Retail TouchPoints

MAY 20, 2024

It’s not that this fulfillment method wasn’t popular — the arts and crafts retailer shipped nearly 3 million orders from its 1,300+ stores across the U.S. and Canada in 2023. Michaels isn’t through improving its fulfillment capabilities. Michaels had a major ecommerce ship-from-store challenge. What’s Next for Michaels?

Shipping Costs 312

Shipping Costs Shipping Fulfillment Omnichannel 312

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

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.

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Document Accessories Fashion Shipping 288

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

SEPTEMBER 14, 2023

The problems with getting products to people quickly and cheaply are well-known: consumers want fast fulfillment, which is costly to provide, but they don’t want to pay high (or really any) shipping fees. Even Amazon , the trendsetter in fast fulfillment, isn’t immune to higher labor costs.

Shipping Costs 278

Shipping Costs Fulfillment Shipping Customer Loyalty 278

Retail TouchPoints

FEBRUARY 15, 2023

Direct-to-Consumer (DTC) brands are constantly stuck between creating indelible customer experiences and turning profits on those relationships. In fact, Shopify forecasts that global ecommerce sales will exceed $6 trillion in 2023. According to eMarketer, established brands account for more than three-quarters of U.S.

Customer Experience 277

Customer Experience Customer Shipping Costs Customer Data 277

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

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.

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Social Media Beauty and Health Payment Services Consumer 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

APRIL 25, 2024

Mall operator Simon revealed big plans to expand its Woodbury Common Premium Outlet center in Fall 2023, including the addition of 155,000 square feet of retail stores and restaurants, a 200 -key luxury hotel, a second parking facility and upgraded amenities. powered AI technology to assist shoppers during the 2023 holiday season.

Customer Experience 263

Customer Experience Fulfillment Omnichannel Operations 263

Retail TouchPoints

JUNE 15, 2023

The 2023 Brand Experience Award winners are brands and retailers taking innovative approaches to all things “experience” — from advanced influencer marketing strategies to immersive store designs and even thoughtful approaches to the metaverse.

Customer Retention 276

Customer Retention Jewelry Outdoor Fulfillment 276

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

JANUARY 8, 2025

According to Gartner, more than three-quarters of supply chain leaders are being asked to improve their customer experience (CX) strategies. A customer-centric approach to supply chain management is challenging; it requires a deep understanding of consumer expectations and behaviors, not just today but also for the foreseeable future.

Supplies 279

Supplies Consumer Shipping Costs Multi-channel 279

Retail TouchPoints

NOVEMBER 29, 2022

stores, to distribution center-based fulfillment of large items like riding mowers, grills and furniture. CEO Marvin Ellison, speaking during a recent conference call discussing the home improvement retailer’s Q3 financial results, revealed that Lowe’s is on track to change over its entire store base to this model by the end of 2023.

Supplies 302

Supplies Fulfillment Omnichannel Customer Experience 302

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. There’s fulfillment costs and advertising costs. 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

NOVEMBER 22, 2023

Walmart has introduced parcel stations — essentially mini “post offices” designed to streamline stores’ receiving and delivering of orders — and will have them operating in more than 40 stores by the end of 2023. Parcel stations help us move goods even faster to a customer’s home by using our private fleet to transport more online orders.

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Fulfillment Operations Customer Experience Blog 264

Retail TouchPoints

JANUARY 24, 2023

The event also gives us business editors the chance to suss out the major trends that retail decision-makers will be grappling with in 2023. But] siloed data is a huge issue to solve for here; 50% of our customers start their search online and then come into the stores. The NRF Big Show , held in NYC Jan.

Food and Beverages 279

Food and Beverages BigCommerce Home Furnishings PayPal 279

Retail TouchPoints

JULY 31, 2023

A recent study by IHL Group projects that the global cost of inventory distortion in 2023 will be $1.77 The report cited vendor issues as the primary driver of both out-of-stocks and overstocks in 2023, contributing $417.7 trillion — bigger than the combined retail GDP of all of Latin America. billion ),” said the report.

Shipping Costs 246

Shipping Costs Retail Supplies Improvements 246

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.

Fulfillment 263

Fulfillment Customer Loyalty Banking eCommerce Platforms 263

Retail TouchPoints

DECEMBER 16, 2022

As discount shopping app Wish continues its comeback effort , parent company ContextLogic outlined its plans for 2023 at a summit for its merchants — including a major overhaul of the platform’s shipment pricing structure in order to bring down shipping costs for customers.

Shipping Costs 306

Shipping Costs Shipping Fashion Fulfillment 306

Retail TouchPoints

APRIL 28, 2023

billion in Q1 2023. There’s a lot to like about how our teams are delivering for customers, particularly amidst an uncertain economy,” said Jassy in a statement. Andy Jassy acknowledges that every aspect of the customer experience on Amazon could be radically improved by this new form of machine learning.”

