Retail TouchPoints

SEPTEMBER 7, 2023

The pace of technological change — as well as consumers’ increasing demand for always-on-shopping, anytime, anywhere — has left some retailers struggling to innovate digitally to meet customers’ evolving wants and needs. The customer experience is changing — and faster than ever. MACH helps them do it — and fast.

Customer Experience 290

Customer Experience Technology Customer Retail 290

Groove

AUGUST 8, 2024

The topic of these articles varied: from the things wrong with eCommerce shopping; to information gathering through online coupons; to marketers gathering information about eCommerce customer experience. Follow the eCommerce checkout best practices and see how security assurances increases website credibility and consumer confidence.

Customer Experience 195

Customer Experience Shipping Costs Improvements eCommerce 195

Retail TouchPoints

MAY 23, 2024

Businesses that offer AR-driven experiences are 41% more likely to capture consumer attention than those that do not, according to Deloitte, and 66% of consumers are interested in using this tech while shopping. Benefit offers a virtual try-on experience, powered by AR, to make this process easy and inspiring.

Customer Experience 332

Customer Experience Customer Social Media Consumer 332

Retail TouchPoints

OCTOBER 23, 2024

These benefits lead to smoother operations and enhanced customer experiences, which in turn drive sales and satisfaction. As data privacy becomes an increasing priority for both retailers and consumers, RFID stands out as a secure option that safeguards shoppers’ data. To combat this risk, retailers can encrypt their RFID tags.

Technology 275

Technology Consumer Payment Services Retail 275

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. That way, as consumer preferences and technology change, your site will deliver what your customers are looking for.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Forrester eCommerce

APRIL 30, 2024

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Customer Experience 243

Customer Experience Customer Consumer Retail 243

Forrester eCommerce

FEBRUARY 26, 2021

Customer Experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands.

Customer Experience 378

Customer Experience Customer Consumer 378

Forrester eCommerce

SEPTEMBER 8, 2021

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Customer Experience 284

Customer Experience Customer Channel Consumer 284

Retail TouchPoints

JANUARY 19, 2022

Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them. This has led to extreme distrust, fear and even anger.

Customer Experience 336

Customer Experience Customer Retail Consumer 336

Retail TouchPoints

DECEMBER 25, 2023

Consumers today expect a better in-store shopping experience from brick-and-mortar retailers, and retailers that can give it to them will continue to thrive even in the face of ever-increasing convenience from online competitors. Delivering Exceptional Customer Experiences Collect and use your in-store data.

Customer Experience 282

Customer Experience Customer Retail Point of Sale 282

Retail TouchPoints

AUGUST 1, 2022

trillion in 2025, and this growth means that AR experiences will “have the potential to change the social commerce game for brands targeting tech-savvy consumer demographics,” according to a recent TIME report. Your advertising creative needs to give your audience — in this case your target customers — something they find valuable.

Customer Experience 317

Customer Experience Customer Clothing Gifts 317

Retail TouchPoints

NOVEMBER 17, 2022

Beyond the transaction itself, guided selling provides brands with data that can lead to a deeper and more intuitive understanding of their consumers. Learning how customers respond to specific product recommendations enables brands to understand better what consumers are looking for and why.

Customer Experience 298

Customer Experience Customer Omnichannel eCommerce Platforms 298

Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. More than one-third of consumers now shop online each week, up from 28% pre-pandemic.

Customer Experience 323

Customer Experience Customer Omnichannel Social Media 323

SheerID

JUNE 8, 2023

As consumers increasingly value data privacy, brands need to find new ways of collecting and using data to improve the customer experience.

Customer Experience 97

Customer Experience Consumer Customer Improvements 97

Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 312

Customer Experience Technology Customer Fulfillment 312

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 277

Customer Experience Customer Retail Workshop 277

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 264

Shipping Costs Customer Experience Supplies Improvements 264

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

Customer Experience 306

Customer Experience Customer Improvements Social Media 306

Forrester eCommerce

OCTOBER 22, 2020

One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […].

Customer Experience 307

Customer Experience Customer Presentation Events 307

Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Payment Services 289

Payment Services Consumer Small Business Retail Banking 289

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. Year on year, Forrester’s consumer surveys show that luxury consumers are more digitally mature than their mainstream counterparts.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Forrester eCommerce

SEPTEMBER 2, 2024

How will consumers engage with GenAI in the future? As my colleague Audrey Chee-Read summarized it in a recent blog post, consumer adoption of GenAI with brands will happen unnoticeably. As such, consumers […]

Consumer 300

Consumer Blog Technology Customer Experience 300

Groove

NOVEMBER 12, 2020

Make a great first impression and create a positive experience for your customers by catering to their unique needs. In this blog, we're sharing 5 tips on how to improve customer experience and turn existing customers into repeat purchasers. How To Improve Customer Experience: 5 Tips.

Customer Experience 249

Customer Experience Improvements Customer Social Media 249

Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

MARCH 28, 2024

As is often the case with poorly understood tech that promises to change the world, consumers worry about its ethics and human impact. Yet a vast majority of these skeptics will use (and love) genAI during 2024, whether they know it or not. Like it or not, know it or not, genAI will seep into […]

Consumer 504

Consumer B2B Customer Experience B2C 504

Forrester eCommerce

APRIL 25, 2022

Whether it is logistics partners supporting a retailer’s delivery experience; insurance companies relying on sales via brokers; or consumer facing brands relying on retail partners to sell their products: an organisation’s end-to-end customer experience often relies on external business partners.

Customer Experience 195

Customer Experience Customer Consumer Retail 195

Forrester eCommerce

SEPTEMBER 8, 2021

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Customer Experience 195

Customer Experience Customer Channel Consumer 195

Retail TouchPoints

SEPTEMBER 7, 2022

Brands, in their never-ending quest for relevance, must dive deep into human experiences, connecting with consumers at an emotional level. Each employee or consumer must feel that they are part of something bigger than themselves. What can you show, tell and teach the consumer? Purpose-Driven Design. ??The

Customer Experience 289

Customer Experience Customer Social Media Arts 289

Retail TouchPoints

OCTOBER 28, 2024

Gen Z is undoubtedly revolutionizing the consumer landscape. How can brands develop successful consumer promotions that actually draw in the often-elusive Gen Z shopper? This might include custom merchandise or personalized experiences that make the winner feel special and valued by your brand.

Consumer 275

Consumer Social Media Recommendation Travel 275

Forrester eCommerce

MARCH 11, 2024

European consumers are forming four distinct groups with regard to how their consumption habits impact both the environment and their daily lives: Country-Level Stereotypes No Longer Apply: Southern Europe Leads […]

Consumer 404

Consumer Customer Experience B2C Customer 404

Retail TouchPoints

SEPTEMBER 25, 2024

Because while they may feel they are communicating something weighty, it doesn’t mean consumers will hear it, let alone act. Additionally, consumers still have pandemic-related and sustainability concerns, ranging from reluctance to shop in crowded stores to environmental issues around the use of cardboard and plastic-heavy displays.

Consumer 263

Consumer Vend Point of Sale Download 263

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

SEPTEMBER 2, 2024

It helps explain customer mental models and why people don’t always act the way they say they do. This is especially important when it comes to environmental issues: Many consumers would like to adopt greener behaviors but struggle to do so due […]

Consumer 273

Consumer Customer Customer Experience B2C 273

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

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

SEPTEMBER 8, 2023

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

Consumer 418

Consumer Customer Experience B2C Customer 418