Retail TouchPoints

DECEMBER 13, 2023

After years of lockdowns and digital-driven behaviors, consumers’ actions have shown how crucial the store experience is to how they shop and interact with brands. That’s only going to further accelerate the expectations of consumers and technology adoption within retail environments. customer experience).

Sporting Goods 323

Sporting Goods Technology Omnichannel Operations 323

Retail TouchPoints

JULY 18, 2024

Here are five examples of how associate technology is improving both CX (customer experience) and EX (employee experience): At Pacsun, Unified Store Operations Allow the Retailer to Operate with a Lean Workforce Like many retailers in a tight labor market, Pacsun stores operate with small staffs. “We

Customer Experience 277

Customer Experience Customer Retail Workshop 277

Retail TouchPoints

JULY 23, 2024

Let’s dig into three of the trends explored… Trend 1: Welcoming Warm Human Interactions Artificial intelligence (AI) was obviously the topic du jour for our 2024 predictions report, but Noelle Weaver, Managing Partner – North America of Foresight Factory gave a unique spin on the topic. continually pushing creative limits.

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Consumer Games Retail Other 263

Forrester eCommerce

SEPTEMBER 20, 2024

Forrester just published The European Net Promoter Rankings, 2024 with Net Promoter Scores℠ (NPS) for 60 banks across France, Germany, Italy, Spain, Sweden, the UK, Poland and the Netherlands.

Banking 221

Banking Recommendation Customer Experience Consumer 221

Retail TouchPoints

MARCH 25, 2024

The Retail TouchPoints team is reporting on all the news breaking before, during and after the Retail Innovation Conference & Expo , taking place June 4-6, 2024, at McCormick Place in Chicago. This year, we’ll hear senior-level executives’ perspectives on how customer experiences are evolving as content, community and commerce converge.

Retail 260

Retail Article Omnichannel Customer Experience 260

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

Retail TouchPoints

DECEMBER 21, 2023

As usual, there were lots to choose from — that’s standard for such a dynamic industry — but these were the topics that had “legs” (and are likely to continue to be important in 2024). Although they have no shortage of channels and tactics to use, they need to ensure they’re prioritizing the right methods for their ever-evolving consumers.

Sporting Goods 306

Sporting Goods Operations Apparel Consumer 306

Forrester eCommerce

SEPTEMBER 18, 2024

Get an early read on UK and US consumers' thinking about 2024 end of year holiday shopping - and watch for more research and holiday prep advice in the coming weeks.

Consumer 434

Consumer Customer Experience Management Customer 434

Retail TouchPoints

DECEMBER 13, 2023

Google Pay has partnered with Affirm and Australia-based Zip and will begin offering their pay-in-four services on Android devices early in 2024. BNPL got a boost as consumers worldwide grappled with inflation, and experts identified multiple BNPL growth opportunities in August 2022. YoY and $2.5 YoY and $2.5

Merchant Services 277

Merchant Services Payment Services Mobile Payments Mobile 277

Retail TouchPoints

MAY 24, 2024

The Consumer Financial Protection Bureau (CFPB) has issued an interpretive rule confirming that buy now, pay later (BNPL) lenders are in essence credit card providers, meaning they will be required to provide consumers with legal protections and rights, including in cases of disputed charges and issuing refunds. 1, 2024.

Consumer 264

Consumer Payment Services Books Marketing 264

Retail TouchPoints

OCTOBER 8, 2024

Albertsons Media Collective will integrate rewards app Fetch into its retail media network (RMN) offerings, using Fetch Points to incentivize consumers to try products, add more to shopping carts and maintain relationships with their favorite brands. The Albertsons RMN expanded its onsite offerings by partnering with Criteo in January 2024.

Consumer 264

Consumer Shopping Carts Retail Marketing 264

Forrester eCommerce

AUGUST 28, 2024

My colleague Jitender Migliani and I have just published a report (Consumer Spending And The Economy Grow Despite Persistent Pessimism) based on the H2 2024 US macroeconomic trends and consumer behavior data that we’ve collected and analyzed.

Consumer 259

Consumer Customer Experience B2C Customer 259

Retail TouchPoints

JANUARY 3, 2024

Sticking with this outdated approach can lead to higher environmental impacts, unnecessary financial losses and dwindling customer trust. It might involve a time-consuming trip across town, navigating traffic and juggling work or family schedules. At the heart of this strategy is the analysis of customer return patterns.

