Forrester eCommerce

SEPTEMBER 20, 2024

We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they interacted with […]

Banking 221

Banking Recommendation Customer Experience Consumer 221

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. In fact, half of the 1,000 U.S.

Apparel 294

Apparel Consumer Retail Fashion 294

Retail TouchPoints

FEBRUARY 7, 2022

Workwear brand Dickies has experienced a 94% increase in conversions since it launched size and fit recommendations on Tmall in China in partnership with 3DLOOK. A survey by Bain found that 87% of Dickies customers say the platform has improved the shopping experience.

Recommendation 254

Recommendation Improvements Customer Consumer 254

Retail TouchPoints

FEBRUARY 24, 2023

Spurred by the global pandemic, a rise in social activism and the surge of wellness movements, consumer sentiment has shifted significantly over the past few years. Nearly all (93%) consumers surveyed in PwC’s most recent Holiday Outlook shared that trust is a top influencer in their buying decisions.

Consumer 228

Consumer Social Media Recommendation Apparel 228

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 293

Customer Experience Recommendation Consumer Customer 293

ChannelAdvisor

NOVEMBER 8, 2023

What do consumers want? Brands and retailers spend their whole careers chasing down answers to these questions — but we’ve revealed them in our 2023 global online survey results. Consumer electronics buyers are the most savvy shoppers, as an astounding 91% visit two or more sites before purchase. Our recommendation?

Consumer 52

Consumer eCommerce Consumer Electronics Multichannel 52

Retail TouchPoints

JUNE 15, 2020

These consumer sentiments, along with the need to protect the health of both shoppers and store associates, means retailers need to be stringent about enforcing social distancing and other safety measures as they reopen. In fact, displaying an abundance of caution will be required to bring many consumers back into physical stores.

eCommerce 135

eCommerce Consumer Retail Payment Services 135

Retail TouchPoints

JANUARY 16, 2024

According to data from ClearSale’s latest survey of consumer attitudes on ecommerce, fraud and CX, there’s a striking range of opinions about personalization among generations. Consumers in this age group are truly digitally native. trillion in spending power , according to the ESW Global Voices Survey, Gen X: Personalization?

Customer 264

Customer Improvements Consumer Recommendation 264

Retail TouchPoints

AUGUST 29, 2024

Value-seeking consumers trading down, strategically waiting for discounts and choosing low-cost Chinese shopping apps will soften holiday sales growth to 2% year over year (YoY) both in the U.S. billion global consumers on retail sites. and globally, according to the Salesforce Shopping Index , which analyzes data from more than 1.5

Shipping Costs 253

Shipping Costs Consumer Shipping Supplies 253

Retail TouchPoints

JUNE 7, 2021

The increase in social media usage, combined with a tandem increase in online purchasing, proved to be the push both consumers and brands needed to move into the burgeoning realm of social commerce. Facebook and Instagram Lead the Way in Social Conversion. Brand Content is a Key Driver in Inspiring Social Purchases.

Payment Services 218

Payment Services Payments Social Media Consumer 218

Retail TouchPoints

NOVEMBER 3, 2021

To offer simple product recommendations — such as “customers who bought this item also bought this” — is simply not going to cut it anymore. Recommendation is a never-ending battle for accuracy and timeliness. On a more positive note, 82% of consumers admit to having been influenced by a personalized shopping recommendation.

Recommendation 144

Recommendation Customer Retail Social Media 144

RTP blog

AUGUST 8, 2018

Last week, Retail TouchPoints unveiled its inaugural Personalization Benchmark Survey , revealing how retailers have reaped the benefits of personalization strategies as well as identifying where there is still room for improvement. With 66% of retailers crediting personalization strategies with increasing their sales, and 46%.

eCommerce 150

eCommerce Social Media Consumer Improvements 150

Retail TouchPoints

AUGUST 30, 2023

Nearly two-thirds of consumers ( 65% ) say they “love” fewer than three brands, according to a U.S.-based based survey conducted by Dynata. But research from PwC points to a few key factors, including discrepancies between what consumers and executives deem important.

Customer Loyalty 252

Customer Loyalty Retail Shipping Costs Financial Services 252

Retail TouchPoints

OCTOBER 16, 2023

However, as stringent consumer privacy laws like GDPR and CCPA make collecting customer data more difficult, brands are having to adapt their data collection strategies to adhere to new standards. Amplify insights through targeted surveys. This is because they’re short and snappy, meeting consumers’ demands for convenience and speed.

