Forrester eCommerce

OCTOBER 27, 2021

In 2022, consumers will continue testing new ways to fulfill their needs with an eye towards long-tail pandemic disruption. In the process, their new behaviors will create new economies.

Consumer 195

Consumer Fulfillment Customer Loyalty Customer Experience 195

Retail TouchPoints

DECEMBER 4, 2024

Over the past seven years, the brand’s VP of Marketing, Jeannie Shin, has witnessed and supported this evolution, especially as the brand built its direct-to-consumer (DTC) business online. We really underestimated the potential of the pop-up experience for our customers.”

Travel 296

Travel Retail Demo Customer 296

Retail TouchPoints

FEBRUARY 26, 2024

Consumers are quickly losing trust, and companies must act swiftly and responsibly to restore it. A Pew Research study reveals a concerning trend: 67% of consumers have little understanding of what companies do with their data, a sentiment echoed by an IAPP study which found that only 29% feel informed about how their data is protected.

Improvements 317

Improvements Payment Services Consumer Banking 317

lateshipment

SEPTEMBER 2, 2021

With consumers fast pivoting to eCommerce in the past few years, particularly during the 2020 pandemic, eCommerce supply chain and logistics are steadily evolving to make the most of the new challenges. And so, here are the top five emerging and promising eCommerce logistics trends to keep an eye on as we head towards 2022.

Shipping Costs 246

Shipping Costs eCommerce Supplies Fulfillment 246

Forrester eCommerce

JUNE 27, 2022

The pandemic thrust consumers and technology into the forefront, exposing a long-standing tension between the two. Recently, Forrester released its US Customer […].

Technology 367

Technology Consumer Customer Customer Loyalty 367

Retail TouchPoints

AUGUST 30, 2023

Nearly two-thirds of consumers ( 65% ) say they “love” fewer than three brands, according to a U.S.-based With customer behaviors and expectations changing so rapidly, it’s difficult to pinpoint what truly drives this lack of brand love and loyalty. based survey conducted by Dynata. But what’s happening in retail specifically?

Customer Loyalty 264

Customer Loyalty Retail Shipping Costs Financial Services 264

Retail TouchPoints

NOVEMBER 10, 2022

Customer loyalty experts know that the best-run programs do far more than simply boost sales by rewarding members with points and perks. Emeline Berlind, VP and General Manager of Loyalty for Sephora, revealed how the retailer’s approach to loyalty provides it with both strategic and tactical benefits.

Consumer 269

Consumer Gifts Customer Experience Multi-channel 269

Retail TouchPoints

JUNE 2, 2022

At its June 1, 2022 Investor Day, Levi Strauss and Co executives laid out an aggressive strategy to propel the company toward revenues of $9 to $10 billion by 2027, by doubling down on DTC and diversifying beyond denim. “We The company reaffirmed its expectations for fiscal 2022, with revenues expected to reach $6.4 billion this year.

eCommerce 296

eCommerce Customer Loyalty Presentation Consumer 296

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 264

Consumer Fulfillment Supplies Technology 264

Retail TouchPoints

JANUARY 30, 2025

As we move into 2025 and reflect on the learnings of the 2024 holiday season, customer loyalty and the risks of losing it are at the top of every business leader’s mind. From 2018 to 2022, companies that embraced digital leadership saw average annual shareholder returns of 8.1% , compared to 4.9%

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

Retail TouchPoints

FEBRUARY 1, 2022

Ken Hughes has become a fixture on the retail speaker circuit thanks to his in-depth research on consumer behaviors. He is a consumer behavioralist, after all. Here he offers insight into his work as a consumer behavioralist, how the pandemic has shaped his work and why he has decided to dig into this overlooked “digital divide.”

Consumer 245

Consumer Travel Social Media Customer 245

Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

SEPTEMBER 9, 2022

18-19, 2022, at Convene One Liberty Plaza in New York City. The agenda is designed to hit on all the core issues surrounding this space, from cybersecurity to finance and customer experience. CEOs, CIOs, CFOs and other executives involved in Web 3.0,

Customer Loyalty 304

Customer Loyalty Consumer Goods Customer Experience Technology 304

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 293

Customer Experience Recommendation Consumer Customer 293

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

AUGUST 19, 2024

This can be done through the effective use of granular data, which will in turn help retailers maintain customer loyalty and keep their revenues steadier, regardless of fluctuations in national consumer spending rates. Privacy and customer satisfaction are now closely intertwined.

