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. Dress clothing retailers such as Brooks Brothers filed for bankruptcy , while athleisure wear boomed.

Customer Experience 323

Customer Experience Customer Omnichannel Social Media 323

Retail TouchPoints

DECEMBER 1, 2022

The solution was created to help retailers build their CX business case, understand their CX maturity, illuminate ways to generate ROI and help define a solid CX strategy to drive desired business and customer outcomes.

Customer Experience 277

Customer Experience Customer Retail Customer Loyalty 277

Retail TouchPoints

JULY 6, 2023

That is why it’s no surprise that when surveyed , 71% of retail leaders indicated that they were prioritizing sustainability in their business. 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.

Customer Loyalty 272

Customer Loyalty Customer Retail Financial Services 272

Groove

NOVEMBER 7, 2024

Omnichannel and multichannel eCommerce marketing tend to be the two dominant methods that internet retailers use to distribute content and determine how their content and platforms interact with each other. Consequently, businesses must pay extra attention to the quality of the customer experiences they deliver.

Multichannel 383

Multichannel Omnichannel eCommerce Channel 383

Retail TouchPoints

MARCH 10, 2025

Gary Hawkins has been enmeshed in the retail industry for nearly three decades. Every step of the way, he has provided the industry with timely and thought-provoking content, educating the market through works like Building the Customer Specific Retail Enterprise ; Customer Intelligence ; and Retail in the Age of I.

Retail 200

Retail Technology Customer Loyalty Books 200

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

Retail TouchPoints

JULY 12, 2024

There are two types of customers: those who buy and those who keep coming back. Success in ecommerce, and retail in general, depends on the latter. While delivery speed or online conversion rates for an ad campaign are essential to track, customer lifetime value (CLV) should be treated as the most crucial KPI for retailers in 2024.

Customer Loyalty 286

Customer Loyalty Customer Shipping Costs Shipping 286

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 Impact on Retailers While the immediate loss is borne by the consumers, retailers are far from unaffected. Retailers are caught in a difficult position.

Fulfillment 274

Fulfillment Shipping Costs Magento Consumer 274

Retail TouchPoints

NOVEMBER 28, 2024

As the holiday shopping season approaches, retailers face increased pressure to facilitate a seamless and secure shopping experience. This is an opportunity to not only capture share of wallet but also build lasting customer loyalty and trust. Payments technology is central to the shopping experience.

Payment Services 298

Payment Services Payments Merchant Services Omnichannel 298

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

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. More than a third of those major retail sites didn’t support searches by product number.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

RETAIL MANAGEMENT SOFTWARE

JANUARY 8, 2025

In the world of retail, the importance of customer retention cannot be overstated. As businesses focus on attracting new customers, it’s equally crucial to invest in keeping existing ones. Retaining customers not only ensures consistent revenue but also fosters brand loyalty and advocacy.

Customer Retention 111

Customer Retention Customer Social Media Retail 111

Retail TouchPoints

AUGUST 18, 2023

food retail industry comprises nearly 63,000 grocery stores and supermarkets, which amounted to $765.98 To stay competitive, retailers need to create and maintain loyal customers; 43% of customers spend more on brands to which they are loyal. The most common retail loyalty programs offer cash back or points incentives.

Customer Loyalty 246

Customer Loyalty Customer Food and Beverages Marketing 246

Retail TouchPoints

JUNE 21, 2023

Parents and caregivers are always on the lookout for activities to keep their kids engaged during the summer months, and Michaels has tapped into this need — and not coincidentally, creating new opportunities to build customer loyalty — through Camp Creatology.

Customer Loyalty 272

Customer Loyalty Customer Arts Omnichannel 272

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. 73% of retailers report that downtime during high volume moments would have serious consequences for their business. But the flip side?

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

lateshipment

MARCH 13, 2020

With companies like Amazon, Walmart, and eBay rewriting the eCommerce playbook from a “delivery speed” and “customer experience” standpoint, your brand needs to exceed customer expectations to stand out among your competition. The Post-Purchase Experience Gap. What is On-Brand Post-Purchase Customer Experience?

Customer Loyalty 242

Customer Loyalty Customer Shipping Costs Shipping 242

lateshipment

FEBRUARY 14, 2020

With Amazon rewriting the eCommerce playbook and retailers having followed suit to stay competitive, the focus has now shifted to the quality of delivery experiences. Because it realizes that a poor delivery experience means a dissatisfied customer less inclined to purchase in the future. The Post-Purchase Experience Gap.

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260

Retail TouchPoints

APRIL 7, 2022

Many factors go into customer loyalty, from the most basic (offering quality products that shoppers want) to more emotionally driven considerations. But just because these reasons are less tangible than a retailer’s product assortment, it doesn’t make them less important. Barbara Connors. “We

Customer Loyalty 278

Customer Loyalty Customer Beauty and Health eCommerce 278

Retail TouchPoints

MARCH 26, 2025

Knowledge graphs solve this challenge by connecting these disparate data points, creating a unified view of customer preferences, purchase history and interactions. This comprehensive understanding informs better decision-making and lays the foundation for more meaningful customer engagements.

Customer 147

Customer Recommendation Customer Experience Travel 147

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

DECEMBER 13, 2023

Despite the surge in online shopping, physical stores remain essential for retailers, providing a space for customers to interact with products and build deeper brand connections. A well-designed store can create a memorable brand experience that strengthens customer loyalty.