Social Media 262

Social Media Consumer Information Marketing 262

Retail TouchPoints

AUGUST 23, 2023

Up to 70% of business-to-consumer marketers believe that content marketing has become more important to their business over the past year, and 77% have successfully used this content to build credibility and trust among their consumers, according to the Content Marketing Institute.

Workshop 234

Workshop Consumer Improvements Recommendation 234

Retail TouchPoints

APRIL 25, 2023

Customer Tools Enable Greater Discovery Customer-facing additions include the new discovery shopping feed, powered by Klarna’s in-house AI recommendation engine. The feed was designed to give shoppers highly personalized recommendations to make it easier to find items relevant to their needs.

Payment Services 275

Payment Services Social Media Recommendation Consumer 275

Retail TouchPoints

JANUARY 15, 2024

Nvidia surveyed more than 400 retail professionals at all organizational levels and found that while AI adoption is still in its early stages, more than 60% of respondents are planning to boost their AI investments in the next 18 months. But many of these tasks may just represent the low-hanging AI fruit.

Retail 301

Retail Customer Experience Technology Operations 301

Retail TouchPoints

DECEMBER 27, 2023

Consumer packaged goods (CPG) companies are obsessed with two things: maximizing revenue and minimizing operational expenses. Of the 30,000 new consumer products released each year, most of them fail. Most refer to the process as a sprint, and it is — except it’s the distance of a marathon. More effective promotions.

Improvements 233

Improvements Supplies Consumer Operations 233

Retail TouchPoints

OCTOBER 18, 2024

Fraud has plagued retailers for quite some time, but the issue is now getting its time in the spotlight due to the increased use of AI within the industry, as well as consumers’ general awareness of the trend. This is a more straightforward use case for AI implementation, and one that consumers have come to know and crave.

Consumer 251

Consumer Technology Payment Services Information 251

Kissmetrics

JUNE 17, 2021

percent of businesses surveyed in 2020 named customer experience as their number one priority over the next five years: What exactly do we mean by “customer satisfaction?” consumers who love a product or brand would ditch it after several poor experiences. According to the same American Express survey referenced above, U.S.

Customer 324

Customer Social Media Improvements Recommendation 324

Retail TouchPoints

SEPTEMBER 27, 2023

It started with COVID, and it hasn’t stopped — consumer shopping behaviors continue to rapidly shift even as the pandemic moves into the realm of memory. For brands and marketers, it’s hard, nigh impossible, to keep up with how and where consumers are shopping today, but media planning and buying platform Infillion tried.

Social Media 289

Social Media Multi-channel Consumer Comparison Shopping 289

Retail TouchPoints

NOVEMBER 10, 2022

There are a lot of theories about how inflation, supply chain constraints and other dynamics will impact consumer behaviors. While large-scale surveys help identify macro trends and predictions, micro-surveys can glean new insights into specific communities of users. as well as the distinct nuances of 1,500 eBay shoppers.

Gifts 248

Gifts Social Media Shipping Costs Consumer 248

Wiser

MAY 12, 2020

Although this coffee and tea category has always been a regular part of consumer daily life—perhaps it has been growing since the pandemic started? What exactly are these shifts in purchase behavior now that consumers are at home vs. on the go? We asked over 1,000 consumers nationwide via our business-to-consumer app Mobee to find out.

Recommendation 128

Recommendation Marketing Retail Supplies 128

Retail TouchPoints

AUGUST 8, 2024

This is not to imply that privacy problems are all due to careless or ill-informed consumers, but experts do agree that a lack of education about what data different entities collect, as well as how they safeguard and use it, is a major contributing factor. You are either a lawyer or a liar. Is Privacy the New Sustainability?

Retail 272

Retail Payment Services Consumer Payments 272

Retail TouchPoints

NOVEMBER 18, 2021

Retailers certainly need to know what consumers want , but perhaps an even more important question is: How do I provide it to my shoppers? Enhance advertising and recommendation relevancy with better targeting and search. Share granular consumer data with suppliers to create more appealing products.

Consumer 249

Consumer Merchant Services Social Media Technology 249

Retail TouchPoints

JUNE 13, 2024

This presents an opportunity to deliver an enhanced alcohol-buying experience that caters directly to consumer needs and preferences. In its heyday, Drizly was pivotal in revolutionizing alcohol delivery by connecting consumers with local liquor stores via an easy-to-use online platform.