Retail 306

Retail Customer Loyalty Consumer Social Media 306

Forrester eCommerce

NOVEMBER 8, 2022

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

Financial Services 195

Financial Services Customer Banking Customer Loyalty 195

Retail TouchPoints

JANUARY 24, 2023

billion in 2022. The Transformation of Search Consumers are searching a lot. In January 2022, search grew by 24% YoY while the rest of digital grew 34% YoY. As of September 2022, search platform growth was down 12% while retailer platforms were up 13%. Based on November 2022 data, Twitter is No.

Social Media 276

Social Media Channel Customer Loyalty Banking 276

Retail TouchPoints

MAY 24, 2023

Unsurprisingly, this has dramatically changed the shopper marketing landscape, and as a result, retail brands are being forced to rethink how they interact with consumers. This next cohort of consumers are financially strained and require a tailored approach to ensure that the value in the products on offer is clearly communicated.

Retail 297

Retail Customer Loyalty Consumer Travel 297

Retail TouchPoints

JANUARY 2, 2024

To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts ( 77% ) and loyalty program points ( 61% ), according to Retail TouchPoints research. However, a Deloitte survey reveals that consumers’ loyalty program preferences and expectations are evolving.

Consumer 309

Consumer Shipping Costs Customer Retention Information 309

Ecommerce Platforms

JUNE 15, 2022

However, returns don’t have to mean the end of a relationship with that customer. In fact, 92% of consumers would buy again if the return process was easy. Return Rabbit is a Shopify app that allows you to streamline and customize your returns process. Brand consistency is essential for building customer loyalty.

Merchant Services 192

Merchant Services Shipping Costs Shopify Shipping 192

Retail TouchPoints

SEPTEMBER 29, 2022

There are signs of a disconnect between consumers and retailers when it comes to sustainability. A recent report has found that two-thirds of consumers are willing to pay more for sustainable products than retailers expect — and reveals that consumer preference for recommerce models is also being underserved. A Starting Point.

Retail 362

Retail Fashion Supplies Apparel 362

Retail TouchPoints

AUGUST 30, 2023

In today’s challenging business landscape, where profit margins are shrinking, supply chains are slow and uncertain, labor shortages are prevalent and inflation is a concern, it is crucial for retailers and brands to differentiate between understanding customer habits and fostering customer loyalty in order to succeed.

Shipping Costs 262

Shipping Costs Improvements Live Chat Retail 262

Retail TouchPoints

JANUARY 11, 2023

Livestream platform Bambuser says livestream shopping viewership grew by ~38% every quarter in 2022 in North America and Western Europe, so there is huge opportunity for growth. Consumers like to feel connected to the brands they support. More than ever, consumers want to feel connected to the brands they support.

Social Media 279

Social Media Multi-channel Customer Loyalty Shopify 279

Retail TouchPoints

MARCH 17, 2023

Reintroducing NFTs for Retail Selling digital products to consumers is not new. Consumers buy digital services from Netflix. When a consumer rents a movie, it’s the same movie that any other consumer can rent. On the other hand, when a consumer purchases an NFT it is unique and only has one owner.

Cryptocurrencies 312

Cryptocurrencies Automotive Merchant Services Arts 312

Retail TouchPoints

SEPTEMBER 14, 2023

that delivers pretty much any item to a consumer with science fiction-style immediacy, retailers remain bound by 21 st -century delivery methods. Unfortunately for retailers, fast fulfillment is rapidly moving from a differentiating “perk” to a consumer expectation. “On Until someone invents a Star Trek -style replicator (“Tea.

Shipping Costs 278

Shipping Costs Fulfillment Shipping Customer Loyalty 278

ESW

SEPTEMBER 1, 2023

American consumers spent an astounding $1.29 trillion in online retail sales in 2022, yet roughly $212 billion worth of products — more than 16% of sales — were sent back in the form of online returns. So how can consumer electronics brands reduce the number of holiday returns this year?

