Retail TouchPoints

APRIL 7, 2022

Many factors go into customer loyalty, from the most basic (offering quality products that shoppers want) to more emotionally driven considerations. RTP: Overall, what do you think will be some of the most important trends in grocery through the rest of 2022? Case in point: the Kroger Zero Hunger Zero Waste initiative.

Customer Loyalty 278

Customer Loyalty Customer Beauty and Health eCommerce 278

Retail TouchPoints

DECEMBER 4, 2024

“We really underestimated the potential of the pop-up experience for our customers.” Calpak put its brick-and-mortar plans on hold during the pandemic but then doubled down in 2022 when “revenge travel” ramped up and demand was more sustained.

Travel 296

Travel Retail Demo Customer 296

Forrester eCommerce

NOVEMBER 7, 2022

Our New Report “How Customer Experience Drives Business Growth, 2022” Puts A $-Value On Improving CX By One Point Many CX leaders find it hard to make the case for investing in CX. That’s why Forrester built industry-specific models that demonstrate how CX improvements drive business growth through increased customer loyalty.

Improvements 195

Improvements Customer Loyalty Customer Experience Customer 195

Retail TouchPoints

APRIL 7, 2022

She will oversee the retailer’s marketing, advertising and customer experience initiatives as well as lead the development and execution of Mattress Firm’s brand strategy and develop a forward-thinking media strategy. Her broad experience and strong functional expertise will help us further evaluate our marketing function.”.

Marketing 306

Marketing Customer Loyalty Customer Experience Supplies 306

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

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

JUNE 27, 2022

Consumer behaviors and ambitions caused enterprises and brands to innovate in new ways to sustain engagement with their customers, helping them cope through disruption while delivering positive experiences that ease their daily lives. Recently, Forrester released its US Customer […].

Technology 367

Technology Consumer Customer Customer Loyalty 367

Retail TouchPoints

AUGUST 30, 2023

Granted, executive respondents to this survey spanned retail, supermarket, consumer goods, airlines, entertainment and media and even financial services, so these results reflect a broader view of how business leaders are thinking about loyalty. Even though it has retreated from the highs of 2022, the damage has had long-term ripple effects.

Customer Loyalty 264

Customer Loyalty Retail Shipping Costs Financial Services 264

Retail TouchPoints

APRIL 14, 2023

Walmart’s digital sales have risen steadily since then, including 12% annual growth in fiscal 2022, and it has recently expanded its online offerings to include an ecommerce site and customer experience aimed at SMBs as well as an overall revamp of its digital storefront with an emphasis on discovery. 28, 2023, fell 14% to $514.3

Omnichannel 274

Omnichannel Customer Loyalty Operations Definition 274

Forrester eCommerce

SEPTEMBER 19, 2023

Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]

Financial Services 433

Financial Services Banking Improvements Management 433

Forrester eCommerce

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Improvements 259

Improvements Customer Experience Customer Customer Loyalty 259

Retail TouchPoints

SEPTEMBER 16, 2022

to fortify its brick-and-mortar traffic was implemented following initiatives such as the August 2022 announcement that the retailer would roll out 200 fast electric vehicle (EV) chargers at locations across the country by the end of 2023. In May 2022, IKEA franchisor Ingka Group revealed its plan to invest more than €3 billion ( $3.16

Home Furnishings 263

Home Furnishings Workshop Customer Loyalty Events 263

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

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

Forrester eCommerce

AUGUST 8, 2022

Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.

Retail 195

Retail Customer Customer Loyalty Customer Experience 195

Ecommerce Platforms

JUNE 15, 2022

As we just hinted at, Return Rabbit streamlines the customer's returns and refund experience. The app was only launched in February 2022, so there aren't many online reviews yet. Brand consistency is essential for building customer loyalty. About Return Rabbit – How it Works. Brand Your Returns and Exchanges.

Merchant Services 192

Merchant Services Shipping Costs Shopify Shipping 192

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. We’re also supporting convenience, for example with the September 2022 addition of free shipping for all Beauty Insider members. RTP: Sephora is known for having a rich customer experience.

Consumer 269

Consumer Gifts Customer Experience Multi-channel 269

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

SEPTEMBER 11, 2023

As the name implies, experiential retail initiatives aim to turn a transaction into an experience for the customer. The goal is to improve engagement, customer loyalty and the bottom line. To truly bring immersive experiences to life, retailers need to examine their tech stack closely.

Technology 264

Technology Point of Sale Customer Experience Customer Loyalty 264

Forrester eCommerce

APRIL 11, 2022

Emotion is key to delivering differentiated customer experiences that drive brand loyalty. Join me at CX APAC to learn more.

Customer Experience 195

Customer Experience Customer Customer Loyalty 195

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

JULY 24, 2023

Navigating these touch points can be challenging, but the potential rewards, like enhanced customer loyalty, are worth the additional effort. In fact, in 2022, 55% of businesses texted their customers , according to Simple Texting. Raman began his career working on the Human Genome Project at the Dept.

