Retail TouchPoints

JANUARY 13, 2021

Even retailers earning high marks for omnichannel enablement remain far from invincible, however, and others can build and even improve on what has already been done. and narrowed it down to 28 and then 12 outstanding omnichannel companies. 5, below Nordstrom , Target, Home Depot and Staples , due to mixed results in key areas.

Other 312

Other Customer Experience Omnichannel Customer 312

Retail TouchPoints

MARCH 6, 2024

Retail’s busiest returns period may be in the rearview mirror until next year, but rising ecommerce order volumes have caused returns management to become an aspect of ecommerce and omnichannel business that warrants a dedicated year-round strategy. Image courtesy Ryder According to Ryder’s 2023 ecommerce consumer study of 1,077 U.S.

Customer Experience 289

Customer Experience Shipping Costs eCommerce Improvements 289

Retail TouchPoints

JANUARY 30, 2025

Just look at Bed Bath & Beyond once a retail giant, now a case study in what happens when companies dont evolve fast enough. But delivering a great customer experience hinges on more than just strategyit requires seamless user experiences (UX) at every touch point. That thinking is outdated.

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

Retail TouchPoints

NOVEMBER 6, 2023

As the divide between digital commerce and in-store shopping shrinks, the spotlight is now on the role omnichannel retail strategies play in both driving traffic to brand’s websites and foot traffic to physical stores. With online purchases making up 15.1%

Omnichannel 312

Omnichannel Social Media Channel Mobile 312

Retail TouchPoints

JULY 20, 2022

OSF Digital’s Digital Strategy team (formerly known as FitForCommerce) developed the 2022 Omnichannel Retail Index (ORI) to establish a benchmark for current practices and, most importantly, provide a set of actions and recommendations for the future. These key investments and opportunities include: Mobile experience.

Omnichannel 288

Omnichannel Retail Mobile Social Media 288

Retail TouchPoints

AUGUST 28, 2020

The restrictions necessitated by COVID-19 have forced retailers to enhance shopper benefits any way they can, for example with additional pickup and delivery options and more seamless omnichannel services. The convenience factor is already acting as much more of an indicator of the purchase decisions, and that’s not going to go away.”.

Omnichannel 334

Omnichannel Retail Social Media Customer 334

Retail TouchPoints

JANUARY 13, 2025

From virtually trying on cosmetics to visualizing furniture in their living spaces, AR/VR helps ensure that the product aligns with customer expectations and how they plan to use the product. This can be particularly impactful for furniture retailers as large cargo and returns can be extremely costly.

Retail 298

Retail BigCommerce B2C Channel 298

Retail TouchPoints

NOVEMBER 9, 2021

This predictive, real-time, digital experience is what enables retailers to demonstrate a better understanding of customers, improving the customer experience and satisfaction and ultimately earning loyalty in the process. She received her BA in Business Studies and Marketing from the University of Hertfordshire.

Customer Experience 290

Customer Experience Small Business Retail Customer Recommendation 290

Optimizely

MAY 3, 2018

If you hear the words “omnichannel marketing strategy” and get the same urge to Google, you’re not alone. Omnichannel is simultaneously one of the most buzzed-about concepts in marketing, and one of the least understood. What is omnichannel marketing? First, let’s put omnichannel in context. But don’t panic!

Omnichannel 220

Omnichannel Marketing B2C Channel 220

Retail TouchPoints

JANUARY 28, 2022

Given that many of these expectations were first set by customers’ experience with Amazon , it should come as no surprise that third-party marketplaces have become a key tool for many retailers to meet these consumer demands. It’s a high bar. Concerns about product quality ( 46% ) and negative reviews ( 45% ) are the top reasons U.S.

Consumer 278

Consumer Customer Experience Customer Retail 278

Retail TouchPoints

MARCH 9, 2023

We’ve done a lot of brand studies and our brand image with Gen Z is very, very strong, so we don’t have an issue with brand image,” said Hawkins in an interview with Retail TouchPoints. “We So for us it’s really about getting the right products to her at the right time.”

Omnichannel 279

Omnichannel Social Media Mobile Channel 279

Retail TouchPoints

MARCH 6, 2025

Sampath shared with Retail TouchPoints how employee compensation was the unlock that returned the business to growth, and why he doesnt believe in pursuing omnichannel perfection. The other changes Sampath has made are a study in the interconnected nature of employees, stores and communities. But that was just the first step.