Consumer Electronics 146

Consumer Electronics Electronics Consumer Live Chat 146

Retail TouchPoints

JULY 24, 2023

Navigating these touch points can be challenging, but the potential rewards, like enhanced customer loyalty, are worth the additional effort. consumers have at least one email account, with the average addresses per person totaling 2.5. In fact, in 2022, 55% of businesses texted their customers , according to Simple Texting.

Small Business Retail 246

Small Business Retail Marketing Retail Social Media 246

Retail TouchPoints

SEPTEMBER 7, 2023

The pace of technological change — as well as consumers’ increasing demand for always-on-shopping, anytime, anywhere — has left some retailers struggling to innovate digitally to meet customers’ evolving wants and needs. The customer experience is changing — and faster than ever. MACH helps them do it — and fast.

Customer Experience 290

Customer Experience Technology Customer Retail 290

Retail TouchPoints

JANUARY 25, 2024

Proper security is imperative to any business’ bottom line and the integrity of their brand, but how can that be achieved without increasing the burden on the end consumer? A unique key pair is created for every website, service and app that the consumer needs to access, and is tied to a specific site or application. Enter passkeys.

Payment Services 264

Payment Services Cryptography Payments Improvements 264

Retail TouchPoints

JANUARY 25, 2023

In Q3 2022, ecommerce accounted for less than 15% of all retail sales. That means brick-and-mortar is still going strong, and not just because consumers are eager to get out of the house again. Forrester and Shopify found that more than half (54.5%) of holiday 2022 shoppers planned to visit brick-and-mortar stores for this reason.

Retail 230

Retail Sporting Goods Consumer Department Stores 230

Retail TouchPoints

JULY 20, 2022

In addition, always-on, cross-device shopping behaviors mean consumers are taking their shopping across borders and, in turn, they’re asking more of already strained supply chains. Experts agree that the supply chain has more impact on the customer experience than ever before.

Supplies 306

Supplies Shipping Costs Customer Loyalty Technology 306

Retail TouchPoints

AUGUST 9, 2022

Appointments are among the best ways to build customer loyalty and ultimately, to grow and improve revenue.”. Data from McKinsey shows that consumers’ purchase decisions revolve around buying into an experience,” said Tiwari. People are changing the way they buy, so we have to change the way we sell.

Webinar 311

Webinar Customer Loyalty Books Improvements 311

GetElastic

APRIL 7, 2022

Shoptalk was back in 2022, a four-day event that's has been dubbed the 'biggest retail conference of the year.' or see how Pella is looking at establish a new direct to consumer model. “As Beyond sharing the stories of our customers, we met and heard from a variety of brands, partners, and thought leaders in the commerce space.

Customer Loyalty 147

Customer Loyalty Channel Events Technology 147

Smile.io

FEBRUARY 2, 2024

has the world’s largest loyalty dataset, with 100,000 merchants.    For this report, we analyzed over 100,000 merchants in 148 countries over two years and compared various metrics from 2023 to the previous year in 2022.  Our goal is enterprise loyalty made easy Loyalty & Reward Program Insights from Smile.io

Customer Loyalty 101

Customer Loyalty eCommerce Customer Merchant Services 101

Retail TouchPoints

AUGUST 7, 2024

The frequency and severity of extreme weather events like what we have seen in recent years serves as a wake-up call for companies and consumers alike. Companies often end up with unsold product due to overproduction, seasonality or changes in consumer preferences. in 2022, these returns produce an enormous amount of waste.

Consumer 263

Consumer Customer Loyalty Events Presentation 263

Retail TouchPoints

JUNE 27, 2022

This has been a volatile year for retailers and consumers alike, and the uncertain nature of 2022 has been shaping trends across the industry, according to Forrester’s Vast, Fast, And Relentless: Consumer Buying Enters A New Era report. While loyalty programs can help to some extent, they come with their own downsides.

Shipping Costs 276

Shipping Costs Omnichannel Customer Retention Customer Loyalty 276