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2023 Customer Experience Customer Loyalty 
Retail TouchPoints
AUGUST 15, 2022
New research from PwC has found that three in 10 customers are more likely to try a new brand — and that number is even higher among younger consumers. But winning (and keeping) customers’ loyalty is no longer confined to programs and points. Despite their investments, there are a few gaps and opportunities for improvement.
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Retail TouchPoints
NOVEMBER 28, 2024
As the holiday shopping season approaches, retailers face increased pressure to facilitate a seamless and secure shopping experience. This is an opportunity to not only capture share of wallet but also build lasting customer loyalty and trust. Payments technology is central to the shopping experience. Prior to J.P.
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Staying Ahead of UFLPA Enforcement: Best Practices for Retail Supply Chains
What Your Financial Statements Are Telling You—And How to Listen!
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.
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.
259 
Retail TouchPoints
JANUARY 17, 2025
With returns siphoning off a staggering $743 billion from retailers bottom lines in 2023, its clear that the industrys approach needs an overhaul. But instead of leaning on rigid policies that risk driving customers away, retailers can use this as an opportunity to rethink returns.
162 
Forrester eCommerce
JUNE 16, 2023
The Canada CX Index 2023 shows brands backsliding on performance. Read about the results and meet two brands that beat the odds and improved their CX Index scores in a tough year.
Retail TouchPoints
JULY 24, 2024
Bulk essentials retailer Boxed.com has been relaunched by online wholesale retailer MSG Distributors , which acquired the brand out of bankruptcy in 2023. The company was bought by MSG a few months later, in August 2023.
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Retail TouchPoints
MAY 29, 2023
But with 73% of consumers saying that “a good experience is key in influencing their brand loyalties,” according to PwC , there has never been a better time for brands to relook at their processes, upgrade their antiquated technology and find a new solution that delivers a fair experience to sustain customer loyalty.
278 
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. But what’s happening in retail specifically?
264 
Retail TouchPoints
APRIL 14, 2023
The deal marks the first joint acquisition made by WHP Global and Express since finalizing their strategic partnership earlier in 2023. Express plans to leverage its own strengths in the men’s fashion space to boost Bonobos’ presence in underpenetrated categories as well as drive greater brand awareness and customer acquisition.
274 
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
101 
Forrester eCommerce
NOVEMBER 30, 2023
The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.
243 
Forrester eCommerce
SEPTEMBER 19, 2023
US financial services brands are struggling to earn high levels of customer trust. 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.
Retail TouchPoints
OCTOBER 18, 2024
Dollar General will kick off a new customer loyalty program for its pOpshelf banner by the end of this year, offering 10 reward points for each dollar spent and a $5 reward for every 1,000 points accumulated. Exclusive loyalty program perks will include 15% birthday rewards and double points days. local time on Oct.
255 
Retail TouchPoints
DECEMBER 25, 2024
The Cost of Processing Returns According to the National Retail Federation , over $100 billion was estimated to be lost to return scams in 2023 alone. Converting refunds into exchanges, store credits or partial refunds are other ways to increase customer loyalty while efficiently controlling inventory.
162 
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. billion ) to open new locations and renovate existing stores by the end of 2023. .
263 
Retail TouchPoints
OCTOBER 2, 2024
In 2023, over 1.2 This extended downtime presents a unique opportunity for operators to enhance the customer experience. This shift not only has the potential to increase sales and customer loyalty but also demands a comprehensive rethinking of business models. million EVs were sold in the U.S.,
273 
Retail TouchPoints
NOVEMBER 8, 2023
is the true omnichannel experience — a combination of online and in-store — where we have leading brands and market share, strong store density and online presence, and a deep heritage of customer loyalty and relationships. No financial details of the transaction were disclosed.
Smile.io
SEPTEMBER 5, 2024
One common goal in every ecommerce industry is to acquire and retain loyal customers. Customer loyalty is important to fuel the growth of a business, and a common retention strategy ecommerce businesses use is loyalty and reward programs. A loyalty program can be optimized differently in every industry.
Retail TouchPoints
SEPTEMBER 3, 2021
In every organization, marketing plays an important role in defining, socializing and managing the customer experience (CX). However, the relationship between the customer experience and the marketing teams is often disconnected. Even better, that appreciation can translate into customer loyalty and business growth.
306 
Retail TouchPoints
JULY 19, 2024
The rise in delivery volume coincided with the relentless barrage of unwanted robocalls and robotexts – many launched by bad actors spoofing legitimate retail companies to swindle money and personal information from their customers. Focus Outbound CX on Regaining Customer Trust Consumer trust has always been tied to the customer experience.
262 
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.
262 
Retail TouchPoints
JUNE 13, 2024
The convenience and immediacy it offered set a new standard in the retail alcohol market — particularly during the pandemic — offering quick, seamless and safe purchasing experiences. Here are three key steps grocers can take to regain customer loyalty and strengthen their position in the market.
Ecommerce Platforms
JUNE 16, 2023
We sprinkled in apps from all categories, ranging from marketing to sales, social media to shipping, and customer service to reporting. What are the Best Shopify Apps in 2023? You get 500 monthly returns, return policy customization, and a white-labeled user dashboard on the basic plan.
211 
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.
279 
Retail TouchPoints
JUNE 8, 2023
The D2 Summit: Retail Edition is a co-located conference at the Retail Innovation Conference & Expo , which is taking place June 13-15, 2023 in Chicago. Finally, several sessions will reveal how Web3 can support brands in their quest to solidify customer loyalty.