Omnichannel 179

Omnichannel Small Business Retail Telecommunications Consumer 179

Optimizely

JANUARY 30, 2018

True omnichannel marketing is tough to do well. But, according to the 2017 Ecommerce Holiday Report , 86% of ecommerce marketers have still not executed a full omnichannel marketing strategy for their brand. A study from IDC also showed that consumers who shop on multiple channels have a 30% higher lifetime value.

Omnichannel 191

Omnichannel eCommerce Marketing Marketing eCommerce 191

Retail TouchPoints

SEPTEMBER 27, 2023

study found 95% of luxury brands experienced growth last year, and the market as a whole is expected to grow by 5% this year. Brands need to invest in stronger, more luxurious digital experiences to meet omnichannel shoppers with an experience that meets their desires. A Bain & Co. While the Bain & Co.

Omnichannel 278

Omnichannel Technology Supplies Marketing 278

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience.

Retail 312

Retail Customer Experience Technology Operations 312

RTP blog

APRIL 9, 2018

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Defining what it means to provide the white glove treatment — and proving that it equates to a fiercely loyal customer base — businesses have always looked to them for strategies to enhance the customer experience.

Customer Experience 150

Customer Experience Customer Omnichannel eCommerce 150

Retail TouchPoints

JULY 5, 2022

Whether that “New Normal” has arrived yet is open to debate, but a recent study from Publicis Sapient and Salesforce indicates that new headwinds — in the form of inflationary and inventory pressures — have shifted retail leaders’ focus once again, this time toward profitability. . UK, Germany and Australia.

Shipping Costs 323

Shipping Costs eCommerce Retail Merchant Services 323

Fabric Blog

MARCH 21, 2025

Yet, order fulfillment in an omnichannel environment is not without its hassles. Your customers are everywhere. These scenarios can quickly lead to inventory discrepancies, delayed shipments, and a fractured customer experience without an integrated system. This is where the need for a unified system becomes evident.

Order Fulfillment 52

Order Fulfillment Fulfillment Omnichannel Shipping Costs 52

Retail TouchPoints

AUGUST 30, 2023

Many retailers struggle to cultivate genuine engagement that builds lasting relationships and delivers frictionless customer experiences. If customers feel your efforts are merely transactional, they won’t hesitate to go to your competitor looking for the next best deal. Tip 4: Provide better product detail for customer ease.

Shipping Costs 262

Shipping Costs Improvements Live Chat Retail 262

Wiser

SEPTEMBER 20, 2022

According to a study done by Salesforce , 84 percent of consumers say that customer experience is just as important as a company’s products and services. In fact, customer experience is one of the biggest factors that retailers have to consider. What is Retail Customer Experience?

Customer Experience 148

Customer Experience Improvements Customer Retail 148

Retail TouchPoints

JULY 20, 2022

A new research report conducted by UPS Capital, Personalized Shipping Experiences: The Next Frontier for eCommerce , shows that personalized shipping experiences have emerged as the next frontier for SMB retailers looking to provide an excellent customer experience in the wake of these supply chain disruptions.

Shipping Costs 339

Shipping Costs Shipping Merchant Services Payment Services 339

Retail TouchPoints

FEBRUARY 12, 2021

The study draws on the expertise of its team of global analysts covering 100 countries around the world to identify the traits that will define consumer behavior this year. For that reason, a seamless, streamlined customer experience will be front and center. Here are five key takeaways: The 2021 Consumer is Craving Convenience.

Consumer 347

Consumer Omnichannel Events Customer Experience 347

Retail TouchPoints

DECEMBER 14, 2020

Retail TouchPoints (RTP), the top media group covering omnichannel retail, has unveiled a new and improved digital experience and expanded content initiative to better serve store designers and experiential retail executives.

Retail 298

Retail Omnichannel Webinar Arts 298

Retail TouchPoints

JANUARY 4, 2023

By using high-quality images and videos of products, customers are drawn closer. While videos make for a more engaging customer experience, only 40% of product detail pages currently use video, according to the 2022 Omnichannel Retail Index. Aside from how the products are displayed comes how the customer discovers them.

eCommerce 302

eCommerce Omnichannel Comparison Shopping Recommendation 302

Retail TouchPoints

FEBRUARY 11, 2022

RSR and Coveo found that 61% of retailers say the digital experience has become an increasingly important part of their brand. However, there is still work to do, as 56% say their competition is doing a better job acting on customers’ expectations.