Retail 312

Retail Customer Loyalty Social Media POS 312

RETAIL MANAGEMENT SOFTWARE

DECEMBER 2, 2024

Retail is undergoing a seismic shift, driven by technological advancements and changing consumer expectations. In this comprehensive guide, we will explore the core components of retail digitization, highlighting its transformative benefits, potential challenges, and provide practical steps to help you step up your digital game.

Payment Services 110

Payment Services Retail Mobile POS 110

Forrester eCommerce

NOVEMBER 12, 2020

This holiday season, maintaining (and tapping into) your customers’ loyalty has never been more critical. As you plan for holiday shopping – and the inevitable returns that will follow in January – loyalty marketers must: Show, not tell.

Gifts 485

Gifts Customer Loyalty Customer Marketing 485

Retail TouchPoints

JUNE 2, 2022

By taking a closer look at thriving brand communities, retailers can learn how to develop ones of their own that drive loyalty and a better customer experience. He has been in the loyalty and subscription space for over 25 years, empowering brands to build better relationships with their top customers for the long term.

Customer Loyalty 278

Customer Loyalty Customer Events Consumer 278

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 13, 2023

Commerce is expanding rapidly, especially within the retail sector. retail sales have increased 8.8% For example, purchase confusion can arise (and does) when a customer sees unfamiliar names or references on bank statements. Originally, the retailer was experiencing thousands of chargebacks every month.

Shipping Costs 277

Shipping Costs Payment Services Banking Retail 277

RETAIL MANAGEMENT SOFTWARE

OCTOBER 22, 2024

In today’s data-driven world, retail businesses face an increasing demand to streamline operations, improve customer experience, and stay ahead of the competition. Key Benefits of a Centralized Database for Retailers 1. Enhanced Inventory Management Effective inventory management is vital for retail success.

eCommerce Platforms 111

eCommerce Platforms Multi-channel Retail eCommerce 111

RetailMinded

JANUARY 30, 2025

Retail crime isnt just about stolen goods its a serious threat that can disrupt daily operations, impact employees and alienate customers. Unpacking The Hidden Costs When retailers think about the impact of crime, their first thought is often the monetary loss tied to stolen inventory.

Operations 98

Operations Retail Customer Loyalty Management 98

Retail TouchPoints

NOVEMBER 16, 2022

The retail industry has experienced a great deal of change over the last 2½ years with the accelerated growth of online sales, the introduction of new safety protocols, the expansion of experiential retail concepts and the integration of new technologies. The retail storefront is no longer about just leaving with goods in hand.

Food and Beverages 290

Food and Beverages Small Business Retail Retail Customer Experience 290

Retail TouchPoints

AUGUST 30, 2023

Granted, executive respondents to this survey spanned retail, supermarket, consumer goods, airlines, entertainment and media and even financial services, so these results reflect a broader view of how business leaders are thinking about loyalty. But what’s happening in retail specifically?

Customer Loyalty 264

Customer Loyalty Retail Shipping Costs Financial Services 264

Retail TouchPoints

JULY 19, 2024

The rise in delivery volume coincided with the relentless barrage of unwanted robocalls and robotexts – many launched by bad actors spoofing legitimate retail companies to swindle money and personal information from their customers. Beyond the consumer risk, there is the retailer brand risk.

Payment Services 262

Payment Services Operations Retail Customer Experience 262

Retail TouchPoints

SEPTEMBER 14, 2022

One could argue that few, if any industries have been impacted more by the pandemic, and now by inflation, more than retail. The pandemic not only dramatically altered the way consumers shop, it altered the way retailers operate. Consider that last year, retail ecommerce sales amounted to nearly $4.9 trillion by 2025.

Retail 298

Retail Social Media Presentation Customer Loyalty 298

Retail TouchPoints

MAY 29, 2023

But with 73% of consumers saying that “a good experience is key in influencing their brand loyalties,” according to PwC , there has never been a better time for brands to relook at their processes, upgrade their antiquated technology and find a new solution that delivers a fair experience to sustain customer loyalty.

Customer Loyalty 278

Customer Loyalty Customer Experience Payment Services Social Media 278

Retail TouchPoints

JANUARY 18, 2024

Mobile apps have become a critical customer engagement channel for retailers as they try to create and capture more value for, and from, their customers. And the majority of retailers (74%) agree that investing in mobile apps is key to driving profitability.

Retail 317

Retail Customer Loyalty Games Reference 317

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

SEPTEMBER 3, 2020

Returns are a cost of doing business for any retailer. retailers last year, they haven’t always been a strategic focus. In the wake of COVID-19, returns are receiving serious (and necessary) attention for several key reasons: Retailers are spending more processing returns in stores. Returns is just one example.” .

Shipping Costs 334

Shipping Costs eCommerce Merchant Services Retail 334

Retail TouchPoints

AUGUST 29, 2022

This discovery tarnished the reputation of a widely respected company with a long history of customer loyalty. Retail companies like Tim Hortons that underestimate the importance of mobile app privacy and security risk damaging customer relations and brand image, potentially leading to customer and revenue loss.

Mobile 312

Mobile Payments Payment Services Retail 312