Retail 278

Retail Shipping Costs Improvements Customer Experience 278

Retail TouchPoints

JULY 12, 2024

On the other hand, traditional retailers must reinvent their playbook to keep up with a customer experience driven by tech that evolves quickly enough to meet consumers’ rising expectations. However, delighting customers is possible by focusing on other aspects of delivery and how they tie into the overall customer experience.

Customer Loyalty 286

Customer Loyalty Customer Shipping Costs Shipping 286

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. of retailers’ annual sales in 2024, increasing from 14.5% This would account for 16.9%

Customer Experience 162

Customer Experience Consumer Retail Customer 162

Retail TouchPoints

FEBRUARY 13, 2024

Brick-and-mortar stores teamed up with brands to determine the optimal placement and positioning of products to entice consumers and their wallets. These days, however, consumers are the ones driving product placement, and owning the digital shelf has everything to do with the technology behind the scenes.

Consumer 290

Consumer eCommerce Supplies Technology 290

Retail TouchPoints

JANUARY 31, 2024

We’ve all heard that today’s empowered consumer demands seamless and consistent experiences, but new research from CI&T indicates that these expectations are higher than ever. The 2024 Connected Retail Report includes a survey of 1,012 U.S.

Shipping Costs 264

Shipping Costs Consumer Mobile Channel 264

Retail TouchPoints

MARCH 1, 2024

The surge in the launch of over 1,610 new vegan products in 2023 alone echoes a resounding consumer sentiment; that many of us are leaning toward simpler, less processed foods that prioritize value and sustainability. Research underscores the profound impact of packaging on consumer psychology. 1 Meeting regulatory standards.

Food and Beverages 278

Food and Beverages Marketing Consumer Presentation 278

Retail TouchPoints

DECEMBER 6, 2024

Dollar General has announced a robust real estate strategy for 2025 that includes the opening of 575 stores and the remodeling of 4,250 others as it reported solid earnings for its fiscal 2024 Q3 (ended Nov. New Project Elevate Plan Features Light-Touch Remodels of More Mature Stores In the retailers fiscal 2025 (which ends Jan.

Customer Experience 283

Customer Experience Customer Improvements Retail 283

Retail TouchPoints

APRIL 23, 2024

Amazon Anywhere enables consumers to discover and purchase products within an app or content such as video and even games. It’s created expectations for an entire generation of consumers by making video an interactive experience rather than a passive one.

eCommerce 263

eCommerce eCommerce Platforms Games eCommerce Marketing 263

Retail TouchPoints

JANUARY 11, 2024

13 to 16, 2024. Spotlights on Supply Chain, Sustainability and RMNs New at the 2024 event is the retailer-only Supply Chain 360 Summit being held on Sunday, Jan. The Foodservice Innovation Zone will reflect the increased roles for technology in a field that’s embracing new formats and venues to satisfy consumers’ hunger and thirst.

Workshop 275

Workshop Supplies POS Presentation 275

Retail TouchPoints

OCTOBER 29, 2024

In addition to the compressed retail rush, Salesforce reports that 43% of consumers are carrying more debt than last year, making the fight for attention even more intense. Whether consumers search for a “shoe store near me” or “holiday gift ideas,” it plays a pivotal role, accounting for multiple touch points along the buyer’s journey.

Gifts 290

Gifts Social Media Mobile Games 290

Retail TouchPoints

NOVEMBER 28, 2024

Innovations like biometrics and tap-to-pay have transformed how, when and where consumers shop. During the holiday rush the security and ease of the payments experience can be as crucial as product price or availability. How can retailers update their payments systems to meet rapidly changing consumer behavior during peak demand?

Payment Services 298

Payment Services Payments Merchant Services Omnichannel 298

Forrester eCommerce

SEPTEMBER 27, 2024

A year ago, we predicted that the number of green consumers would stay constant in 2024, despite climate chaos and backlash. Despite evidence of accelerated weather-related disasters and a desire among many consumers to act sustainably, we predicted that inflation and the cost of living would heavily influence buying decisions.

Consumer 195

Consumer Customer Experience B2C Customer 195

Forrester eCommerce

MARCH 11, 2024

Join us in Nashville in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.

Customer Experience 416

Customer Experience B2B Consumer Management 416

Retail TouchPoints

MAY 21, 2024

While that definition doesn’t sound like it has much to do with commerce, millennial and Gen Z consumers are increasingly using their wallets to make an impact. As an AI-powered platform designed to help consumers and stylists discover emerging brands, Arête also understands the importance of showing up.

