Forrester eCommerce

MARCH 13, 2024

Forrester’s 2023 State Of VoC And CX Measurement Practices Survey results are in. They reveal some continued trends — and some interesting shifts.

Customer Experience 436

Customer Experience Customer 436

Retail TouchPoints

MARCH 5, 2025

However, her responsibilities quickly expanded beyond marketing and customer experience, including driving the brands loyalty initiatives, into technology innovation and finance. Cook has been with Davids Bridal for more than five years, starting as EVP and Chief Marketing Officer.

PayPal 214

PayPal Omnichannel Customer Experience Technology 214

Forrester eCommerce

AUGUST 24, 2022

Learn where to trim your CX budget in 2023 and key areas to increase investment dollars. Forrester contends that CX leaders are overly optimistic about their budget prospects.

Customer Experience 368

Customer Experience Customer 368

Retail TouchPoints

OCTOBER 31, 2024

After declaring bankruptcy in April 2023, David’s Bridal was sold to CION Investment Corp. in July 2023 in a deal that kept approximately 195 brick-and-mortar stores open.

Document 288

Document Accessories Fashion Shipping 288

Forrester eCommerce

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

Customer Experience 294

Customer Experience Recommendation Consumer Customer 294

Retail TouchPoints

DECEMBER 11, 2024

New Fresh builds were put on an indefinite hold in 2023, and some stores were shuttered as Amazon executed what Coresight Research described as a brick-and-mortar retreat to grocery. Were especially excited about the redesigned Amazon Fresh stores and the positive feedback were hearing from our customers in Chicago.

Retail 284

Retail Electronics POS Other 284

Forrester eCommerce

NOVEMBER 21, 2023

(written with Daniel Portillo, senior research associate at Forrester) First, the good news: US federal customer experience (CX) remains steady amid an unprecedented two-year decline in average CX quality in the US private sector (link for Forrester client access only).

Customer Experience 433

Customer Experience Customer 433

Retail TouchPoints

MARCH 6, 2024

At a time when acquiring a new customer is five times more expensive than retaining a current customer, there is another return on this investment that might be even more lucrative in the long run. Returnless refunds are improving the almighty customer experience, and in turn, their potential customer lifetime value.

Customer Experience 289

Customer Experience Shipping Costs eCommerce Improvements 289

Retail TouchPoints

NOVEMBER 26, 2024

Leaning into Hanna’s Reputation for Durability with Resale The next step was the debut of the Hanna-Me-Down resale program in 2023 , which reinforces the brand’s commitment to high-quality fabrications, durability and sustainability. “Our mission is to be champions of childhood,” said Lapic. “We It’s very personalized.”

Customer 289

Customer eCommerce Apparel Customer Experience 289

Retail TouchPoints

DECEMBER 31, 2024

The number of returns is growing and managing them is critically important to maintaining margins and customer satisfaction. Consider these facts: total returns amounted to $743 billion in merchandise in 2023 and in 2022; approximately 16.5% of all purchased goods were returned to retailers.

Payment Services 311

Payment Services Shipping Costs Retail Shipping 311

Forrester eCommerce

AUGUST 16, 2023

Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

Customer 369

Customer Marketing Customer Experience Omnichannel 369

Forrester eCommerce

SEPTEMBER 20, 2024

For 2023, we published the results in the report How Customer Experience Drives Business Growth, 2023. Each year, we calculate the business impact of improving CX Index by one point.

Improvements 244

Improvements Customer Experience Customer Marketing 244

Retail TouchPoints

NOVEMBER 1, 2024

billion in 2023; Platform payout: $3.23 billion in 2023; Affiliate marketing: $1.1 billion, up from $570 million in 2023; Merchandise: $450 million, up from $130 million in 2023; and Subscriptions: $270 million, up from $90 million in 2023. billion, up from $5.12 billion, up from $2.34

Social Media 293

Social Media Arts Subscription Technology 293

Retail TouchPoints

NOVEMBER 22, 2024

Retailers are tasked with tackling these challenges while navigating other issues disrupting their business, from rising theft rates to heightened customer demands for more seamless and transparent shopping experiences. According to research from Emarketer , U.S.

Management 278

Management Retail Merchant Services Operations 278

Retail TouchPoints

JULY 18, 2024

For example, apps with both associate-facing and customer-facing user interfaces [UIs] allow associates to support the customer’s own research and also facilitate transactions, including endless aisle capabilities and ship-from-store.

Customer Experience 278

Customer Experience Customer Retail Workshop 278

Retail TouchPoints

DECEMBER 21, 2023

The editors of Retail TouchPoints are sharing our picks for the seven most consequential stories of 2023. Resale Continued its Rise but Came Under Financial Scrutiny Consumers’ enthusiasm for secondhand goods, as well as other forms of more sustainable consumption like rental and repair services, showed no sign of slowing in 2023.

Sporting Goods 306

Sporting Goods Operations Apparel Consumer 306

Retail TouchPoints

MARCH 26, 2025

from the $743 billion returned in 2023, and all indications are that these numbers will continue to climb in 2025. In December 2024 , the NRF forecast that total returns for the year would reach $890 billion , up 19.8%

Department Stores 162

Department Stores Supplies Customer Experience Presentation 162

Retail TouchPoints

NOVEMBER 14, 2024

This data, which includes sensitive customer information like credit card details, is stored across a number of environments and is accessible through millions of point-of-sales and IoT devices. This is a 10% increase over 2023’s mark and the highest yearly uptick since the pandemic. million last year. million and $3.48

Retail 277

Retail Payment Services Consumer Management 277

Forrester eCommerce

SEPTEMBER 8, 2023

Has The Economy Got You Down? Inflation is rampant, and beleaguered consumers are reeling from high prices.