Food and Beverages 210

Food and Beverages Marketing Mobile Customer Loyalty 210

Retail TouchPoints

JANUARY 5, 2023

Although there are signs that inflation is easing, higher prices and an uncertain economy continue to impact consumer behavior. Although many customers are “brand loyal,” given the economic environment, stressed consumers nowadays will most often make retailer and product choices with price as the main factor. Today’s Consumer Mindset.

Shipping Costs 282

Shipping Costs Merchant Services Channel Consumer 282

Retail TouchPoints

SEPTEMBER 19, 2023

A recent ecommerce search report by a leading customer experience platform provider tested sites and surveyed both customers and ecommerce professionals. While nearly every brand in that survey said their on-site search results are relevant, 69% of consumers said they frequently encounter irrelevant search results while shopping.

Customer Experience 245

Customer Experience Customer eCommerce Customer Loyalty 245

Retail TouchPoints

MAY 31, 2022

One key finding from our report revealed that just 6% of consumers think online shopping experiences are always relevant — proof positive that retailers are still struggling to provide the relevant online shopping experiences their customers have come to expect. AI-powered personalized recommendations. The Gen Z Factor.

Mobile 318

Mobile Customer Data Recommendation Fashion 318

Retail TouchPoints

JULY 23, 2024

Once the purview of science fiction, artificial intelligence (AI) has now permeated our everyday lives — from the home devices that recommend songs for our playlists, to the apps we use to monitor commuter traffic, to the chatbots that pop up to ask if we need any help. billion by 2030, reflecting an astounding 15.7% billion in 2023 to $14.07

eCommerce 251

eCommerce Technology Consumer Retail 251

Retail TouchPoints

NOVEMBER 19, 2024

As consumers furiously stock up on everything they need for under the tree and around the table, retail workers — who make up more than one quarter of the U.S. I just ask that the consumers be patient with us. We’re consumers also; we get it. We do our best to make sure we provide for the consumer. We love to help.

Retail 249

Retail Department Stores Customer Consumer 249

Retail TouchPoints

OCTOBER 11, 2021

A global pandemic, social unrest, the proliferation of “fake news” and political gridlock have led to an erosion of consumers’ faith in some of our country’s most revered institutions. Consumers just feel like [shopping small] is a more optimistic experience,” said Thomas. They’re feeling heard. For things like services (e.g.

Consumer 144

Consumer Small Business Retail Customer Definition 144

Retail TouchPoints

OCTOBER 8, 2024

These decision-makers are striving to make changes, as 74% of the survey participants recognize the need to digitally transform the selling experience. Consumers have been conditioned to expect the easy, self-service experience of online shopping, regardless of product or platform. Use AI to personalize customer recommendations.

B2B 244

B2B eCommerce Platforms eCommerce B2C 244

Retail TouchPoints

MARCH 15, 2023

Grove Collaborative has introduced Grove Wellness, a product hub featuring a personalization engine designed to sharpen recommendations around consumers’ evolving health and wellness needs. Our mission has always been to make consumer products a positive force for human and environmental health. “We

Beauty and Health 282

Beauty and Health Consumer Recommendation Improvements 282

Retail TouchPoints

OCTOBER 9, 2024

This level of personalization goes beyond just recommending products — it’s about creating a seamless journey where every interaction feels relevant and valuable. Survey data shows that only 20% of business leaders trust Apple’s AI solutions less than OpenAI’s. This remains true for users of the Apple Vision Pro as well.

Retail 263

Retail Presentation Technology Customer Loyalty 263

Retail TouchPoints

MAY 1, 2024

The Psychology of Immersive Shopping Experiential retail strategies are rooted in psychological principles about how consumers engage with spaces. Behavioral psychology: Understanding consumer behavior is crucial to crafting effective marketing strategies and designing engaging retail experiences.

Technology 286

Technology Arts Payments Customer Loyalty 286

Retail TouchPoints

OCTOBER 7, 2024

A turnkey way to connect this engaging video content to products is to add product “hot spots” that allow consumers to click and learn more about individual products being used in context. For example, in a video featuring celebrity chef and cookbook author Jamie Oliver, there are various hot spots that consumers can hover over or click on.

Fashion 253

Fashion Merchant Services Information Consumer 253