Consumer 277

Consumer Fashion Reference Travel 277

Retail TouchPoints

SEPTEMBER 24, 2024

Through the remainder of 2024 and into 2025, Kay Jewelers plans to enhance its retail store design and customer experience. Love is beautiful and magical but can be messy and unpredictable — it’s a winding path with twists and turns unique to each customer’s story,” said Bill Brace, President of Kay Jewelers in a statement.

Jewelry 289

Jewelry Customer Customer Experience Operations 289

Retail TouchPoints

NOVEMBER 7, 2024

Three more supermarket chains will connect their electronic shelf label (ESL) hardware to the Carrot Tags pick-to-light functionality from Instacart , making it easier for Instacart pickers — and eventually for consumers themselves — to find the products on their shopping list. locations in August 2024.

Fulfillment 278

Fulfillment eCommerce Electronics Recommendation 278

Retail TouchPoints

AUGUST 7, 2024

After a little more than a year in his role as EVP and Chief Consumer Officer, Jim Dausch has stepped down from his post at Under Armour , according to an SEC filing from the company. Reporting directly to Linnartz, Dausch led global brand, marketing, digital engagement and customer experience across all commerce channels.

Customer Experience 264

Customer Experience Fashion Consumer Operations 264

Retail TouchPoints

JANUARY 19, 2024

The stores, which had been branded as The Source , a wholly owned subsidiary of Bell, will be renamed Best Buy Express and offer both Best Buy consumer electronics and telecom services from Bell. The stores are slated to open beginning in the second half of 2024.

Operations 264

Operations Consumer Electronics Telecommunications Electronics 264

Retail TouchPoints

JUNE 12, 2024

The retailer will collaborate with Accenture on new capabilities like a digital Fragrance Finder, a gen AI-powered conversational experience designed to help customers find the perfect fragrance tailored to their individual preferences.

Customer 264

Customer Mobile Customer Experience Technology 264

Retail TouchPoints

JANUARY 2, 2024

Since the pandemic, seven in 10 consumers have used mobile devices and apps for shopping, and it’s not just millennials and Gen Z; Gen X and baby boomers are 68% and 56% more likely, respectively, to use their mobile device to make purchases than they were a few years ago. of ecommerce sales in 2024. Take E.l.f.

Improvements 282

Improvements Retail Mobile Customer Experience 282

Retail TouchPoints

SEPTEMBER 24, 2024

Nearly three of every 10 purchases by American consumers will be made online as the end of this decade nears, according to projections from Forrester in its U.S. Online Retail Forecast, 2024 to 2029. trillion in 2024 to $1.8 trillion in 2024 to $1.8 in 2023 and projected to increase by 4% in 2024.

Reference 284

Reference Automotive Consumer Electronics Online Retail 284

Retail TouchPoints

AUGUST 20, 2024

The retail sector is facing a complex economic environment in 2024. Inflation rates remain unpredictable , consumer confidence is fluctuating and supply chain disruptions , including the geopolitical environment, continue to affect inventory levels and pricing. Enhancing the customer experience.

PPC 261

PPC Marketing Merchant Services Multi-channel 261

Retail TouchPoints

SEPTEMBER 12, 2024

Still-potent economic uncertainty is encouraging consumers to be savvier as they browse and buy. But while there may be more price comparing and deal hunting this holiday season, consumers will still expect stellar experiences as they browse and buy across channels. trillion — a soft 3% growth rate over the same period in 2023.

Retail 306

Retail Merchant Services Channel Consumer 306

Retail TouchPoints

AUGUST 12, 2024

The direct-to-consumer (DTC) brand landscape continues to evolve, with the gap between winners and losers widening. Warby Parker Sees Ecommerce Growth Again For its second quarter of 2024, which ended on June 30, Warby Parker’s net revenue increased 13.3% year over year to $188.2 year over year to $188.2 the year prior.

Shipping Costs 275

Shipping Costs Omnichannel Improvements Customer Experience 275

Retail TouchPoints

OCTOBER 30, 2024

on May 30, 2024, the brand is unveiling three new stores throughout the month of November. 8, 2024 Kings Plaza in Brooklyn, NY, opening on Nov. 15, 2024 Orland Square in Orland Park, Ill., 8, 2024 Kings Plaza in Brooklyn, NY, opening on Nov. 15, 2024 Orland Square in Orland Park, Ill., opening on Nov.

Social Media 287

Social Media Omnichannel Apparel Marketing 287