Retail 359

Retail Technology Games Fulfillment 359

Retail TouchPoints

DECEMBER 23, 2022

Forrester predicts retailers, which are already facing operational and supply chain challenges, will react to the uncertainty in 2023 by shifting to managing rising costs by rolling back offers such as free returns or delivery, and investing in optimization technologies such as order management systems.

eCommerce 261

eCommerce Shipping Costs Retail Recommendation 261

Retail TouchPoints

NOVEMBER 22, 2024

million customers also continues to grow. compared to the same period in 2023, from $4.81 BJ’s attributed the increases to “strength in membership acquisition, retention and higher tier membership penetration across both new and existing clubs,” according to a company statement. BJ’s membership base of 7.5 billion to $4.98

Operations 276

Operations Retail Customer Marketing 276

Retail TouchPoints

JANUARY 9, 2024

The youth-oriented retailer chose the Nedap solution for its ability to help improve inventory accuracy and enhance omnichannel fulfillment capabilities, including increased usage of buy online, pick up in-store (BOPIS) functionality. This followed Pacsun’s debut of a new store format to spotlight its activewear collection in July 2023.

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Omnichannel Fulfillment Social Media Operations 261

Retail TouchPoints

JUNE 1, 2023

Walmart ’s latest sustainability initiatives combine changes to its fulfillment processes as well as customer-facing options for reducing waste, including allowing online shoppers to opt out of plastic bags for store pickup orders and to request consolidation of multiple items into fewer boxes. in a statement. in a statement.

Fulfillment 279

Fulfillment Shipping Shipping Products Operations 279

Retail TouchPoints

FEBRUARY 27, 2023

Faced with inflation that remains uncomfortably high despite a series of interest rate hikes, just over half ( 51% ) of retailers are planning to raise product prices — at least slightly — this year, according to the 2023 BDO Retail CFO Outlook Survey.

Supplies 262

Supplies Retail Customer Data Technology 262

Retail TouchPoints

JANUARY 12, 2025

In 2023, the retailer started using the app to help manage one of the industrys biggest grey market challenges: the sneaker craze. Walker had a fireside chat with Radar CEO Nick Patrick at the NRF 2025 session, The Future of Geolocation in Retail.

Sporting Goods 275

Sporting Goods Mobile Shipping Travel 275

Retail TouchPoints

MARCH 30, 2022

Consumers’ continued reliance on omnichannel fulfillment has created new opportunities for industry giants like Walmart to differentiate and gain market share. comparable sales growth and growing market share in grocery during Q4 2021, and much of this success can be attributed to its robust last mile and fulfillment strategy.

Fulfillment 298

Fulfillment Omnichannel Shipping Costs Supplies 298

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.

Customer 162

Customer Customer Experience Recommendation Technology 162

Retail TouchPoints

SEPTEMBER 1, 2022

In an ideal world, no retailer would wind up with excess inventory because they would have the right insights to understand where and when their product most needs to be fulfilled. If the trend continues into 2023, we could see more retailers filing for bankruptcy, putting brands in a bad spot. .

Fulfillment 310

Fulfillment Supplies Retail Operations 310

Retail TouchPoints

JANUARY 30, 2023

At Covariant, our advice is clear: scoop up customers from rivals by prioritizing the right types of investments that will optimize operations and prioritize the customer experience. Get back to the basics by improving the backbone of every single customer purchase: further automating your material handling flow.

Supplies 289

Supplies Fulfillment Technology Arts 289

Retail TouchPoints

JULY 5, 2022

billion net loss, which was partially driven by $6 billion in added costs — including the cost of operating its massive fulfillment network. We have worked to protect and enhance the customer experience despite a sharp increase in costs, particularly over the past three quarters,” said Olsavsky. “We’ve year-over-year.

eCommerce 305

eCommerce Fulfillment Operations Customer Experience 305

Retail TouchPoints

DECEMBER 11, 2024

Rather than fulfill its contractual obligations to ensure that the merger succeeded, Kroger acted in its own financial self-interest, repeatedly providing insufficient divestiture proposals that ignored regulators concerns.

Payment Services 162

Payment Services Fulfillment Presentation Consumer 162

Retail TouchPoints

MARCH 6, 2023

“ Our goals for growth in 2023 will look similar to the ones from 2022, with a major focus on meeting customers where they are: online, in-store, marketplaces, internationally, etc., ” said Andrew Sutton, Director of Fulfillment at Dr. Squatch, in an interview with Retail TouchPoints.

Shipping Costs 277

Shipping Costs Shipping Multi-channel Fulfillment 277

Retail TouchPoints

SEPTEMBER 10, 2024

Other brands have been expanding their adaptive offerings in recent years: in December 2020 Zappos expanded its adaptive footwear offerings, and in September 2023 Kohl’s launched an adaptive apparel line for women from Nine West. Victoria’s Secret and Pink launched a line of adaptive intimate apparel in October 2023.

Apparel 278

Apparel Fashion Clothing Fulfillment 278

Retail TouchPoints

NOVEMBER 14, 2024

As we enhance our customer experience with selection, speed and variety, we’re excited to soon offer a curated selection of Grubhub’s restaurant partners directly in the Wonder app , alongside our owned and operated restaurants and meal kits. In February 2024 Wonder opened a new food hall location in a Quakertown, Pa.

Operations 147

Operations Customer Experience Customer Retail 147