Small Business Retail 246

Small Business Retail Marketing Retail Social Media 246

Retail TouchPoints

JANUARY 11, 2023

Now, foot traffic is still relevant, but brands also have to worry about growing their social presence, having social shops to make purchasing quick and easy, livestream shopping, oh and making sure this all connects back to their website/online store and that they are collecting data to improve future customer experiences.

Social Media 279

Social Media Multi-channel Customer Loyalty Shopify 279

Retail TouchPoints

AUGUST 6, 2024

By understanding how these brands approach targeted advertising and sales tactics, legacy ecommerce retailers can modify their own strategies to achieve a higher level of customer engagement. in Sept 2022. User data may also be paired with artificial intelligence to enhance the customer experience.

eCommerce 278

eCommerce Social Media Fashion B2C 278

Retail TouchPoints

SEPTEMBER 21, 2021

The 15 sessions covered a wide range of topics, so to make it easier to browse we’ve organized the sessions into four categories: Holiday 2021 forecasts and how best to prepare for 2022; Building loyalty with connected consumer experiences; Key ecommerce and digital marketing trends; and Embedding innovation within your retail organization.

Payments 272

Payments Payment Services Customer Experience Social Media 272

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

MAY 24, 2023

Budweiser’s campaigns for the UEFA Euro 2020 and the FIFA World Cup 2022 expertly combined a strategy of tapping into the mood of the nation while also becoming a part of culture to create more credibility and authenticity in football fandom. Where Does Customer Loyalty Lie? Customer loyalty is always a hot topic.

Retail 297

Retail Customer Loyalty Consumer Travel 297

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.' On the show floor, we enjoyed hosting some fireside chats with our fabulous customers Serena & Lily, Pella, and Deckers Brands at our booth. 3) Customer Loyalty is Evolving. What We Heard on The Show Floor.

Customer Loyalty 147

Customer Loyalty Channel Events Technology 147

Retail TouchPoints

JANUARY 25, 2022

It’s energizing to think about customer experience transformation and what that could possibly mean for a business. In the retail industry, many organizations are at a pivotal moment of forging a path forward to define the future-state customer experience where the physical and digital converge. We all like to think big.

Management 264

Management Marketing Order Fulfillment Customer Experience 264

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

iVend

JULY 8, 2021

What I am hearing, and is supported by expert 3 rd party research, is a consistent pattern of four key priorities: in-store customer experience, knowledgeable staff, personalised loyalty programs and social media marketing. The in-store customer experience is that differentiation.

Customer Experience 98

Customer Experience Customer Social Media Retail 98

lateshipment

SEPTEMBER 16, 2022

How E-commerce Businesses Can Have a Great Festive Season in 2022. Also, this year, experts are still hopeful of holiday retail and e-commerce sales increasing over 2021 numbers despite inflation putting a burden on customers’ spending. Focus on providing memorable post-purchase experiences. Feel free to check it out. .

eCommerce 130

eCommerce Merchant Services Shipping Costs Social Media 130

Retail TouchPoints

MAY 23, 2022

Loyalty programs can increase revenue by 15%-25% each year, according to McKinsey , which is why brands prioritize these programs. The customer experience is just as crucial and shapes how customers perceive your brand. This isn’t just a performance issue, it’s also customer expectation.

Merchant Services 264

Merchant Services Improvements Customer Experience Customer Loyalty 264

Retail TouchPoints

NOVEMBER 3, 2023

Transparency: Build Trust and Avoid Greenwashing A 2022 Fast Company study found that 68% of company owners admit their business is guilty of greenwashing, a marketing gimmick intended to mislead customers who purchase services and products from environmentally conscious brands.

Retail 278

Retail Shipping Costs Operations Management 278

Retail TouchPoints

JUNE 7, 2023

We’ll take a deep dive into emerging tech such as haptic imagery, conversational artificial intelligence (AI) and augmented reality (AR), and see how innovative brands like Apple, Disney and Journey are applying SETs to create full or partial sensory experiences that increase brand recognition and build customer loyalty online.

Technology 279

Technology Retail Customer Experience Presentation 279

Retail TouchPoints

SEPTEMBER 14, 2023

Target debuted a larger store concept in October 2022 that includes backroom fulfillment space 5X larger than previous stores of a similar size. This result implies that retailers have some leeway to experiment with instituting shipping fees to cover their fast fulfillment costs.

Shipping Costs 278

Shipping Costs Fulfillment Shipping Customer Loyalty 278

Retail TouchPoints

JANUARY 2, 2024

The most significant shift in the loyalty sphere is consumers’ attitudes toward co-branded credit cards. Deloitte found that consumer interest in co-branded credit cards dropped 11% between 2022 and 2023. Additionally, less than 40% of Gen X or older respondents are looking to enroll in a credit card connected to a loyalty program.

Consumer 309

Consumer Shipping Costs Customer Retention Information 309