287 
Retail TouchPoints
SEPTEMBER 7, 2023
Retailers are tackling pressing issues, from wavering customer loyalty to finding the next channel or platform they need to sell on. But leadership teams still need to keep an eye on strategies for long-term, profitable growth. You can also incorporate automation within PLM.
263 
Retail TouchPoints
JANUARY 5, 2024
That pace of advancement is only accelerating as retailers continue to find new ways to create the ultimate customer experience, leaving everyone asking, “What’s next?” The Warehouse and the Customer Experience: The Three Stages of Change The best way to understand where retail logistics is going is to first understand where it’s been.
277 
Retail TouchPoints
SEPTEMBER 14, 2023
Walmart added its second in-store fulfillment center in May 2023 at a store in its home town of Bentonville, Ark. This result implies that retailers have some leeway to experiment with instituting shipping fees to cover their fast fulfillment costs. That has been [Amazon’s] mantra all the time: ‘Get it to the customer faster.’
278 
Retail TouchPoints
MARCH 31, 2023
Reputational Damage What often takes them over the top and forces them to look at it anew is that they know the traditional customer journey, from their app to the bank’s app and back again, is fraught with complexity and poor customer experience. Many customers bail at this point. It’s reckoned that nearly 4.5
Retail TouchPoints
JANUARY 11, 2023
He will share his lessons in entrepreneurship, brand strategy and community building during the Retail Innovation Conference & Expo taking place June 13-15, 2023 at McCormick Place in Chicago. Want to learn more lessons in loyalty from the Johnny Cupcakes brand? Lesson 1: Embrace all the senses to bring your brand to life.
277 
lateshipment
AUGUST 31, 2023
The upcoming 2023 holiday season is no different. And with the holiday season coming right up, it’s time to strategically market to your customers. 6 Consumer Trends Shaping 2023 Holiday Shopping 1. Don’t lose your customers to poor delivery experiences. These behavior patterns constantly keep changing.
130 
Retail TouchPoints
JUNE 15, 2023
One of the big takeaways from his keynote at the 2023 Retail Innovation Conference & Expo in Chicago was about the importance of thinking outside the box as a way to stand out from the crowd: “Don’t just check boxes; create new boxes to check.”
320 
Retail TouchPoints
JANUARY 3, 2024
Long viewed as a necessary evil, the retail returns process is emerging as an unexpected avenue for growth and customer engagement. In the rapidly expanding ecommerce market, projected to reach $3 billion in 2023, a significant 20% to 30% of online purchases end up being returned. Operational aspects of returns are just as crucial.
278 
Retail TouchPoints
JUNE 17, 2024
Technology has permeated every aspect of customer loyalty, providing brand marketers with more tools to engage customers. After a generally good holiday 2023 — NRF reports a record $964.4 But even COVID did not put the value of the in-store experience in mothballs: brick-and-mortar is still alive and well.
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.
Retail TouchPoints
AUGUST 24, 2023
As retailers gear up for the 2023 holiday shopping season, predicted to be another big year, expect generative AI to influence consumer shopping and buying decisions. Retailers can use generative AI to elevate the online shopping experience and drive more sales and foster customer loyalty, ensuring 2023 is another big year in ecommerce.
246 
Forrester eCommerce
FEBRUARY 7, 2024
2023 was a confusing year: the consumers blew cold, and the economy blew hot. The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat.
259 
Retail TouchPoints
FEBRUARY 29, 2024
In Rodney McMullen’s opening remarks at Groceryshop 2023, the Kroger CEO said the retailer would be increasing the number of local products in stores by 10%, around 30 new local products per store. The insights deliver a tailored, customized and highly impactful shelf display plan for each individual store in a retailer’s network.
289 
Retail TouchPoints
OCTOBER 10, 2024
Customers want to see clothing on hangers, pick them up, feel the fabric, try them on, and may even return the items to other shelves or locations in the store.” As a company, we take nothing for granted, especially not customer loyalty,” said Casper Terp Harboe, RFID Project Manager at Bestseller in a statement. “To
264 
Omnisend
OCTOBER 4, 2023
But doing it right addresses customer concerns and maintains their trust and goodwill. Follow these best practices to turn order cancellations into positive customer experiences: 1. Doing so can turn a canceled order into a positive customer experience. Use clear and concise subject lines.
Smile.io
JANUARY 17, 2023
It’s officially 2023 and you know what that means–time to set new goals, dive into new projects, and build on the momentum you gained in 2022. million shoppers placing orders from brands using Smile loyalty programs. Without further ado, let’s dive into the top 10 best customer loyalty programs of 2022.
Ecommerce Platforms
MARCH 14, 2023
Here are some of the top apps worth exploring in 2023. Printful If you’re looking for an easy way to sell your own custom products without having to spend a fortune on manufacturing and logistics, Printful could be the ideal app for you. ShipBob Reviews (Feb 2023) – The Ultimate Order Fulfillment Solution?
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Retail TouchPoints
MARCH 13, 2023
These highly valuable customers were coveted by online retailers across categories, reshaping the internet economy according to their preferences. But in 2023, inflation has cast a shadow over ecommerce, and brands must now refocus on a different persona. What Loyalty? Goodbye “power shoppers,” long live “value shoppers.”
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