Retail TouchPoints

AUGUST 17, 2020

As experts continue to assess COVID-19’s impact on the retail industry, some consider the loyalty shakeout to be the most significant. Winning and keeping customer loyalty has been a long-standing challenge in the industry, but the pandemic has forced consumers to switch brands for new reasons: price, scarcity and availability.

Customer Loyalty 305

Customer Loyalty Customer Apparel Consumer 305

Forrester eCommerce

SEPTEMBER 23, 2020

If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange — we do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumer 468

Consumer Blog Customer Loyalty Customer Experience 468

Retail TouchPoints

MAY 25, 2022

Strong data protection vision and strategy, brought to life in clear practices, create a sense of trust and enhance customer loyalty. With increased personalization becoming more important to consumers, how can you strike the right balance between creating a bespoke experience and respecting your customers’ right to privacy?

Customer Loyalty 316

Customer Loyalty Customer Consumer Gifts 316

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. Collect and Leverage First-Party Data .

Customer Loyalty 243

Customer Loyalty Customer Retail Shipping Costs 243

Retail TouchPoints

APRIL 10, 2024

But the resilience of the American consumer prevented an all-out economic disaster. Time and time again, consumers kept the economy chugging along despite the bleak forecasts from leading economists. Treasury, but even as that money faded, lockdowns hurt retailers and inflation took hold, consumers took it in stride and kept spending.

Customer Loyalty 264

Customer Loyalty Payment Services Customer Consumer 264

Retail TouchPoints

JANUARY 1, 2025

According to PwC, businesses that reduce friction for consumers and empower all employees to make things right whether through returns, price adjustments or other policies bring higher customer satisfaction and more forgiveness. This point is critical because even when customers love a company or product, 59% of shoppers in the U.S.

Management 320

Management Shipping Costs Reference Retail 320

Retail TouchPoints

NOVEMBER 6, 2024

In an era when online shopping is not just a convenience but a way of life, a new menace is plaguing consumers and retailers alike: porch piracy. The situation is particularly dire for younger generations, with over half of Gen Z consumers reporting that they have experienced porch piracy in the last 12 months.

Fulfillment 274

Fulfillment Shipping Costs Magento Consumer 274

Retail TouchPoints

JULY 6, 2023

To keep up with this rising demand, brands need to align themselves with green practices, especially as more consumers today are basing their purchase decisions and brand loyalty on company values. With consumers demanding more green initiatives, retailers and brands must reframe their business goals and programs.

Customer Loyalty 272

Customer Loyalty Customer Retail Financial Services 272

Retail TouchPoints

JANUARY 13, 2025

Retailers need to continue to focus on enhancing the digital product discovery experience, especially as more and more channels arise for consumers to discover and purchase their products. While this underscores the inevitability of returns, it also highlights the need for retailers to refine their digital strategies.

Retail 298

Retail BigCommerce B2C Channel 298

Retail TouchPoints

MARCH 3, 2023

Today’s retail environment is challenging — whether it is price pressure from discounters, market disruption from online players, increased price transparency for shoppers or changing macroeconomics. When executed well, these experiences enable businesses to differentiate themselves and gain a sustainable market advantage.

Consumer 283

Consumer Customer Loyalty Customer Experience Recommendation 283

Forrester eCommerce

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 441

B2C Consumer Customer Loyalty Channel 441

Retail TouchPoints

JUNE 29, 2022

American consumers are right to feel like they can’t catch a break right now. While it’s possible that price pressures have peaked, that will be of little comfort to American consumers as they head into a third straight summer defined by financial hazards and uncertainty. to consumers pinching every penny. What do we mean?