Consumer 419

Consumer Customer Experience B2C Marketing 419

Retail TouchPoints

NOVEMBER 29, 2024

A 2023 study found , for example, that 70% of 28,500 Gen Zs and millennials surveyed across the United States, the United Kingdom, France, Germany, India, Mexico and the United Arab Emirates said that they prefer a “learn more” call to action to a “buy now” button.

Social Media 278

Social Media Beauty and Health Payment Services Consumer 278

Retail TouchPoints

DECEMBER 5, 2024

Total returns are projected to reach $890 billion in 2024, up from the estimated $743 billion of merchandise returned in 2023 , according to a new report from the National Retail Federation and Happy Returns , a UPS company. This would account for 16.9% of retailers’ annual sales in 2024, increasing from 14.5%

Customer Experience 162

Customer Experience Consumer Retail Customer 162

Forrester eCommerce

FEBRUARY 26, 2025

Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say its easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

DECEMBER 11, 2024

The kiosks, which the retailer began piloting in late 2023, allow customers to activate weekly circular digital coupons and personalized offers without requiring a smartphone or even internet access.

Reference 274

Reference Customer Improvements Retail 274

Retail TouchPoints

JANUARY 2, 2025

Really, Truly Fake: The RealReal Opens Counterfeit Handbag Store on Canal Street (June 13, 2024) Counterfeits and dupes continued to plague retail in 2023, Amazon alone identified, seized and disposed of 7 million counterfeit products.

Retail 278

Retail Payments Payment Services Supplies 278

Retail TouchPoints

OCTOBER 30, 2024

True Religion opened its first new store since 2019 in September 2023 at the Cumberland Mall in Atlanta, exceeding soft opening projections by 67.9%. Many different considerations come into play, but the biggest decision for us is that we just want to be wherever our shoppers are.

Social Media 287

Social Media Omnichannel Apparel Marketing 287

Forrester eCommerce

JULY 25, 2024

Die Ergebnisse der Forrester-Umfrage „2023 State of VoC and CX Measurement Practices“ liegen vor. Sie zeigen einige anhaltende Trends - und einige interessante Verschiebungen.

Customer Experience 261

Customer Experience Customer 261

Retail TouchPoints

MARCH 6, 2024

million in 2023, 12% higher than the $669.8 Additionally, the eyewear retailer increased average revenue per customer 9.3% in 2023, to $287 , and boosted its number of active customers 2.5% , to 2.33 In only its second full year as a public company, Warby Parker generated net revenue of $71.7 million generated in 2022.

Omnichannel 278

Omnichannel Customer Management Retail 278

Retail TouchPoints

MARCH 10, 2025

In fact, a study by Mind Share Partners in 2023 found that U.S. retail workers are more likely to experience mental health symptoms and for longer durations; almost seven in ten (69%) reported at least one symptom. To add to the challenge, customers start flocking to shopping outlets in large numbers during seasonal and peak periods.

Retail 253

Retail Technology Events Improvements 253

Retail TouchPoints

FEBRUARY 10, 2025

Southeastern Grocers (SEG) had been sold to Aldi in August 2023 , an acquisition that was completed in March 2024. As we reinvest in the store fleet, we are inspired by listening loudly to the voices of our customers, to elevate and revolutionize our customer experience and store offerings.

Operations 191

Operations Customer Experience Customer Marketing 191

Retail TouchPoints

NOVEMBER 28, 2024

In 2023, over one-third of adults in the U.S. These customers are motivated by price, timing and the logistics of the holidays. Morgan clients can seamlessly, securely and efficiently accept payments in ways that redefine the path to purchase and create uniquely rewarding customer experiences. Prior to J.P.

Payment Services 298

Payment Services Payments Merchant Services Omnichannel 298

Retail TouchPoints

JANUARY 10, 2025

in 2023 the retail picture is very different. Which is why the companys second bankruptcy in early 2023 was such a shock to the ecosystem, and felt to many like the final straw. But when it comes to weddings for which services alone brought in an estimated $182.56 billion in the U.S.

B2B 287

B2B Small Business Retail Consumer Jewelry 287

Retail TouchPoints

DECEMBER 23, 2024

But in the world of gaming, digital twins also empower players to express themselves more creatively and authentically online , using skins and other digital goods to customize their avatars.

X-cart 278

X-cart Payments Fashion Games 278

Retail TouchPoints

DECEMBER 6, 2023

But, while they continued to make headlines in 2023, marketplaces themselves were no longer the hot commodity this year , marketplace sellers were. Another thing sellers are increasingly looking for is a good customer experience for themselves, according to Ali.

Merchant Services 278

Merchant Services eCommerce Operations Games 278

Retail TouchPoints

DECEMBER 10, 2024

Our teams are looking forward to deepening our connections with customers and to bringing the best of Apple to help people across this country explore their passions, build their businesses and take their ideas to the next level. In July 2023 Apple opened an online storefront on WeChat in China, making Apple products available to the sites 1.2

Retail 275

Retail Games Consumer Customer 275