, ranging from their own website or third-party marketplaces, to brick-and-mortar stores or even the traditional sales team. Businesses like Stance, Bank of America, and Starbucks, are all great examples of businesses with omnichannel experiences.

Omnichannel 148

Omnichannel Multichannel Channel Customer Retention 148

Retail TouchPoints

JUNE 11, 2021

Many stores, including retail giants Walmart, Target, Best Buy, DICK’S Sporting Goods and Urban Outfitters, introduced or expanded game-changing buy online, pick up in-store (BOPIS) capabilities in 2020. Curbside pickup increased by more than 500% from the end of 2019 to August 2020. billion in 2020, up 32.4%

Payment Services 248

Payment Services Payments Retail Technology 248

Retail TouchPoints

NOVEMBER 17, 2021

Consumers Want Retailers to Catch Up With Their Omnichannel Shopping Behaviors. Omnichannel is so important for us right now as the retail industry, and all industries for that matter, are hit with supply chain issues,” said Aaron Veit, Director of Digital Product Management at Crate & Barrel.

Consumer 325

Consumer Omnichannel Leisure Supplies 325

Retail TouchPoints

APRIL 23, 2021

Christiana DiMattesa , Senior Director Marketing, DTC Channels and Experience, The Americas , Under Armour. Katie Keil , SVP of Omnichannel Marketing , Madison Reed. Kellie Larsen , Director of Omnichannel and Delivery Operations , Party City. Kelly Coffey , Senior Manager, Brand Store Marketing , Ariat International Inc.

Retail 325

Retail Omnichannel Management eCommerce 325