Customer Loyalty 243

Customer Loyalty Customer Consumer Events 243

Retail TouchPoints

FEBRUARY 17, 2021

in March 2020, consumer buying behavior began shifting. In addition, as the popularity of online ordering and delivery continues to skyrocket, marketers need to rethink how they communicate with and market to consumers. Reward Your Most Loyal Customers. The global loyalty management market stood at $2.47

Customer Data 292

Customer Data Marketing Customer POS 292

Kissmetrics

DECEMBER 21, 2020

You might not know that there is a subset of it that plays a vital part in digital marketing. Natural language generation has some incredible implications for your digital marketing campaigns. You can see why natural language generation is attractive to marketers. How Does Natural Language Generation Affect Digital Marketing?

Marketing 362

Marketing SEO eCommerce Telecommunications 362

Retail TouchPoints

DECEMBER 4, 2024

When Edward and Judy Kwon founded Calpak 35 years ago, they modernized the luggage and travel goods sector by investing in innovative design and marketing. We’ve done events where customers have come up to me because I host all our livestreams. I see their name every week, and am so excited to finally see them in-person,” Shin said.

Travel 296

Travel Retail Demo Customer 296

Retail TouchPoints

JUNE 2, 2022

It’s a need that extends beyond our social behaviors into our purchasing decisions — nearly one-quarter of consumers identify a strong sense of community as the main driver of loyalty to their favorite brands. Consumers don’t make purchasing decisions solely based on practical considerations. Human beings need community.

Customer Loyalty 278

Customer Loyalty Customer Events Consumer 278

Groove

MARCH 24, 2021

HubSpot has three primary features: the Marketing Hub, Sales Hub and Service Hub. In this blog, we're covering all things related to content marketing, which can be accessed through HubSpot's Marketing Hub ? HubSpot Content Marketing: What Is It? Put yourself in the consumers' shoes when creating a blogging strategy.

Marketing 341

Marketing Social Media Blog Customer Loyalty 341

365 Retail

FEBRUARY 9, 2025

In the competitive landscape of retail, fostering customer loyalty is essential for long-term success. Loyal customers provide a reliable revenue stream and contribute to brand growth by acting as ambassadors, sharing positive experiences through word-of-mouth and online reviews.

Customer Loyalty 52

Customer Loyalty Customer Retail Social Media 52

Retail TouchPoints

MARCH 18, 2022

A growing number of consumers are concerned about how their purchasing decisions impact the planet, but even the most sustainability-savvy customer may be confused about how best to align purchases with their green principles. Consumers Overwhelmed by Insufficient or Contradictory Sustainability Info.

Apparel 312

Apparel Consumer Retail Fashion 312

BigCommerce

FEBRUARY 23, 2018

That’s what we’ll cover today, teaching you how to Implement a customer loyalty program that works for your brand. We’ll cover: What an ecommerce customer loyalty program is. The various components involved in building out a customer loyalty program. What is a Customer Loyalty Program?

Customer Loyalty 378

Customer Loyalty eCommerce Improvements Shipping Costs 378

Retail TouchPoints

JUNE 13, 2024

With customers increasingly returning to in-store shopping, grocery stores are now in a prime position to reclaim and expand their share of the alcohol market. This presents an opportunity to deliver an enhanced alcohol-buying experience that caters directly to consumer needs and preferences.

Food and Beverages 269

Food and Beverages Marketing Mobile Customer Loyalty 269

Groove

JUNE 9, 2021

Many eCommerce marketers struggle with this concept. With an optimized eCommerce email marketing strategy you'll attract new leads, engage more contacts and convert them into customers in no time. Email Marketing Strategy Tips. Email Marketing Strategy Tips. Delighting Customers. What was once a burden ?

Marketing 289

Marketing Social Media Customer Loyalty Shopping Carts 289

Forrester eCommerce

SEPTEMBER 16, 2020

By April of this year, an astounding 62% of US online adults had performed some kind of online transaction for the first time as a direct result of the COVID-19 pandemic — many began ordering products online for delivery, others experimented with digital payments or started banking online, and some opted to receive medical advice […].

Consumer 488

Consumer Banking Other Customer Loyalty 488

BigCommerce

JUNE 13, 2017

It also means your customer lifetime value is low (which decreases how much you will be willing to spend on advertising –– and thus will limit your ad visibility). Growing your customer lifetime value and building long term customer loyalty takes time, though. How to Calculate Customer Lifetime Value.