Customer 264

Customer Sporting Goods Consumer Consumer Goods 264

Retail TouchPoints

SEPTEMBER 15, 2021

EPAM Continuum, a global innovation design firm that specializes in customer experience design, recently unveiled the concept of “Blend Space” to illustrate how experiential flow and physical-digital touch points can meet a range of needs and shopping “modes.” People want to know that what they are buying is the “right” thing for them.

Outdoor 296

Outdoor Omnichannel Vend Multi-channel 296

SellBrite

JANUARY 5, 2018

Omnichannel strategies have the power to create memorable, lasting experiences for consumers. And the better the experience, the higher chance you have of landing higher lifetime value customers. Omnichannel is a new type of strategy that is tough to implement. What even is omnichannel? Image Source).

Omnichannel 161

Omnichannel eCommerce Customer Multi-channel 161

Retail TouchPoints

JULY 17, 2024

Accruent recently commissioned a study of the food retailer sector to understand what challenges await, from continued margin and cost pressures to being held back by legacy technology to the increased risk of cyber threats. Automating manual processes can increase productivity, reduce costs and improve the customer experience.

Payment Services 264

Payment Services Retail Customer Experience Supplies 264

Retail TouchPoints

MAY 18, 2022

Retailers are responding to new expectations for customer experiences and growing demand for ecommerce, but how are they keeping pace with evolving consumer expectations? As shoppers return to storefronts, they now incorporate a wider blend of online and offline shopping experiences. 75% of U.S. CX Stakes Are Higher.

Retail 264

Retail Customer Experience Omnichannel Channel 264

Retail TouchPoints

OCTOBER 31, 2024

Photo credit: Clarks // Super League Connecting Real People to Digital Products The Super League team conducted market research using its proprietary on-platform technology to determine the possible value of creating “digital twins” of Clarks shoes.

Games 278

Games Accessories Fashion Apparel 278

Omnisend

DECEMBER 15, 2020

However, providing exceptional customer service isn’t about the number of channels but the quality of customer service across them —and omnichannel customer support can help do that. Learn how to make your touchpoints consistent, well-designed, and connected to provide a completely seamless experience. Learn more!

Omnichannel 148

Omnichannel Live Chat Customer Social Media 148

Retail TouchPoints

JULY 10, 2024

Even before that we were exploring omnichannel, but this was the tipping point where we realized that the store could play a different role,” she said. Ikea has multiple sources of consumer information, including its own Life at Home report, an annual study based on interviews with 37,000 families.

Fulfillment 255

Fulfillment Omnichannel Customer Experience Shopping Carts 255

ROI Revolution

MAY 6, 2021

To make the customer journey between all of these channels seamless, retail leaders are making sure a holistic omnichannel strategy is a part of their digital transformation. An omnichannel approach can be a big revenue driver. An omnichannel approach isn’t new. Closing the Gap Between Online and Offline Experiences.

Omnichannel 135

Omnichannel Merchant Services Social Media Payment Services 135

Retail TouchPoints

MAY 18, 2021

The study also revealed that many of these behavioral changes are here to stay: 95% of consumers said they expect at least one COVID-related lifestyle change to be permanent.

eCommerce 240

eCommerce Shipping Costs Fulfillment Supplies 240

Retail TouchPoints

JUNE 15, 2022

While this is not optimal, the impacts of supply chain “failures” were blunted by there being an indirect impact on the customer, with the store and its associates acting as a buffer. Enter omnichannel commerce — and an extra layer of service and complexity over your existing supply chain operation. You need to do both.

Supplies 264

Supplies Customer Omnichannel Shipping 264

Retail TouchPoints

JULY 19, 2022

This winding-down period gave advertisers a head start in finding the best ways to perpetuate a healthy, ad-supported web and deliver better customer experiences. According to a study conducted by Google and BCG , using first-party data for key marketing functions achieved nearly 3X the revenue uplift and a 1.5X

Retail 288

Retail Multi-channel Omnichannel Technology 288

GetElastic

NOVEMBER 29, 2022

Front and center in any conversation about commerce are the words personalization , omnichannel , customer-centric, and experience-driven. Today’s brands (if they are paying attention) are taking note of how customers interact with their brand, and how the brand makes them feel to optimize the customer journey.

Omnichannel 147

Omnichannel Multi-channel Payment Services Outdoor 147