Retail TouchPoints

JULY 18, 2024

Today’s retail workers almost need to have superpowers — moving as fast as The Flash would be helpful given how many different tasks a retail worker performs each day — but adaptable, multi-purpose solutions can provide that extra burst of needed speed. Ideally, these apps also should contribute to a better in-store shopper experience.

Customer Experience 272

Customer Experience Customer Retail Workshop 272

Retail TouchPoints

JULY 24, 2024

The rise in digital purchases has created both opportunities and challenges for retailers. But this growth also has made retailers’ digital payment processes a target for credit card fraud, online payment fraud, identity theft and account takeovers. But it is a delicate balance.

Customer Experience 271

Customer Experience Merchant Services Payment Services Customer 271

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. The Time Magazine article that certainly piqued my interest was "What's Wrong with Online Shopping."

Customer Experience 195

Customer Experience Shipping Costs Improvements eCommerce 195

Retail TouchPoints

JANUARY 19, 2022

It’s not surprising given we’re in an era of rampant data breaches hitting retailers , with consumers becoming more aware — and concerned — with how brands collect, use and store their personal information. And brands beware: CCPA’s noncompliance penalties are steep and could cost a retailer as much as $5-$10 billion.

Customer Experience 335

Customer Experience Customer Retail Consumer 335

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 261

Shipping Costs Customer Experience Supplies Improvements 261

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. Returns are a major cost of doing retail business of any kind, but especially online.

Customer Experience 283

Customer Experience Shipping Costs eCommerce Improvements 283

Forrester eCommerce

APRIL 30, 2019

To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions to Retail.” Gownder about how automation will affect retailers in 2019. Recently, we spoke with J.P.

Customer Experience 337

Customer Experience Customer Retail 337

Retail TouchPoints

AUGUST 1, 2022

These experiences are the newest flavor of social commerce that is redefining the retail shopping experience — both online and in-person. That’s why these immersive experiences need to be a near-term goal, and not part of retailers’ five-year plan. Face Effects: Digital Fitting Rooms.

Customer Experience 313

Customer Experience Customer Clothing Gifts 313

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 293

Customer Experience Customer Channel Omnichannel 293

Retail TouchPoints

MAY 23, 2024

Augmented reality (AR) has evolved from a novelty into a critical investment for retailers that want to capture audience attention and dollars. Otherwise, it’s a tool that may be fun but is not driving efficiency for the customer.”

Customer Experience 330

Customer Experience Customer Social Media Consumer 330

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 273

Customer Experience Customer Retail Customer Loyalty 273

Forrester eCommerce

JUNE 29, 2021

Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints. More retailers […].

Customer Experience 293

Customer Experience Customer Management Retail 293

Retail TouchPoints

MARCH 26, 2021

The fundamental shift in retail toward blended digital commerce has created several hurdles for retailers still clinging to traditional blueprints. Here are a few examples of how technology enhances customer experience and strengthens brand value. Distributed Order Management Technology for a Unified Customer Experience.

Customer Experience 307

Customer Experience Technology Customer Fulfillment 307

Forrester eCommerce

JUNE 26, 2018

The barrier has never been lower for retail shoppers to compare offerings and try new companies. Superior customer experience (CX) helps foster loyalty and, at the end of the day, CX leaders grow revenue faster than CX laggards. Forrester […].

Customer Experience 268

Customer Experience Customer Retail Online Retail 268

Retail TouchPoints

NOVEMBER 17, 2022

As the state of retail technology advances, companies are learning how to leverage artificial intelligence (AI) and machine learning (ML) tools to provide more bespoke shopping experiences online. In any omnichannel approach to sales, it is essential to look at how to replicate the best parts of an in-store experience online.

Customer Experience 293

Customer Experience Customer Omnichannel eCommerce Platforms 293

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

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

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 282

Customer Experience Customer eCommerce Customer Loyalty 282

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 301

Customer Experience Customer Improvements Social Media 301

Retail TouchPoints

APRIL 14, 2022

The platform includes two new products, Registration and Claims Plus, as well as its existing Extended Warranty solution, to help bring more value to the post-purchase experience for both retailers and customers.

Customer Experience 282

Customer Experience Customer Retail Channel 282

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 320

Customer Experience Customer Omnichannel Social Media 320

Forrester eCommerce

MARCH 18, 2019

Each year, based on a survey of your customers, Forrester releases results of its Customer Experience (CX) Index. The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth.

Customer Experience 318

Customer Experience Customer Retail Online Retail 318

Retail TouchPoints

MARCH 5, 2021

As COVID-19 quickly spread in early 2020, the retail industry was among the first to be affected. But unlike hard-hit sectors such as airlines and live events, retail saw a more uneven impact — especially when it came to dramatically changed consumer behavior. This is where application programming interfaces (APIs) can help.

Customer Experience 293

Customer Experience Customer Omnichannel Retail 293

Retail TouchPoints

JANUARY 13, 2022

Collective Cannabis has partnered with AI and robotics startup Wings to utilize the solution provider’s EXO Delivery System to streamline logistics and deliver an enhanced customer experience. The EXO system is designed to automate retail logistics and workflows with extensibility, versatility and sustainability in mind.

Customer Experience 299

Customer Experience Customer Operations Mobile 299

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

Retail TouchPoints

JULY 13, 2022

Between staffing shortages, rising labor costs, supply chain disruptions, heightened compliance requirements and record-high inflation, food retailers are facing a myriad of market challenges with ripple effects that directly influence consumer behaviors. A recent Wall Street Journal report indicated that nearly 70% of U.S.

Customer Experience 286

Customer Experience Customer Retail Operations 286

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO.

Customer Experience 299

Customer Experience Customer Supplies Technology 299

365 Retail

OCTOBER 2, 2024

However, with the increased accessibility of artificial intelligence (AI), businesses can take proactive steps to significantly improve customer experiences across various touchpoints. Intelligently automating segments of the customer journey not only reduces costs but also enhances both employee and customer satisfaction.

Customer Experience 52

Customer Experience Customer Retail Technology 52

lateshipment

AUGUST 1, 2022

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research , over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. This led to longer wait times for processed returns and lower customer satisfaction.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit.

Customer Experience 98

Customer Experience Improvements Customer Retail 98