Shipping Costs 417

Shipping Costs Customer Customer Loyalty Social Media 417

Kissmetrics

OCTOBER 29, 2020

According to Smart Insights , 45 percent of companies don’t have a clearly defined digital marketing strategy; 17 percent of companies have a digital marketing strategy in place, but it’s separate from their marketing plan. They don’t have the strategy, tactics, or tools they need to market their business well.

Marketing 363

Marketing Document Channel Social Media 363

Retail TouchPoints

JULY 21, 2022

For years, consumers have known that their behaviors have been tracked. But as more outside forces shine a spotlight on how those behaviors are turned into data that is leveraged for monetary gain, consumers are looking for more control over their information — and marketers are scrambling to keep pace. adults and 125 marketers.

Marketing 279

Marketing Consumer Information Customer Retention 279

Kissmetrics

SEPTEMBER 17, 2021

Over the last three of four months, I have been using a few of the features in MobileMonkey (you can do it with a free account) to automate my Instagram marketing and the results have been great. Seventy-five percent of consumers want to talk to brands via private messaging. Hence you ideally should try and respond when you can.

Marketing 359

Marketing Social Media Customer Loyalty Other 359

Retail TouchPoints

JUNE 9, 2021

If you’re a consumer brand in a category with Amazon private label, however, Amazon’s private label presence certainly feels more pronounced. Amazon’s aggressive launches and marketing in categories such as batteries, baby food and bedding can create stiff competition for the leading brands in those spaces.

Consumer 312

Consumer Shipping Costs Fashion Presentation 312

Forrester eCommerce

FEBRUARY 13, 2024

I regularly have discussions with clients who want to create a loyalty program.

Customer Loyalty 259

Customer Loyalty Customer B2C Consumer 259

Retail TouchPoints

JANUARY 30, 2025

As we move into 2025 and reflect on the learnings of the 2024 holiday season, customer loyalty and the risks of losing it are at the top of every business leader’s mind. Speed, consistent uptime and outstanding UX have emerged as non-negotiable elements for survival in todays fast-paced market.

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

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. Unity Point #1: Marketing Sets Expectations, and CX Delivers.

Marketing 306

Marketing Customer Social Media Customer Experience 306

Kissmetrics

JANUARY 17, 2022

One of the most effective strategies to build a personal connection is personalized marketing. What exactly is personalized marketing, and what are the benefits ? Hint: It’s more than adding “$FNAME” to your email marketing!). Here is what marketers need to know about personalized marketing.

Marketing 273

Marketing Recommendation Social Media Improvements 273

Retail TouchPoints

OCTOBER 27, 2021

The holiday season has always been prime time for retailers to roll out new marketing campaigns, events and experiences that draw people to their stores — and keep them there. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 264

Consumer Fulfillment Supplies Technology 264

Wiser

APRIL 9, 2025

The Importance of Capturing Consumer Choices Every moment a consumer decision is not influenced in your favor, it represents a vulnerability. This report explores the five core pillars that are essential for capitalizing on every consumer moment and improving your outcomes.

Consumer 78

Consumer eCommerce Food and Beverages Channel 78

Retail TouchPoints

FEBRUARY 1, 2022

Ken Hughes has become a fixture on the retail speaker circuit thanks to his in-depth research on consumer behaviors. He is a consumer behavioralist, after all. Here he offers insight into his work as a consumer behavioralist, how the pandemic has shaped his work and why he has decided to dig into this overlooked “digital divide.”

Consumer 245

Consumer Travel Social Media Customer 245

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

DECEMBER 25, 2024

As customers return to in-store shopping, retailers are continuing to face an increase in returns from online and in-store sales. This holiday season, consumers who frequently make returns may be in for a surprise. Customers are attracted to free return shipping, refunds, and no questions asked policies.

Shipping Costs 162

Shipping Costs Social Media Electronics Customer Loyalty 162